What is return merchandise authorization (RMA)?
A return merchandise authorization (RMA) is a numbered authorization issued by a mail-order business that allows a product to be returned.
Where can returns be sent?
At this point (February 2022), returns are only eligible to be returned back to merchants directly. We will continue to develop this feature so that returns can eventually be sent back to Deliverr facilities. We will inform merchants once this is able to be accommodated.
When is the shipping label charged?
You will not be charged until your customer uses the return label. We only charge for the label once it is scanned at the USPS or FedEx drop-off point.
When will I be billed for returns?
Deliverr shipping labels are charged to merchants as part of the regular billing cycle. To know more about Deliverr's billing process, please go review our FAQ Help Center article.
Note: Currently, each individual return will show as a separate line item on your Deliverr invoice. We will soon update this so that all returns are calculated on one singular line for easier viewing on the PDF downloads of your invoices.
Can I adjust the price of the return label?
No, the estimated prices for the return label are fixed. The estimates shown are determined by the Deliverr shipping rates between the buyer address of the original order and the return address selected by the merchant.
How is the cost of the return calculated?
The price shown is estimated based on the size and weight of the DSKUs selected to be returned from the original order. The actual price may be updated on your invoice when the package is dropped off at the carrier. Common reasons for a higher return cost on your invoice include: heavier than the anticipated weight of the return, a larger box is used than anticipated, or other unforeseen factors.
What if I want to charge the buyer for the label?
Deliverr’s rates will allow for the lowest possible shipping costs back to your business. Most merchants deduct this from the refund to provide the most hassle-free return experience for the customer.
Is there a restriction on how long after purchase an item can be returned?
Deliverr does not restrict merchants from making returns based on days since purchase at this moment. This is up to the merchant's discretion when creating a return.
Is it possible to create a single Deliverr return label for a single order that consists of two packages delivered in two shipments?
Yes, you will be able to return the two packages with just one label. If you have any problems, please contact our support team.
Can merchants email the return label to more than one email address? Yes, merchants can email the return label to more than one email address individually.
Can I use my own labels from my marketplace store to ship a return order?
If Returns labels are created from the marketplace and orders are delivered to our facilities or yours, they may be lost or Return to Sender, and Deliverr will not be held liable. We strongly advise Deliverr sellers not to do so and instead ask that Returns be created under your Deliverr Seller Portal account.
I provided my own return label to the buyer, can I get refunded or reimbursed for the difference?
We currently will not reimburse the difference. If there is an order merchants should be using Deliverr's portal. However, we're aware this is a constraint and working towards allowing an option to input your own tracking instead of purchasing a label.
My buyer is unable to drop off the return, will Deliverr provide a carrier to pick up the return?
We currently don't have this functionality. However, merchants can select the preferences of USPS and FedEx.
Is it possible for me to obtain a report that has specific information regarding the return(s)?
More information on the details of your returns can be reviewed by visiting the following links below.
What if there's an issue with my return?
We encourage you to review our Claims Policy for returns in our Help Center. For any questions or concerns on your return, we also encourage you to contact our support team so that we can help sort out any issues that may arise.