If you reach an agreement with your customer to have an order returned, you may not ask the customer to ship the product back at their own cost. Per Goods Marketplace policy, it is your obligation to provide them with a return label.
Attaching a Return Label
Return labels can be provided via the Customer Ticketing interface within Gateway.
Navigate to the corresponding customer ticket for the order being returned, then c
You will not be able to select “Upload” on your attachment without also typing out an accompanying response in the text field. If you are still experiencing issues sending your reply, attempt writing your message out manually rather than copying-and-pasting.
Order Refunds/Returns Guidelines
- You may not ask the customer to ship a product back at their own cost. Per Goods Marketplace policy, it is your obligation to provide the customer with a return label.
If you choose to offer a return/refund on an order, financial reimbursement must be executed using CommerceInterface. However, keep in mind that taking action on CI will not automatically close your ticket on Gateway. Likewise, providing a your customer a return label will not automatically refund your order.
for instructions on issuing a refund in CommerceInterface, see Issuing Refunds.