Q&A – Important Changes in the Newegg Marketplace Policy

Contents

Major Changes on Requirements for Marketplace Customer Return Policy

What are the major changes on how seller setup customer return policy?
- Offer return policies which are equivalent or better than:
- Thirty (30) calendar day return period from invoice date for refund and replacement
- Online RMA request and return shipping label will be available for all Newegg websites and mobile app. For details of online RMA process and how Newegg offers return shipping label, please click here.
- RMA request must be processed within five (5) business day after returned item is received (No longer valid)
- Effective Day: March 3, 2020
- Updated February 1, 2021: RMA request must be processed within ten (10) business days after returned item is received
- Updated October 1, 2021: RMA request must be processed within five (5) business days after returned item is received
How seller will be notified if there is a new RMA request?
An email notice will be sent to seller each time a customer requested a return request. All return requests will be available from Seller Portal at: Manage Order > Return List. Furthermore, for sellers who currently integrated with Newegg API, newly received return requests can be retrieved by API call: Get RMA Information.
What are the return reasons customer can select through online RMA?
- Defective
- Not Match What We Show
- Sent Wrong Item
- Incompatible
- No Longer Needed
- Product Dissatisfactions
- Ordered Wrong Item

Who will be responsible for return shipping label cost?
Depending on the return reasons, customer may receive free return shipping label and the cost of label will be applied to seller.
- Cost of return shipping label will be applied to seller for below return reasons:
  - Damage*
  - Defective
  - Not Match What Was Shown on Website
  - Sent Wrong Item
  *Return reason which is only available for seller to select in Seller Portal

- Cost of return shipping label will be applied to customer for below return reasons:
  - Incompatible
  - No Longer Needed
  - Product Dissatisfaction
  - Order Wrong Item

- For seller who has opted in Newegg Return Service, each individual product returned by customer to Newegg Return Center will be subject to return processing fee which is equivalent to total Shipped by Newegg (SBN) fulfillment fee (click here for Canada SBN rates). Seller will also be responsible for the cost of return shipping label for return reasons: Damage, Defective, Item Did Not Match What We Show, and Sent Wrong Item
Important note: Return shipping label fee is calculated based on package dimension and weight seller provided in sales order when generating package in Seller Portal. If additional return shipping label fee is incurred and billed by shipping carrier to Newegg due to incorrect package dimension or incorrect weight, seller will be responsible for the additional return shipping label fee regardless of which return reason is selected by customer.

Can I charge customer for restocking fee?
You can charge up to 15% of item unit price as restocking fee for below return reasons
- Incompatible
- No Longer Needed
- Product Dissatisfaction
- Order Wrong Item

How is return shipping label fee calculated for return shipping labels offered to customer by Newegg?
Return shipping label fee is calculated based on package dimension and weight seller provided in sales order when generating package. If additional return shipping label fee is incurred and billed by shipping carrier to Newegg due to incorrect package dimension or incorrect weight, seller will be responsible for the additional return shipping label fee regardless of which return reason is selected by customer
What can I do if return reason selected by customer does not match the actual condition of returned items?In case of return reason selected by customer does not match the actual condition of a returned item, seller will be able to edit return reasons via Seller Portal or API. However, seller will still be responsible for return shipping label cost after return reasons changed. When return reason changed, seller will be able to charge customer for restocking fee up to 15% of item unit price.
Where will my item be returned to if customer receives a Newegg return shipping label?
- If you select “Local Return Address” in return policy and information setting, your item will be returned to the address you set as “Local Return Address”. To add or edit your “Local Return Address”, please go to Seller Portal > Manage Account > Shipping Setting > Step 3: Return Policy and Info.
- If you select “Newegg Return Service” in return policy and information setting, your item will returned to Newegg Return Center. Newegg Return Center will temporarily accumulate your return inventory and ship it to your designated inventory return address at your cost. For more Newegg Return Service information, please click here.

Will customer be able to submit online RMA request for all items?
No online RMA will be accepted and customer is required to contact Seller directly for RMA request if:

Damaged Product. For damaged product, seller must assist customer to process RMA request, offer free return shipping label to customer, and file claim against shipping carrier if applicable. For Shipped by Newegg orders or sellers who opt-in to the Newegg Return Service, a free return shipping label will be provided to customer and claim will be filed against carriers by Newegg if applicable
Large and Heavy Product such as TV and furniture. Seller must assist customer to process RMA requests for any product:
- Weighing more than 150 lbs
- With package length exceeding 95”
- With package length + girth exceeding129”
Low value items: the total amount of return shipping label cost and restocking fee defined by Seller is greater than item unit price
Items sold and shipped to any Non-continental US States and Territories
Customer will need to contact seller directly for RMA request on any damaged items in Shipped by Seller orders and Seller will need to offer free return shipping label to customer at Seller’s cost
Tires and Wheels

Non-Returnable Product Categories which seller may opt-in:

CD/DVD R/RW and Media	Digital Signage Software	DLP Replacement Lamps
Downloadable software and games	DVD-Movie & Video	MFR Service Plans
OEM Warranty	POS-Receipt Paper	POS-Software
Printer/Fax-Toners	Projector Lamps	Software-Licenses
Software-Security & Protection License	Software-Utility License	Standard Batteries & Chargers
Fresh Flowers & Plants	Gift Baskets	Wine
Food	Beverage

Is there is any product which is only eligible for Replacement Only Return Policy?
Seller will be able to opt-in Replacement Only return policy for below product categories:

Home Gadgets	Home Theater in a Box	Home Theater Projectors
Interactive Digital Signage	Kitchen Appliances	LCD TV
LED TV	Monitors-CRT	Monitors-Touchscreen
MP3 / MP4 Player Accessories	MP3 / MP4 Players	Nintendo DS Video Games
Nintendo Wii Accessories	Nintendo Wii Video Games	PDA / Handheld PCs
Plasma	Playstation & Playstation 2-Accessories	Point & Shoot
POS-Computers	POS-Mobile Computing	POS-Systems
Processors-Desktops	Professional Camcorders	Projector Screens
Projectors	PS2 Video Games	PS3 Accessories
PS3 Video Games	Rear Projection TV	Receipt Printers
Receivers	Satellite Radio-Receivers & Accessories	Scanners-Barcode
Server-System Processors	Telephones	TV Antennas & Accessories
TV Combo	VCR	Video Game Console
Video Game Consoles-Accessories	Video Games (PS2 / X-Box / Gamecube)	Video Walls
Xbox – Accessories	Xbox 360-Accessories	Xbox 360 Video Games
Xbox Video Games

Credit Card Information will be Required for opt-in any Newegg Marketplace Value-added Services

When will my credit card information be required?
- Your credit card information will be required anytime you are upgrading your Newegg Elite Seller Membership from Standard membership to Professional or Enterprise Membership (Only available for selling on Newegg.com.)
- In addition, effective January 13, 2020, all Newegg Marketplace sellers will be required to provide credit card information in Seller Portal while opting-in Newegg value-added services. If you already participating in any Newegg value-added services, you will need to update your credit card information by February 13, 2020. You may start adding your credit card information starting January 13, 2020. For information on how to update your credit card information, please click here.
  - Newegg value-added services which will require your credit card information:
    - Shipped by Newegg for Newegg.com, Neweggbusiness.com and Newegg.ca
      - Sending SBN Inbound Inventory to Newegg fulfillment centers
      - Creating Multi-Channel Fulfillment Orders
      - Creating Return Inventory Shipments
    - Shipping Label Service
    - A+ Content
Will my credit card information be required if I am not using any of Newegg value-added services?

Your credit card information will only be required when you opt-in to any Newegg value-added services or upgrade your Newegg Elite Seller Membership, (for selling on Newegg.com only), from Standard Membership to Professional or Enterprise Membership.
How can I add or update my credit card information in Newegg Seller Portal?
You can add or update credit card information in Seller Portal > Manage Account > Account Setting > Tab-Account Information > Tab-Financial Information > Section-Credit Card Settings
When will Newegg charge my credit card?
Newegg will charge your credit card only when your account balance is greater than -$500 starting from February 13, 2020.
Will my currently selected Newegg value-added services be affected if credit card information is not provided or credit card charges fail?

Effective February 13, 2020, all your currently selected Newegg value-added services will be disabled if credit card information is not provided or updated in Seller Portal:
- SBN Inbound Inventory Shipments cannot be created
- No SBN Multi-channel Orders can be created
- No SBN Return Inventory requests can be created
- Shipping Label Service will not be available for processing Newegg orders
- A+ Content Services will not be available
To add or update credit card information, please go to Seller Portal > Manage Account > Account Settings > Tab-Account Information > Section-Credit Card Settings
What kind of credit can Newegg accept?
Newegg accepts credit cards issued by all major credit card issuers (Visa, Master, American Express), including those issued outside the United States and Canada.

If you have any additional questions about these requirements please contact us directly by completing the short form.

Updated on Dec 19, 2019