A return that nobody will authorise
An electrical contractor over-ordered cable and fittings for a job and wants to return the unopened surplus. The items came from two suppliers on your marketplace. One accepts returns within thirty days with a restocking fee. The other does not accept returns on cut cable at all, which the buyer did not know. The buyer emails your support team, who email both suppliers, who each reply at different times with different instructions. The goods sit in the contractor's van for two weeks.
When the returns finally arrive, one supplier says a box was opened and deducts more. Nobody adjusts the marketplace commission on the refunded lines.
Why trade returns are harder than consumer returns
Trade returns are not just change-of-mind returns with a longer window. Suppliers treat them differently by product: special orders, cut lengths, made-to-measure items and hazardous goods may not be returnable. Restocking fees are common. Condition matters, and so does the paperwork. Most of this depends on each supplier's terms, and consumer-style return rules may not apply between businesses in the same way, so your terms and advisers set the framework.
On a marketplace, the buyer deals with you, the goods go back to the supplier, and the money flows through you. Every return touches all three.
| Return question | Where the answer lives |
|---|---|
| Can this item be returned? | Supplier's policy, product type |
| Within what period? | Supplier's policy |
| Restocking fee? | Supplier's policy |
| Who pays return carriage? | Supplier's policy, reason for return |
| What happens to commission? | Your seller agreement |
What messy returns cost
Support time on email chains between buyers and suppliers. Buyer frustration when rules are only discovered after asking. Supplier frustration when goods arrive back without a return number or in poor condition. Refunds processed without the matching commission or payout adjustment, leaving your books wrong. And disputes when the restocking fee or condition deduction comes as a surprise.
Returns also hide useful information. A product returned often, from one supplier or across several, may have a listing problem, such as an unclear pack size, that nobody investigates.
The return authorisation we build
- Supplier return policies: each supplier's return rules are captured in a structured form, by product group where they differ, including return period, non-returnable items, restocking fees and carriage rules.
- Policy at the point of sale: listings show whether an item is returnable and on what terms, so buyers know before they order.
- Return requests: buyers request a return from the order, choosing lines and a reason; eligibility is checked against the policy, and a return number is issued for eligible lines.
- Labels and collection: return labels or collection bookings are created through the supplier's carrier where available, with the return number on the paperwork.
- Receipt and inspection: the supplier confirms receipt and condition, with photos if goods are not as expected, within a time your rules set.
- Credits and adjustments: accepted returns create the buyer credit or refund, deduct any agreed restocking fee, and adjust the supplier payout and your commission automatically.
Returns on a normal day
Buyers see return rules before they buy and request returns in a few clicks. Suppliers receive goods with a return number they recognise. Your support team handles exceptions, such as damaged returns, instead of relaying messages. Credits, payouts and commission stay in step, and return reasons are reported by product and supplier.
Are returns tangling up your team?
- Buyers find out return rules only after asking.
- Return requests are relayed between buyers and suppliers by email.
- Goods arrive back at suppliers without a return reference.
- Refunds are processed without adjusting commission or payouts.
- Restocking fees surprise buyers and cause disputes.