Return Management Overview

Any customer who has purchased from Souq.com can initiate a return within 15 days from the order delivery date. After the 15-day period is elapsed, customers may not be able to request for any item return.

If a customer requests for an item return, Customer Service verifies the reason of the return according to the customer request and hands the request to logistics to proceed with the return of the item if the actual return reason is valid.

NoteRemember, customers do want to keep their product and consider the return process as an inconvenience due to an expectation failure which impacts both buyer and seller experience.

Returns Process

Sellers must accept the returned item in their specified Return Location and can systematically accept the return on their Selling Center. If the seller does not take any action on the return received within 48h, an auto return acceptance will be executed by the system.

Should the item be un-receivable upon reception of the returned item at the return location, it is advised that seller contacts Customer Service within 48h from receiving the physical item by submitting a complaint using the Contact Us form on the main website.

Note: Sellers may escalate the return to their account managers by sending images of the damaged and/or un-receivable item on a separate mail thread if the above mentioned complaint has not been resolved to their satisfaction by Customer Service.
Note: Having too many seller fault returns may affect your seller performance evaluation and may lead to removing the  selling privileges from you. Read more about Seller Performance Program.

Returns Management

To view all Returns, Login to your selling center account, then navigate to the “Orders” section and select “Return Management”. The Return Management section shows you four tabs where sellers can follow-up on:

Requested: Items which Return Request has been initiated by Customer Service based on the buyer’s wish and which are on their way back to the Return Location. You may view the Return AWB number as well as the Return Reason by clicking on the respective Order ID.

Delivered: Items which have been delivered by courier to your Return Location and which are pending acceptance from the seller’s side. Should the item have been returned in the same initial fulfilled condition (item is sellable again), seller selects the item and clicks on Accept Return. This will enable the returned item to move to the Accepted Returns section of your Return Management section and to add the number of units returned to the existing inventory.

Should the item be un-receivable (i.e. damaged, ripped, broken, used, taken out of unsealed etc…), the seller checks the returned item’s condition and submit the Contact Us form for Customer service within 48h from receiving the item in the Return Location. The seller should make sure to state the following main information: Order ID, Item IDs, Return AWB number, returned item condition and the reason behind not being able to accept the return. If the seller does not take any action on the return received within 48h, an auto return acceptance will be executed by the system.

Note: If the seller chooses to file a complaint using the Contact Us form, the seller should not click on Accept Return in the Delivered Tab of their Return Management section. However, the seller must welcome the return at their Return Location when it is being delivered by courier.

Accepted: Items for which sellers have accepted the return in the system and whose quantity has been added to the inventory automatically. These are items which the seller will be able to fulfill if an order is placed.

Note: Failing to confirm the return will block the generated money from the returned item in your account and you will not be able to withdraw them till the return receive action is taken.

Returns Reasons

Returns could be initiated by buyers for different reasons, nevertheless; Seller Performance Return Rate is ONLY impacted if the return reason states:

Item not as described: The item which has been fulfilled to the seller is different from the one on the website or whose details: characteristics, features, colors, sizes, specifications are not matching the product listing on the website.

NoteShould items have been created by the content team or by sellers themselves, the latter must review the exactitude of the listing information and how does it relate to the physical item that sellers are offering. It is important for sellers to review Product Listings and provide the maximum information possible for potential customers to make a confident, seamless buying decision.

Item Defect: The item which has been fulfilled is subject to an item defect: item not functioning and/or manufacturing flaws.

NoteSellers have the sole responsibility to verify their items quality from suppliers/manufacturers and to make sure that the items being offered are of perfect quality and either do no stand a chance or have minimal chances of being returned under an Item Defect Return Reason.
NoteShould the seller be accountable for a Customer Return due to the above mentioned reasons, the seller will be charged the return fee for that particular return and their Seller Performance Return Rate will be impacted.

Other potential Return Reasons such as Return before Delivery, Buyer Remorse, Item does not like or does not want the item anymore etc… DO NOT IMPACT Seller Performance Return Rate.

All returns are subject of investigation by the Quality Team, Seller Performance does not get impacted unless the buyer expresses the opinion that it is in fact an Item not as described or an Item Defect.

NoteOn the other hand, a restricted product list such as Items for Personal Use (Lingerie, Personal Care, etc…), Sealed Customer Electronics (Mobiles, Digital Cameras, etc…) may not be up for return specifically if the Return Reason is: Buyer does not like or does not want the item anymore, or Buyer Remorse. Therefore, given the sensitivity around these item types sellable condition, the returned items are sent back to the buyer. In such cases, the seller is not included in the Return Process and this return is rather handled by Souq.com.

Read more about Seller Performance Return Rate Best Practices.

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