The return settings menu can be found under this link https://portal.hive.app/settings/return-rules. Here is a brief description of how it works:
- Classification of SKUs under different conditions:
- Condition A: Unused and in original packaging
- Condition B: Unused with missing/damaged packaging
- Condition C: Used or damaged
- Classification of ways to treat the returned units:
- Restock: the SKU will be restocked in our warehouse so it can be shipped again
- Sendbacks: the units will be kept in a dedicated storage location. Later on, these units will be automatically sent to your selected "sendbacks address", once the storage location is full. Please note that you can also create a B2B order at any time to ship these units back to you whenever you want.
- Dispose: we will dispose of the SKUs where this outcome was selected
All the previously described classifications can be arranged from your return rules in your Hive App for every SKU returned, as well as on an SKU-specific basis.
As an example of how SKU-specific rules work, one of our merchants may have T-shirts and a perfume in stock. Due to the differences in the type of product, our merchant might want to restock the T-shirts even if they have been used, but would like to dispose of any returned perfumes as it is harder to identify signs of usage. With our SKU-specific set-up, this merchant would be allowed to create rules to adapt to this situation as follows:
SKU: T-Shirt
- Condition A - Restock
- Condition B - Restock
- Condition C - Sendbacks
SKU: Perfume
- Condition A - Restock
- Condition B - Dispose
- Condition C - Dispose
With this setup in the return settings, our team will dispose of any returned perfumes with boxes that have been opened, and only restock the ones that are intact. On the other hand, they would restock T-Shirts even if the outer package has been opened, and only send back to their address T-shirts that have been clearly damaged when the customer tried them out.