Handle Customer Returns (Seller Guide)
If a customer requests a return, you’ll need to review, respond, and complete the process based on the return reason and policy.
Where to View Return Requests
- Go to Seller Dashboard
- Open Orders
- Select Returns / Return Requests
- Click on the specific order to view details
You will see:
- Return reason
- Customer comments
- Product condition (if available)
- Return eligibility status
How to Handle a Return Request
Step 1: Review Request
Check if the return reason is valid:
- Wrong item
- Damaged product
- Defective item
- Not as described
Step 2: Approve or Reject
Approve Return
Approve if:
- Product is eligible under return policy
- Reason is valid
- Within return window
Next steps:
- Arrange pickup (if supported)
- Or provide return shipping instructions
Reject Return
Reject if:
- Return window is expired
- Product is used or damaged by customer
- Return reason is invalid
- Item is non-returnable category
Step 3: Product Inspection (After Return)
Once item is received:
- Check condition carefully
- Verify original packaging, tags, accessories
- Compare with order details
Refund or Replacement Handling
After inspection:
Refund
- Refund is initiated to customer’s original payment method or wallet
- Processing time depends on payment gateway
Replacement
- Send a new product if available in stock
- Update order status accordingly
Return Status Flow
- Return Requested
- Return Approved / Rejected
- Pickup Scheduled
- Item Received
- Under Inspection
- Refund / Replacement Completed
Common Seller Responsibilities
- Respond to return requests within SLA
- Keep proof of product condition (packing, dispatch images if possible)
- Maintain clear communication
- Follow platform return policy strictly
Tips to Reduce Returns
- Use accurate product descriptions
- Upload clear images
- Ensure proper packaging
- Check quality before dispatch
- Keep size charts accurate (for fashion items)
Need Help?
If a return case is unclear or disputed:
- Contact Buysuq Seller Support
- Raise a dispute with order ID
- Provide evidence (images/videos)