Return to Sender RequestsUpdated a year ago
Return to Sender (RTS) requests are made to return orders to the warehouse from which they were originally shipped. These requests are often linked to cancellation requests, providing an alternative when cancellations are not feasible.
For orders in different statuses:
- Ordered Status:
- No IF (Inventory Fulfillment) assigned yet; refer to cancellation procedures.
- IF assigned but not yet fulfilled; RTS can be requested if cancellation fails.
- Fulfilled Status: Order processed and shipped; RTS request must be initiated.
Note: Return to Sender requests cannot be managed directly in NetSuite. Contact the warehouse or carrier to request Return to Sender, keeping in mind this request cannot be guaranteed.
RMA for RTS
Once an RTS is confirmed:
- Create a Return Merchandise Authorization (RMA) for the returned package (except for DCL).
- This ensures warehouse stock accuracy post-shipment.
Process
Step 1: Check Order Status (IF)
- Review order status to determine IF availability.
- If order is in advanced shipping stages, changes may not be feasible.
Order Status Scenario | IF | TN | Description | Action Required |
A) Ordered | X | X | Not yet assigned to warehouse; no IF | Follow cancellation procedures. |
B) Allocated | ✔ | X | Assigned to warehouse but not fulfilled | Refer to cancellation article; add RTS request in cancellation email if applicable. |
C) Fulfilled | ✔ | ✔ | Processed and shipped | Initiate RTS if possible; confirm with warehouse/carrier. |
Step 2: Request RTS with Warehouse/Carrier
- For orders in Fulfilled status, contact warehouse/carrier to initiate RTS.
- Contact methods vary by warehouse:
Seko (US) and Paragon Bay (CA):
- Directly call FedEx; request Team Lead (TL) assistance.
Moduslink (EMEA) and DCL (US):
- Email warehouse for address change using "Warehouse Request: Address Change" macro.
Step 3: Review Warehouse/Carrier Response
- Monitor email thread for response.
- If no response within 48 hours, shipment likely progressed; RTS may not be feasible.
Step 4: Create RMA
- Once RTS has been confirmed, create RMA (except DCL).
- Use following details:
- Return Authorization Type: Logistics
- Return Reason: Logistics: Return to Sender
- Memo: No replacement/Refund needed.
Step 5: Post Proof of RTS
- Store evidence of RTS confirmation in case notes.
- If RTS not initiated by CS Team due to shipment/tracking issue, screenshot tracking details as proof.
Step 6: Proceed with Replacement or Refund
- Once RTS confirmed or evident in tracking history, proceed with replacement or refund process.
- For fraud-related cases, confirm with warehouse before action.
RTS Not Possible
- RTS may not be feasible due to:
- Non-working hours processing.
- International time zone differences (EU, UK, ANZ).
- Notify customer promptly if RTS cannot be processed.
This structured approach ensures effective handling of RTS requests, maintaining clarity and accuracy throughout the return process.