完成退货请求

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:

1. 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.
2. If the item was damaged, the Buyer notified the seller within 15 days after receiving the item.
3. If the item is eligible for a return and the Buyer filed a Return Request according to the return procedures.
4. 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.
5. 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).

We at Newegg will do our best to approve or deny any request under the Newegg Marketplace Guarantee within 1 or 2 weeks. Processing of requests may be shorter or longer depending on the complexity of the request and the volume of requests received.

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:

1. The Seller failed to deliver the item past the maximum estimated delivery date.
2. The item was not shipped, nor was a refund issued.
3. 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
4. The item arrived but is damaged, defective, or materially different from what was described on the Newegg.com website.
5. Invalid tracking number(s) provided to the Buyer.
6. The Seller's failure to respond to the Buyer’s email in 2 business days.
7. Item is eligible for a return, and the Seller failed to respond adequately to the Buyer’s Return Request.
8. The item was returned to the Seller; however, the return was not processed.
9. The Seller agreed to refund the Buyer but never completed the refund.
10. 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.

A: 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:

1. Return Reason: Item Not Received
2. Return Reason: Damaged Item
3. Return Reason: All Other Causes

Return Reason: Item Not Received – For this classification, the system will not auto-generate a return shipping label. Instead, the system will notify the Seller via email that a Return Request is active. The Seller has three options:

1. Process the refund. This completes the Return Request.
2. 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.
3. 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.

Return Reason: Damaged Item – For this classification, the system will not auto-generate a return shipping label. Instead, the system will notify the Seller via email that a Return Request is active. The Seller has three options:

1. Process the refund. This completes the Return Request.
2. 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.
3. 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.

Return Reason: All Other Causes– For this classification, the Buyer will select on the Newegg website if they desire a refund or replacement and choose whether they want to use a Newegg Shipping Label or their own label. The Seller has three options:

1. Process the refund. This completes the Return Request.
2. 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.
3. 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.