If you have received a return request (RMA) and wish to appeal it, this guide will help you understand the process and requirements. We have outlined the different appeal types and use cases, the steps to submit an appeal, and the reasons why the appeal button may be disabled.
How To Appeal a Return
- From Menu (SP) select Orders > Returns.
- Search for or find the return number on your menu and click APPEAL.
- Select Appeal Type and follow instructions/provide information.
- On completion, a note will appear indicating “Appeal submitted”.
Appeal Types and Use Cases
There are several appeal types and use cases, depending on the reason for the RMA. Refer to below:
For each appeal type, you will need to provide specific information and documents based on the appeal reason.
Appeal Types: Item Not Received and Item Damage Return Appeals
When a customer claims they did not receive their order or if a customer claims their order was received with damage.
| Appeal Type | Reason | Supporting Documents |
| Proof of delivery | Provide proof of delivery to verify that a customer’s order was successfully delivered. |
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| Carrier claim number | Provide proof of a carrier claim if a carrier loses or damages a parcel. |
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| Updated tracking number | Update a missing or incorrect tracking number for an order. |
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| Return not received | Report a return “unreceived” that was initiated by a customer. |
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** NOTE: Your appeal will be reviewed within 1-2 business days. We’ll notify you of the decision or if more information is needed. Not providing required information, per the appeal type selected, may result in a declined appeal and customer refund on your behalf.
Appeal Types: All Other Return Reason Appeals
After receiving a return, you’ll have 2 business days to inspect it. If the returned item has end-user damage, missing parts, or is incomplete, you will need to submit the appropriate appeal type.
The exception to this is if the item value is over $1,000 and also one of the subcategories listed below:
| Monitors – LCD Flat Panel |
| LCD TV |
| Monitors – Portable & Touchscreen |
| Commercial TVs |
| Gaming Monitors |
| LED TV |
| Commercial Displays |
| Appeal Type | Reason | Supporting Documents |
| Received Return With End User Damage | Report a return that was received damaged. |
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| Received Incomplete Return | Report a return that was received incomplete by the customer. |
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| Received Tampered Return | Report a return that appears to have been tampered. |
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| Received Wrong Item | Report the return of an item received, that is not the same as the original item sent to the customer. |
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** NOTE: Your appeal will be reviewed and responded to within 1-2 business days. You will be informed if your appeal was approved or denied. DO NOT RETURN the item to the customer before a response is received. Sending the item back before receiving a response will result in a full refund issued to the customer on your behalf.