RETURNS AT DP WORLD FULFILLMENT

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DP World Fulfillment will accept returns (RET) in case of a delivery failure, or if the customer requests to send back the purchase. Please note, DP World Fulfillment will only process the inventory but will not handle refunds or exchanges.

Returns will be processed based on the details entered in your RETURN PREFERENCES set up or your RETURN ACTION information.

RETURN PREFERENCES

You will state your return preference for each product when you add or update your inventory. On the inventory product page, you can advise the primary Return Action and Backup Action.

ADD IMAGE

By default, the preference is configured to have the Primary Action as Restock and the Backup Action as Dispose. DP World Fulfillment is not liable for disposing of the returned products if you do not add/update your Return preferences for each product in your DP World Seller Portal. Therefore, it is imperative that you keep this information updated.

RETURN ACTION

You will manually instruct for each return what action to take when you create a return request in DP World Seller Portal.

COURIER RETURNS

When the courier is not able to deliver an order.

  • When a delivery attempt(s) is failed the courier will send a message to DP World Fulfillment and a return order will be automatically created in the Seller Portal.
  • Once an RET order is received at the warehouse, it will undergo a quality check. If the product(s) passes the quality check it will be restocked by default, unless a different Return Action has been set up by you in the DP World Fulfillment. If the return does not pass the quality check it will be moved to unsellable. Once it is moved to unsellable, the product cannot be recovered.
  • If a DP World fulfillment center physically receives back the original shipment without a Return to Sender (RTS) scan from the courier, then DP World Fulfillment will automatically do this for you.

CUSTOMER RETURNS

When the customer wants to return an order.

  • When a customer wants to return an order, before it is physically sent back to our fulfillment center you must create the return in your Seller Portal for DP World to process it.
  • Once an RET order is received, it will undergo a quality check. If the product(s) passes the quality check it will be restocked by default, unless a different Return Action has been set up by you in the DP World Seller Portal. If the return does not pass the quality check it will be moved to unsellable. Once it is moved to unsellable, the product cannot be recovered.
  • When creating a return order in the DP World Seller Portal, a unique Return ID is automatically generated by the system. This return ID must be added on the return label for the Fulfillment team to process the return in the facility.
  • The system will give you the option to add your own return reference number if different than the return ID generated by the system.

BATCH RETURNS

  • While batch products may be returned by your customers, we do not support restocking the product(s) based on their batch number and expiration date.
  • For Customer returns batch product(s), you can choose for the product(s) to be restocked or moved to unsellable (under Action Required).
  • For Courier returns batch product(s) the action to restock or move to unsellable will be actioned as per your Return preference.
  • For both Customer returns and Courier returns batch product(s), a quality check must be successfully passed before the product is restocked.
  • If Customer or Courier returns batch product(s) does not pass the quality check it will be moved to unsellable.
  • You must create a return order for each returned package on the DP World Fulfillment.

SHIPPING LABELS

  • DP World Fulfillment does not remove shipping labels that are attached to the external packaging of products.
  • If you ship such products, we recommend setting your Return/RTS Preferences as move to unsellable.
  • You can choose to send the product(s) back to DP World Fulfillment after removing old shipping labels.
  • You cannot create DP World Fulfillment return labels for international orders.

PRICING

PROCESSING FEE: This includes the processing of all items in the return and is only applied to your account when the return physically arrives at our fulfillment center.

THE PROCESSING FEE INCLUDES:

  • The Return Preference (restock or move to unsellable) for the product(s)
  • Quality check & basic inspection steps for restocked products

THE PROCESSING FEE DOES NOT INCLUDE:

  • Plugging in or testing electronic devices
  • Disassembly of the product (e.g., unscrewing, taking out batteries, etc.)
  • Serial scanning the product(s)
  • Logging any data on a third-party document such as a spreadsheet or third-party software
  • Sorting products within the return by lot numbers or expiration dates
  • Taking photos of the returned product(s)
  • Re-kitting products within the return
  • If a kitted product is being returned and there’s a high possibility it will be returned un-kitted, we recommend moving it to unsellable.

IMPORTANT NOTE: DP World Fulfillment reserves the right to change your returns processing fee if you have complicated or detailed inspection steps.

RETURN ITEMS ELIGIBILITY

WHICH ITEMS ARE NOT ELIGIBLE TO BE RETURNED TO DP WORLD FULFILLMENT?

The items below are not eligible to be returned to a DP World fulfillment center:

  • Any hazardous materials (e.g., fertilizers, aerosols, batteries)
  • Any food products

THESE PRODUCTS WILL BE DISPOSED OF UPON RECEIPT.

  • Intimate apparel, toys, or any intimacy-related goods
  • Syringes or medical supplies that include testing/sample kits
  • Medical supplies used for the collection of fluids
  • Medicine (e.g., vitamins and supplements).

PLEASE NOTE THAT BY DEFAULT DP WORLD FULFILLMENT WILL NOT HANDLE THE BELOW ACTIONS

  • Plugging in or testing electronic devices
  • Disassembly of the product (e.g., unscrewing, taking out batteries, etc.)
  • Re-kitting products within the return
  • If a kitted product is being returned and there’s a high possibility it will be returned un-kitted by your customers, we recommend disposing of or quarantining it.

For example, products A and B are tied together with ribbons in a branded poly mailer. If your customers don’t send the products back to DP World Fulfillment that exact way, they are considered de-kitted, and DP World Fulfillment will not be able to re-kit the products or store them with the kitted products.

  • Serial scanning the product(s)
  • Logging any data on a third-party document such as a spreadsheet or third-party software
  • Sorting products within the return by lot numbers or expiration dates
  • Taking photos of the returned product(s)

SLA: 5 Business Days.

SLA TIMELINES FOR ON-HOLD RESOLUTION

DP World Fulfillment will give you a certain time to solve the issue free of charge; if the issue is not solved within these timelines, charges will apply.

 ON HOLD TIME BEFORE CHARGE Days
No RET 2

 

 APPLIED CHARGES EUR GBP PLN
No RET 5.00 4.50 23.00

 

Once the issue is resolved, receive by quantity SLA is 2 BUSINESS DAYS.