Guidelines on handling return orders

There are various reasons that lead to customers’ requests for returning orders. For example, the products were broken, scratched, dented, etc during delivery.  Correctly processing return orders will help limit mistakes that have an impact on your business performance. This guideline will help you have a clearer understanding of the process of handling these orders.

Please see the below picture for the process of handling return orders. In case you need further support, please let us know via email partnersupport@tiki.vn or hotrodoitac@tiki.vn

 

Status

Description

Return initiated 

Tiki receives and verifies the  return request from the customer. If Customer’s request meets Tiki’s regulation requirement and timelines for Cross Border category, Tiki will create a Return Order ID (include Customer’s request and reason).


Tiki will contact you via email/chat to inform you about the customer request and provide all the evidence (images/videos) for the seller to make a decision.


You have the option of confirming a refund to the consumer or recalling the product to do a return quality check. Please inform Tiki about your decision.

Exchange/Refund

Tiki will refund to the customer when:

  • The seller agrees to refund;
  • Or the seller chooses to recall the product  from the customer to do a return quality check and the result shows that the product was defective by the seller’s faults/technical errors.

After the refund has been done, you can view the refunded orders in this tab.

Rejected/Cancelled

Tiki refuses the customer’s return request when the return quality check result shows that the product was not defective due to Seller’s faults/technical errors and returns the product to the customer.


After Tiki rejects a return order request, you can view the rejected orders in this tab.

Step 1: Log into the Seller Center > Order > Select Return Order. The Seller can view all return/exchange orders on the feature’s homepage.

Step 2: Check the order information and the reason for the exchange/return.

Please click on the +” sign to view product information, the reason for the exchange or return, and the handling suggestion requested by the customer.

You can directly click on the Return Order ID to see more information about the steps for exchange/return orders in the History section.

Note:

  • You must provide your option for handling any return/exchange request by emailing to Tiki before doing any further steps in this procedure.

  • After your decision to the customer request has been received, Tiki will handle the customer’s request based on the information provided and we will let you know if we need you to take any action.

  • There may be situations when Tiki has not completed the process of recalling the order but the seller already selected Accept/Reject on the system. If any unexpected situations arise from this action, Tiki will not take any responsibility.