Merchants: Frequently Asked Questions

Can customers drop their return off at any ReturnBear Return Point?

Customers who select Return for Instant Refund (Drop-off) as their Return Service can always drop their return off at any ReturnBear Return Point, regardless of which specific location was selected at the time of creating their request.

Upon return request approval, customers are sent an email with next-step instructions, including the address of the Return Point selected when they submitted their return request. If this location is no longer convenient, they can click Drop-Off at Any of These Locations to browse all ReturnBear Return Points using the Return Point Locator. 

There is no need to make any modifications to their return request should they choose to visit an alternate location.

What is the Return Policy Checklist and how does it impact return requests?

The Return Policy Checklist displays criteria based on your return policy. Customers are required to use this checklist to disclose the condition of the items being returned. They should only check the boxes that accurately reflect the condition of the items. 

When submitting a return, if all items meet every criterion on the Return Policy Checklist and all boxes are checked, the return will be automatically Approved. If any item does not meet a criterion or any box is left unchecked, the return will be marked as Pending and require merchant approval.

For more details, see Approve Requests.

How can exceptions be made for customers?

In most cases, your return policy can be overridden to make exceptions for customers by accessing the legacy Consumer portal or ReturnBear RMA Portal in Admin Mode. To access either portal in Admin Mode, click Create Return in the ReturnBear Admin.

Admin Mode enables merchants to create return requests:

• For items/orders that fall outside of the return window
• That override any configured rules related to return eligibility (i.e. returning final sale items)
• That override any boxes left unchecked on the Return Policy Checklist

For more information, see Admin Mode: Overriding your return policy.

There are limitations to what Admin Mode can override. If you are using Admin Mode but still unable to create a return, please contact us for assistance. Admin Mode should only be accessed and used by merchants, not customers.

How can an error message appearing in the portal be resolved?

There are many reasons why an error message may appear in the legacy Consumer portal or ReturnBear RMA Portal. For more information on common issues and error messages and how to resolve them, see Common issues and error messages.

How can I send the customer a copy of their drop-off QR code?

You can resend the email containing the QR code to the customer via the ReturnBear Admin.

For more information, see Resending emails to customers.

What is checked at a ReturnBear Return Point?

At the Return Point, the associate will confirm which items declared in the return case the customer is actually returning and whether or not the items are in new/unused condition.

How are returns verified at a ReturnBear Return Point?

If any items in a customer's drop-off return are marked as unreceived or damaged/used by the associate accepting their return at the Return Point, the customer will not be turned away. Instead, the verification status will be recorded, their return will be accepted, and in the case of damaged/used items, their payout will be held. The customer will receive the following email 20 minutes after dropping-off their return notifying them that a reverification of their return is required and their payout will be delayed.

For more information, see Resolve Exceptions.

When does the customer receive their payout?

Payouts are triggered instantly for all return cases that pass verification at a ReturnBear Return Point. Any items marked as unreceived are excluded from the customer's payout.

Payouts are held if any of the items in the return case are marked as damaged/used.

ReturnBear cannot trigger payouts for Undeclared or Unknown items.

For more information, see Resolve Exceptions.

How can I send the customer a copy of their shipping label?

You can resend the email containing the shipping label to the customer via the ReturnBear Admin.

For more information, see Resending emails to customers.

It is also possible to download the shipping label as a PDF from the return case's detail page in the ReturnBear Admin by clicking the Download Shipping Label button.

What is checked at a ReturnBear Hub?

All returns that arrive at a ReturnBear Hub are verified to confirm the condition of the returned items. ReturnBear offers Grading as an additional, optional service which involves more in-depth inspection of each individual item resulting in either Repackaging or Donation, depending on each item's condition.

For more information, see Service Definitions and Standard Operating Procedures (SOPs).

When does the customer receive their payout?

Payouts are triggered instantly for all return cases that pass verification at a ReturnBear Hub. Any items marked as unreceived are excluded from the customer's payout.

Payouts are held if any of the items in the return case are marked as damaged/used.

ReturnBear cannot trigger payouts for Undeclared or Unknown items.

After a payout has been triggered, the customer can expect to see their refund within 5-7 days. Please note that ReturnBear does not handle the actual release of funds, this is all managed by Shopify and the relevant payment gateway.

For more information, see Resolve Exceptions.

Why do some return requests require manual approval?

If any box is left unchecked on the Return Policy Checklist, the return will be marked as Pending and require merchant approval. All pending return requests can be found under Returns > Approve Requests in the ReturnBear Admin. Locate the return case and view its details to determine whether you would like to Approve or Deny the request.

For more information, see Approve Requests.

How can an error message preventing return case approval be resolved?

If you encounter an error message when attempting to approve a pending return request, please contact us with the return details for assistance.

For more information, see Common issues and error messages.

What does it mean if a return case fails verification?

An item in a return case is considered to have failed verification if:
- Unreceived: Item is declared in the return case but is not received
- Undeclared: Item is not declared in the return case and is received either in addition to or instead of the item(s) declared in the return case
- Damaged/used: Item returned shows signs of wear, use, or damage
- Unknown: Item or return received does not exist in ReturnBear's system and cannot be processed

Items marked as Unrecieved will be automatically excluded from the customer's payout. For return cases where items have been marked as Damaged/used, the payout to the customer will be held. You must review the return case and click on one of the options under the Resolve button to close the return case. ReturnBear is unable to trigger payouts for Undeclared and Unknown items, but will reach out to you for next step instructions on how best to handle the items on a case by case basis.

For more information, see Resolve Exceptions.

Why is a resolved return case still appearing under Resolve Exceptions?

If you have resolved a return case but it is still appearing under Resolve Exceptions, contact us with the return details for assistance.

Why does a return show it was refunded by ReturnBear in Shopify, but not in the ReturnBear Admin?

If a return was refunded by ReturnBear or from the ReturnBear Admin and there is a record of the refund occurring in Shopify, but this is not accurately reflected in the ReturnBear Admin, contact us with the return details for assistance.

What happens if a return passes verification at a ReturnBear Return Point, but fails verification at a ReturnBear Hub?

Instances like these are covered under our Risk Free Policy for Verified returns. 

Review the ReturnBear Risk Free Policy for more information.

What happens if merchandise is lost in ReturnBear's possession?

Review the ReturnBear Risk Free Policy for more information regarding our policy for Lost merchandise.