What are Sendbacks and how do I set them up?
What are Sendbacks?
When a customer returns an item, we assess it against three fixed conditions:
- A: unused and in original packaging
- B: unused, with missing or damaged packaging
- C: used or damaged
For each condition, you choose what should happen: Restock the item into your inventory so it can be sold again, Dispose of it, or Sendbacks to have it shipped back to you.
Sendbacks give you an alternative for any condition where you would rather inspect, refurbish or otherwise handle the item yourself. Instead of the item being restocked or disposed of, we set it aside and ship it back to you. You decide which conditions this applies to, so you stay in control of which returns come back to you and which are handled automatically.
How do I set up Sendbacks?
Setting up Sendbacks takes a few steps, in your shop platform and in the Hive App.
- Select Sendbacks as the return option for the conditions you want it to apply to.
- Create a dedicated SKU in your shop platform (Shopify, WooCommerce, and so on) named [Brand name] Sendback. This is what allows us to route the right items to you.
- Log in to app.hive.app, go to Inventory, and map the new SKU.
- Make sure it is set as Fulfilled by Hive, and verified.
If your Sendback SKU is already active, there is nothing to do here.
Shipping and timing
How often are Sendbacks orders shipped?
Sendbacks are shipped once a month, on the first Friday, to brands who meet that month's criteria: enough stock and a valid return address. If you do not qualify in a given month, you are included as soon as the conditions are met in a following month.
Why didn't I receive my Sendbacks shipment this month?
We only create a Sendbacks shipment when it makes sense from a shipping-efficiency standpoint. If your inventory is currently held in fewer than two storage locations, we hold off that month rather than send a shipment. This helps us optimise routing and shipping costs. Your items stay safely in storage and go out as soon as you are eligible again.
If you need them sooner, see "What if I'd like my Sendbacks sooner?" below.
How are my Sendbacks SKUs packed?
Your Sendbacks are shipped in parcels as part of an optimised shipment, grouped together to keep transport efficient.
What if I'd like my Sendbacks sooner?
You are always welcome to place the order yourself rather than waiting for the next scheduled shipment. Go to Orders in your Hive portal.
Sendbacks SKU contents and breakdown
Can I get an itemised breakdown of what is inside my Sendbacks SKU?
Not by default. A Sendbacks SKU groups different returned items together under a single SKU. It can also include damaged items found during picking or inbound, and unannounced SKUs, so there is no item-by-item breakdown included with your shipment.
If you need a detailed breakdown, we can segregate the contents as an inventory task. See the next question.
Can you segregate what is inside my Sendbacks SKU?
Yes, as an inventory task billed as an extra task. We break down the contents of your Sendbacks SKU by item and record the units under new SKU references.
This requires new SKUs to be created on your shop platform for the items coming out of Sendbacks. Set these up as draft references, not sellable and not visible on your shop platform, since they are not shippable and are separate from your original Sendbacks SKU.
Cross-border shipping
I need my Sendbacks shipped across customs. Is that possible?
Sendbacks are shipped to the address on file for your account. To avoid customs delays and extra fees, we recommend that this address is in the same country or customs zone as the fulfillment center holding your stock.
If your return address is outside that zone, it is still possible. We perform an inventory task to break down the contents by item and record the units under a separate SKU reference, along with the customs information required for the shipment: HS code, purchase price and country of origin. Once that is complete, the cross-border shipment can be processed. This inventory task is billed as an extra task.
If you are not sure which applies to you, reach out and we will advise on the best way to proceed for your case.