Returns, refunds, cancellations, and claims

Returns

Return shipping address

Refunds

Cancellations

Claims

Returns

To process a return request, go to Manage Returns, where you can review, authorize, or decline requests. You can also access Manage Returns by clicking the Orders drop-down menu in Seller Central.

We recommend that you respond to any incoming return requests within 24 hours. For additional information regarding how to manage your returns, go to Manage seller-fulfilled returns.

Important: Most items bought on Alphadiscounters.com, including those that are seller-fulfilled, can be returned within 30 days of the Estimated Delivery Date. However, the timing may vary based on the product category in accordance to AlphaDiscounters Return policies. To determine if a product has a longer return timeline, go to Alphadiscounters.com Returns Policy.

Following authorization of a return request, the buyer has 15 days after the return window closes, allowing for transit time for a buyer to return an item.

Note: Before authorizing a return, ensure that the order is not a Seller-Fulfilled Prime order. For details, go to Product Shipping and Return Policies for Seller Fulfilled.

Return shipping address

For seller-fulfilled return requests sent through AlphaDiscounters Prepaid returns for seller-fulfilled orders program, if the units are undeliverable due to an outdated or incorrect return address provided by you, the return will be deemed abandoned. AlphaDiscounters may elect to dispose of these units as appropriate (such as, by selling, recycling, or donating), retaining any proceeds we may receive from the disposal.

AlphaDiscounters may notify you of such disposal, to allow you to correct your return address. The continued use of an outdated or incorrect address for returns may result in a revocation of your right to sell on AlphaDiscounters. For details on setting up your return shipping address, go to Return Address Settings.

When you receive a return shipment at your facility, the shipment will include a packing slip and Return Mailing Authorization (RMA) number to help you identify the return.

Important: To ensure a consistent experience for buyers, you must match or exceed AlphaDiscounters return policies. When we calculate the returned product delivery time, we take into consideration that carriers might scan the package up to 24 hours before actual delivery to your facility. If a buyer received reimbursement after filing a claim and you believe the reimbursement should not have been made, go to Investigate and appeal a Claim to appeal the decision.

If you have an order that is returned damaged and you believe the damage was related to the carrier, use the Optional coverage for loss or damage process to file a claim.

Note: If the buyer belongs to a business group, a return may be requested by a different account than the one that originally placed the order. When a business has multiple user accounts within a group, the group administrator may initiate returns on orders placed by any members of their group.

Refunds

You must issue a refund either after a product is returned or when you are allowing the buyer to keep the product (return less refund).

Important: Once you receive a return, we expect you to process a refund to the buyer within two business days. If you fail to do so, AlphaDiscounters reserves the right to refund the buyer and charge the amount to your seller account.

Before you issue a refund for a return request, consider the following:

• After you authorize a return request, we strongly advise that you wait until you receive the item back from the buyer before you issue a refund. If you allow the buyer to keep or discard the item, you would issue the refund without waiting for the return.
• If the buyer returns the item to you damaged or in a condition that is different from the condition in which you sent it, you have the option to issue a partial refund. If you decide to issue a partial refund, we recommend explaining this to the buyer in advance to help avoid misunderstanding or a possible claim.
• If you described and listed the item accurately but the buyer just no longer wants it or made an ordering mistake (for example, selected the wrong size or color), you may refund the item price but not refund the shipping cost.
• You may occasionally want to compensate a buyer in addition to refunding basic order costs. Refer to Issue Concessions.

You can issue refunds in full or in part in Manage orders. Refer to Issue refunds and concessions for seller-fulfilled orders for more information.

To avoid a negative customer experience, actively monitor the refund to ensure that it is issued to the buyer in a timely manner.

Cancellations

If a buyer asks you to cancel an order and you have not yet shipped and confirmed the shipment, you can cancel it in Manage Orders or use an Order Cancellation feed.

Refer to Order cancellations and Cancel Multiple Orders with the Order Cancellation Template for more additional information.

If you have already confirmed an order as shipped, you can authorize the return request in Manage Returns.

Claims

The AlphaDiscounters protects buyers when they buy items sold and fulfilled by you directly. Our guarantee covers the timely delivery, condition, and return experience of items you sell. If buyers are unsatisfied with any of the above, and cannot reach a resolution with you, we enable them to file a claim with us. You can refer to the claim eligibility polices.