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Refunds and Returns on JET

Jet expects sellers to accept returns without altering the amount refunded to the buyer within 2 business days of receiving the item. Sellers can reject a refund, but Jet highly recommends that you accept them.

 

*** Please go over this information very carefully to avoid double refunds ***

 

A buyer places an order.

A buyer returns an order or order was never delivered.

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RETURN

Returns are generated by a buyer. A buyer logs in to their Jet.com buyer account and issues a return, prints label and ships product back.

For a seller, new return requests are available in the RETURNS section of GeekSeller with the status 'created.'

REFUND

Refunds are generated by a seller. They are issued if a buyer is not able to generate a return request, product was never delivered to a buyer, or JET support requests that the seller generate a refund.

 

A seller receives a product back, and sees a new return in the returns section of GeekSeller. A seller has 2 business days to respond, either agreeing to charges or disagreeing. If a seller does not respond within two business days, JET automatically approves the full refund.

A seller edits an order in the orders section and clicks refund at the bottom of the order page. A seller can adjust the amount to be refunded. Refunds created by a seller are listed in the refunds section in GeekSeller.

DO NOT ISSUE REFUND, YOU HAVE ALREADY GIVEN MONEY BACK TO A BUYER BY AGREEING TO THEIR RETURN.

DO NOT AGREE TO RETURNS FOR THE SAME ORDER AFTER GENERATING A REFUND. PROCESSING THE RETURN HAS ALREADY GIVEN THEM THEIR MONEY BACK.

   




RETURNS

A buyer can request a return from his or her Order History in their Jet.com buyer account and sends the product back to the seller. The seller then receives and email from GeekSeller notifying them of the return request, but they should wait until the receive the returned product before processing the return. 

Sellers must process the return within 2 business days of receiving the returned product. If the refund on a return has not been processed within that time frame, Jet does reserve the right to process it on behalf of the partner, which means they automatically change their status to 'completed by merchant' within 48 hours.

Sellers can choose whether or not to cover the return shipping cost. When a seller does not agree to cover the return shipping cost, the JET support team reviews this and contacts the seller if clarification is needed. 
If a seller offers free returns, the seller will pay for the return shipping. If the merchant does not offer free returns, they will still pay for the return shipping, but JET will reimburse them on their settlement. 

A seller can reject a return by processing returns with a value of $0 to be refunded or specifying a partial refund.


REFUNDS

Refunds are generated by a seller from the orders page on GeekSeller. Refunds should be generated after a seller has received, processed, and evaluated the state of the returned product for which the buyer never created an electronic return request. Generating a refund for an order will alert Jet to refund to the customer the amount specified in the refund message.

Please note that if a buyer has already submitted return request you should not create refund.

Reasons why a refund may be necessary:

  • The order was rejected at the post office or buyer's address
  • The buyer sent the product back to the seller directly without first contacting Jet
  • The seller wants to refund the buyer for a damaged product before a return request is created
  • A seller marked an order as shipped but the package was not sent.

 

 

COMMON PROBLEM WITH DOUBLE REFUND AND RETURNS

Do not
refund orders for which you have already received return request.
Do not agree to return for an order you have already refunded. 

Sometimes you may receive two returns for the same order.
In those case, refund or return just one of them, and the other return should be submitted with Qty 0 of refunded products as shown below. 

If you have create a refund and then you receive a return request for the same order
change the refund QTY 0 on the return request and process it, otherwise you will refund the same order twice.


This is the return details page which you should submit when receiving a return request for already refunded order:

 

 

 

 

 

For more details about particular refund and fees, merchants should contact Jet support at partner@jet.com.

For more, watch this video about Returns and Refunds.