如何创建退货授权？
创建一个退货授权 (RMA)用于Invoiced在 portal 3.0 中处理订单，当您收到客户的电子邮件退货请求时。
可用平台：Newegg.com, Neweggbusiness.com, Newegg.ca
RMA 流程
SBS RMA 被划分为三条流程：Item Not Received、Item Damage 和 Other RMA Reasons。
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未收到商品
- 此过程流是针对客户声称未收到的订单的专用RMA。
- 潜在卖家操作：
- Issue Refund
- 申诉 – 送货凭证 / 承运人索赔号码 / 更新的追踪号码 (提交申诉后，Newegg 客服将处理并决定退货结果)。
- 当卖家在 RMA 之后未采取任何行动时，即视为不采取行动。两个 (2) 工作日, 导致自动退款给客户。
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商品损坏
- 此流程是针对客户收货后声称受损的订单的专用RMA。
- 潜在卖家操作：
- 发起退款。
- Appeal – Carrier claim number (在创建运单之前), Return not received (在创建运单之后).
- 生成退货标签。
- 我们会立即向客户提供退货标签。
- 例外情况是如果商品价值超过 $1,000以及以下列出的子类别之一：
显示器 – LCD 平板 LCD 电视 显示器 – 便携式 & 触摸屏 商业电视 游戏显示器 LED电视 商用显示器 - 备注：客户在选择此 RMA 原因时需要上传图片。客户上传的图片将在 RMA 详情页对卖家可见。
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其他 RMA 原因
- 此流程是针对除 “Item Not Received” 或 “Item Damage” 之外的所有其他原因的专用 RMA。
- 潜在卖家操作：
- 发起退款。
- 申诉：未收到退货。
- 在系统检测到已收到 RMA 后，卖家不采取任何行动两 (2) 个工作日可能导致自动退款给客户。
- 异常：RMA金额超过 $1,000 – Marketplace Support 将审查此案例
付款报告 – EWRA费用
交易明细：关于 EWRA 税费，这将在卖家账户中显示为贷记，并且在处理退款 RMA 时也会自动借记。
RMA 处理窗口
处理 RMA 必须在两个（2）工作日.
卖家必须在RMA交付后两个（2）工作日内发起退款，以避免对告知客户的金额进行自动退款。
预付标签
Newegg 将为客户提供标签。Seller 将在以下情况下扣除标签费用：退货重量低于 50 lbs、产品损坏或有缺陷、发错的产品，或产品与网站上显示的不符。
创建 RMA
- 转到卖家门户并将鼠标指针悬停在列表图标（左上角），然后选择订单 > 订单列表。
- 选择已发货tab 查看所有已开具发票的订单。
- 输入您将要创建退货的订单号，然后点击搜索图标按钮然后点击创建退货请求按钮以开始退货请求。注意:您可以在搜索框中输入多个订单号，使用分号 “;” 分隔。
- 如果退回的产品符合条件，Newegg 将自动提供退货运单标签，并在客户的 RMA 确认邮件中包含该标签及费用信息。Select返回类型退货与退款或更换针对订单中的商品。
- 输入退款或更换的基本信息：
- 卖家 RMA 编号：您的 RMA 编号。您可以提供卖家 RMA 编号用于客户 RMA 处理，卖家 RMA 编号将在 Newegg Marketplace 的 RMA 请求中附加，以供参考。
- 继续进行退货退款：选择此选项将把退款发放给客户。您要么已收到退回的商品，要么允许买家保留商品。如果您需要在发放退款之前先退回商品，请不要选择此选项。不适用于更换请求。
- 请求中的商品默认未选中。 请选择将用于退货处理的商品。
- 退货与退款或更换退货类型，提供退货原因以及额外信息，包括退货数量、补货手续费和/或运费。 关于原因的说明未收到商品,商品损坏, 或其他 RMA 原因请参考我们的RMA 流程获取更多详情。注：补货手续费全部免除，无论退货原因或商品重量如何。
- 退货与退款
- 替换
- 退货与退款
- 输入备注为可选，点击提交退货请求用于创建退货的按钮。
补货手续费
卖家将无法向客户收取补货手续费。补货手续费将完全免除，无论退货原因或商品重量如何。
完成 RMA
当您收到客户退回的商品以完成流程时，只需在退货列表页面上发起退款或更换，点击此处详情请参阅。
无退货退款
对于 Marketplace 卖家来说，让客户保留商品并退款通常比支付退货运费更具成本效益。”Returnless Refunds” 为卖家提供创建规则的选项，允许客户保留商品，同时仍可获得退款。这些规则基于 2 个因素，商品价格限制以及退货订单上限.无退货退款规则与条件
- 商品价格限制：此限制由卖家设定，代表任意单个商品的最高价值。如果商品价值低于或等于此限制，客户将在无需退货的情况下获得退款。
- 退货订单限制：此限额由卖家设定，表示最高的总退款金额。如果退货商品的总价值小于或等于此限额，客户将在无需退货的情况下获得退款。
为了让这些规则能够有效适用，退货订单限制必须等于或大于商品价格限制. 此外，为帮助保护我们的卖家，如果限制设置超过 $100，卖家需确认该金额，因为任何已发出的 RMA 将自动退款，且客户将保留商品。
可用平台：Newegg.com, Neweggbusiness.com, Newegg.ca，适用于 SBS & SBN 卖家
同一订单的多次退货
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- 如果客户恰好在同一订单下提交了多个退货，退货订单限额适用于所有 RMAs 的总价值。
请注意：
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- 如果在任何时候退款金额超过设定的限额，系统将为客户提供退货标签，客户需要退回其商品（们）。两个规则必须共同生效才能发挥作用。
- 即时退货退款条件适用于除 “Item Not Received” 之外的所有退货原因。
- 为了让客户收到即时退款，两个条件必须满足。
- 税费和运费是不是在计算总 RMA 退款金额时计入。
- 如果退货符合卖家设定的条件，卖家和客户都将收到一封自动邮件。
- 会向卖家发送 Notification，指示已在 Seller Portal 的 Return List 中应用即时退款。
- 要访问 Returnless Refund 设置，请 navagate 到 Sellers Portal 中的 Shipping Settings 下的 “Return Policy and Info” 页面。
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- 要轻松查看适用 Returnless Refund 规则的退货，您可以在 Sellers Portal 的 Returns page 中对其进行排序。
- 如果您（卖家）正在为客户创建退货且适用您的 Returnless Refund Rules，您将收到如下所示的通知。系统将询问您是要应用 Returnless Refund 还是仅创建标准的 Return Authorization。
Q&A Marketplace Guarantee
A: Newegg Marketplace Buyers can be confident they will receive the same level of customer service they’ve come to expect from Newegg when purchasing from Marketplace Sellers. With that in mind, we offer the Newegg Marketplace Guarantee for purchases made from our third-party Sellers. With the Newegg Marketplace Guarantee, if a Buyer meets the requirements below, they may be eligible for reimbursement of the purchase price of any item they purchase from a Newegg Marketplace Seller.
To be eligible for the Marketplace Guarantee for an item ordered from a Marketplace Seller, Buyers must meet all of the following requirements:
- The item was: (a) never received by the Buyer or (b) received by the Buyer but is damaged, defective, or materially different from what was displayed on the Newegg.com website by that seller or (c) received by the Buyer and eligible for a return.
- If the item was damaged, the Buyer notified the seller within 15 days after receiving the item.
- If the item is eligible for a return and the Buyer filed a Return Request according to the return procedures.
- Buyer returned an eligible item according to the return policy, including all parts in their original condition to the Seller and following the Seller's applicable return policy and procedures.
- The Seller did not refund the amount the Buyer paid for the item (net of any reasonable restocking charge imposed by the Seller and original shipping cost when appropriate).
A: Marketplace Sellers are responsible for managing and supporting Buyer orders, including shipping and handling, customer service, exchanges, and returns. If Marketplace Buyers have questions about a product purchased from a Marketplace Seller or a problem with a Marketplace order, the Buyer should contact the Seller directly. If the Buyer cannot resolve the issue with the Seller, Newegg Marketplace Customer Service is available to help resolve issues according to the Newegg Marketplace Guarantee.
A:
- The Seller failed to deliver the item past the maximum estimated delivery date.
- The item was not shipped, nor was a refund issued.
- The item was lost in transit, and the Seller could not provide proof of delivery. *Note for Sellers*Resolve an “item not received” Return Request by providing the proof of delivery
- The item arrived but is damaged, defective, or materially different from what was described on the Newegg.com website.
- Invalid tracking number(s) provided to the Buyer.
- The Seller's failure to respond to the Buyer’s email in 2 business days.
- Item is eligible for a return, and the Seller failed to respond adequately to the Buyer’s Return Request.
- The item was returned to the Seller; however, the return was not processed.
- The Seller agreed to refund the Buyer but never completed the refund.
- The item had a warranty listed at the time of purchase, but the manufacturer had denied the advertised warranty.
A: For every Return Request, you will receive an email notification with details. You can also review the request details at Seller Portal > Order > Return List. We encourage you to regularly check your Seller account to be sure you’re aware of all Marketplace Guarantee Return Requests filed against you.
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For each Return Request, the Seller has 2 business days to work with the Buyer to resolve any issues. After that window, the system will automatically process the Return Request for the Buyer.
Buyers may submit a Return Request under three main classifications:
- Return Reason: Item Not Received
- Return Reason: Damaged Item
- Return Reason: All Other Causes
- Process the refund. This completes the Return Request.
- Appeal. The Seller can appeal the Return Request, which notifies Newegg Marketplace Seller Support to investigate the appealed Return Request and determine the outcome. This completes the Seller’s portion of the Return Request unless Seller Support indicates additional actions are required by the Seller.
- Failure to Process Refund. If a Return Request is not processed or appealed within 2 business days, the system will auto-generate an approval for the Buyer. This completes the Return Request and will negatively impact Seller Performance.
- Process the refund. This completes the Return Request.
- Appeal. The Seller can appeal the Return Request, which notifies Newegg Marketplace Seller Support to investigate the appealed Return Request and determine the outcome. This completes the Seller’s portion of the Return Request unless Seller Support indicates additional actions are required by the Seller.
- Failure to Process Refund. If a Return Request is not processed or appealed within 2 business days, the system will auto-generate an approval for the Buyer. This completes the Return Request and will negatively impact Seller Performance.
- Process the refund. This completes the Return Request.
- Appeal. The Seller can appeal the Return Request, which notifies Newegg Marketplace Seller Support to investigate the appealed Return Request and determine the outcome. This completes the Seller’s portion of the Return Request unless Seller Support indicates additional actions are required by the Seller.
- Failure to Process Refund. If a Return Request is not processed or appealed within 2 business days, the system will auto-generate an approval for the Buyer. This completes the Return Request and will negatively impact Seller Performance.
A: To resolve a Return Request, simply visit Seller Portal > Order > Return List and locate the open Return Request. A Seller has the option to immediately resolve the Return Request by processing a return or appealing the request. If no appeal or action is taken by the Seller, a return will automatically process after 2 business days.
A: Newegg does not require that Buyers return the item they received once reimbursed for an order via the Marketplace Guarantee Return Request. Instead, an arrangement can be made directly between the Seller and the Buyer to return the item afterward.
A: Please go to the following Seller Academy article here to learn more about the Appeal Types and Use Cases.
A: Suppose a Seller appealed a Return Request within 2 business days and still disagrees with the resolution decision. In that case, they should contact Seller Services. If the resolution decision is automatic and a result of the Seller failing to appeal the Return Request within 2 business days, then the resolution decision stands and cannot be altered.
A: Failure to act on the mandatory 2-day Return Request window will affect your order defect rate. However, please be advised all RMA refunds issued through the account will remain within your performance metrics as a record of the refunds issued on the account.
To learn how actions impact your Seller performance measurement, please reference our Newegg Seller Performance Measurement guide.