Shipping & Logistics
Can I manage return shipments?
Summary
Yes. Merchants can manage return shipments according to their return policy and logistics setup. Return pickup or reverse logistics may be supported through connected logistics partners where available. The merchant is responsible for approving returns, coordinating pickup, inspecting products, and processing refunds or exchanges.
Who this is for: Merchants who want to manage return pickups, reverse logistics, exchanges, and returned products.
Can I manage return shipments in ShopIQ?
Yes. Merchants can manage return shipments based on their store policy and logistics setup. A return shipment is created when a customer sends a product back to the merchant after delivery, usually due to return, exchange, wrong item, damaged product, or cancellation after shipment.
Can customers initiate return requests?
Yes. Customers can initiate return or refund-related requests from the website where allowed by the merchant's rules. The merchant reviews the request and decides whether to approve the return based on the published policy.
Can return pickup be arranged automatically?
Return pickup support depends on the connected logistics provider and reverse logistics setup. If the logistics partner supports reverse pickup and the workflow is configured, return pickup may be scheduled through the logistics workflow. The exact process depends on the provider's capabilities and merchant account setup.
What is reverse logistics?
Reverse logistics is the process of moving a product from the customer back to the merchant. It may include:
- Return pickup
- Customer handover
- Return tracking
- Transit back to merchant
- Product inspection
- Replacement or refund decision
- Restocking, if applicable
Who pays for return shipping?
Return shipping responsibility depends on the merchant's return policy. For example, the merchant may pay if the product is damaged or wrong; the customer may pay for size change or preference returns; or return shipping may be deducted from the refund. Merchants should clearly mention return shipping rules on the website.
What should merchants check after receiving a returned product?
- Product condition
- Original packaging
- Tags or labels
- Signs of usage
- Damage
- Missing accessories
- Wrong product
- Return reason
- Eligibility under policy
- Refund or exchange eligibility
Can return status update automatically?
Return status may update automatically if the logistics provider supports reverse logistics tracking and is integrated properly. For example, return status may show pickup scheduled, picked up, in transit, returned to merchant, or return completed where supported.
Does return shipment management consume AI credits?
No. Manual return shipment management does not consume AI credits. AI credits are consumed only if merchants use AI-powered workflows such as drafting customer replies, analyzing return reasons, or generating policy content.
The merchant remains responsible for approving returns, reverse logistics coordination, refunds, exchanges, inspection, and customer communication.