如何建立一個退貨授權?
建立一個退貨授權 (RMA)為已開立發票在 portal 3.0 中的訂單，當您收到客戶的電子郵件退貨請求時。
可用平台： Newegg.com, Neweggbusiness.com, Newegg.ca
RMA 流程
SBS RMAs 被分為三個流程：Item Not Received、Item Damage 和 Other RMA Reasons。
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未收到商品
- 此流程圖是專門針對客戶聲稱未收到的訂單的RMA。
- 潛在的賣家操作:
- 發起退款
- Appeal – Proof of Delivery / Carrier Claim Number / Updated Tracking Number （提交申訴後，Newegg 客服將處理並決定退貨結果。）
- 當賣家在 RMA 後未採取任何行動時，即屬於未執行操作。兩個（2）工作日, 導致一個自動退款給客戶。
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商品損壞
- 此流程是專為客戶收貨後聲稱商品受損的訂單設計的 RMA。
- 潛在賣家操作:
- 發放退款。
- 申訴 – Carrier claim number (在建立運送標籤之前)，Return not received (在建立運送標籤之後)。
- 發行退貨標籤。
- 退貨標籤會立即提供給我們的客戶。
- 此例外情況為項目金額超過 $1,000 時而且以下列出的子類別之一：
顯示器 – LCD 平板 液晶電視 顯示器 – 可攜式與觸控螢幕 商業電視 電競顯示器 LED 電視 商用顯示器 - 注意：客戶在選擇此 RMA 原因時，必須上傳圖片。客戶上傳的圖片將在 RMA 詳情中提供給賣家。
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其他 RMA 原因
- 此流程為專門針對除「Item Not Received」或「Item Damage」以外的所有其他原因的 RMA。
- 潛在的賣家操作：
- 發放退款。
- 申訴：未收到退貨。
- 在系統偵測到已收到 RMA 後，賣家未採取任何行動兩 (2) 工作天可能導致自動退款給客戶。
- 例外：RMA 金額超過 $1,000 – Marketplace Support 將審核此案例
付款報告 – EWRA 手續費
Transaction Detail: 關於 EWRA 稅費，這將顯示為賣家帳戶的貸方，且在退款 RMA 處理時也會自動扣除。
RMA 處理窗口
處理 RMA 必須在兩 (2) 個工作日.
賣家必須在 RMA 交付後的兩（2）個工作天內發出退款，以避免自動退款已告知客戶的金額。
預付標籤
Newegg 會向顧客提供標籤。賣家將在以下情況的退貨標籤費用中被扣除：重量低於 50lbs 的退貨、受損或有缺陷的產品、寄錯的產品，或產品與網站上顯示的不符。
建立 RMA
- 前往賣家平台並將滑鼠指標懸停在列表圖示（左上角）上，然後選取訂單 > 訂單清單.
- 選擇已出貨tab 以檢視所有已開立發票的訂單。
- 輸入您要建立退貨的訂單號碼，然後點擊搜尋圖示按鈕然後點擊建立退貨請求用於開始退貨請求的按鈕。注意：您可以在搜尋欄位中輸入多個訂單號碼，使用分號 “;” 進行分隔。
- Newegg 將自動提供退貨運單，並在客戶的 RMA 確認電子郵件中包含該運單與費用資訊（前提是退回的商品符合條件）。Select返回類型退貨與退款或更換針對訂單中的商品。
- 輸入退款或更換的基本資訊：
- 賣家 RMA 編號：您自己的 RMA 編號。您可以提供賣家 RMA 編號給客戶的 RMA 處理，賣家 RMA 編號將隨 Newegg Marketplace RMA 請求一起附加作為參考。
- 繼續執行退貨退款：選擇此選項將把退款發放給客戶。您要麼已收到退回的商品，要麼允許買家保留商品。如果您需要在退款前先退回商品，請勿選擇此選項。不適用於換貨請求。
- 請求中的項目預設為未勾選。 選擇將處理退貨的項目。
- 退貨與退款或更換退貨類型，提供退貨原因以及額外資訊，包括退貨數量、補貨手續費和/或運費。 注意原因未收到商品,商品損壞, 或其他 RMA 原因請參考我們的RMA 流程取得更多細節。注意：補貨手續費將完全免除，不論退貨原因或商品重量。
- 退貨與退款
- 更換
- 退貨與退款
- 輸入備註為可選項，點擊提交退貨請求按鈕以創建退貨。
補貨手續費
賣家將無法向客戶收取補貨手續費。補貨手續費將全額免除，無論退貨原因或商品重量為何。
完成 RMA
當您收到客戶退回的 商品(s) 並完成流程時，只需在 return list page 上發放退款或發放更換，點擊這裡了解詳情。
免退貨退款
對於 Marketplace 賣家而言，讓顧客保留商品並退款，通常比支付退貨運費更具成本效益。”Returnless Refunds” 為賣家提供建立規則的選項，允許顧客保留商品，同時仍能收到退款。這些規則基於 2 個因素，the商品價格上限以及退貨訂單限制.無需退貨退款規則與條件
- 商品價格限制:此限制由賣家設定，代表任何單一商品的最高價值。若商品價值低於或等於此限制，客戶將獲得退款且無需退貨。
- 退貨訂單限制：此上限由賣家設定，代表最高總退款金額。如果退貨商品的總價值小於或等於此上限，客戶將直接獲得退款，無需退貨。
為了讓這些規則有效套用，退貨訂單上限必須等於或大於商品價格限制. 此外，為了協助保障我們的賣家，如果限制設定超過 $100，系統會要求賣家確認金額，因為任何已發出的 RMA 都將自動退款，且客戶將保留商品（項目）。
可用平台：Newegg.com, Neweggbusiness.com, Newegg.ca 供 SBS & SBN 賣家
同一訂單的多次退貨
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- 如果客戶恰好在同一訂單下提交多筆退貨，則退貨訂單上限將套用於所有 RMA 總價值的合計。
請注意：
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- 如果在任何時候退款金額超過設定的上限，將會提供給客戶退貨標籤，且客戶需退回其商品。兩項規則必須同時作用才能生效。
- Instant Return Refund 條件適用於所有退貨原因，除了 “Item Not Received.
- 為了讓客戶收到即時退款，兩個條件必須同時適用。
- 稅金與運費為不在計算總 RMA 退款金額時已包含。
- 如果退貨符合賣家所訂立的條件，賣家與顧客都將收到自動電子郵件。
- 系統會向賣家發送通知，指出在賣家入口的退貨清單中已套用即時退款。
- 要存取 Returnless Refund 設定，請 navagate 到 Sellers Portal 中 Shipping Settings 下的 “Return Policy and Info” 頁面。
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- 若要輕鬆檢視適用 Returnless Refund 規則的退貨，您可從 Sellers Portal 中的 Returns 頁面進行排序。
- 如果您（賣家）正在為客戶建立退貨，且符合您的 Returnless Refund Rules，您將會收到如以下所示的通知。系統會要求您確認是否要套用 Returnless Refund，或僅建立標準的 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.
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- 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.