Kapsule manages all customer communication about returns. Vendors are not expected to speak directly with customers but must supply evidence, confirm eligibility, and process returns when requested.

DOA & Faulty Items

• Dead on Arrival (DOA): Items that do not work at all when first received

• Faulty: Items that initially work but develop a defect within the warranty or return window

Vendor obligations:

• Accept returns for DOA or faulty items

• Offer repair, replacement, or refund (depending on warranty coverage, product type, and customer rights)

• Cover return shipping costs for confirmed DOA/faulty items

Kapsule collects evidence from the customer (photos, videos, written descriptions) before forwarding claims to vendors. This ensures only valid DOA/faulty claims are processed.

Change-of-Mind Returns

• Definition: The customer no longer wants the product (wrong size, style preference, or simply changed their mind)

Vendor rights:

• Vendors may choose whether to accept change-of-mind returns

• Customers are responsible for return shipping costs

• Refunds may be subject to restocking fees (if permitted under Kapsule policy and disclosed in advance)

Some categories are non-returnable for hygiene or safety reasons (e.g., cosmetics, underwear, perishable food).

Key Differences at a Glance

Steps to Handle Returns

• Receive claim

  • Kapsule collects the customer’s reason for return (DOA, faulty, or change-of-mind)

  • Kapsule requests supporting evidence if relevant

• Verify eligibility

  • Vendors confirm warranty/return window for DOA/faulty cases

  • Vendors check store policies for change-of-mind cases

• Confirm outcome with Kapsule

  • Vendor provides their position (refund, replacement, repair, or denial with reason)

  • Kapsule communicates the outcome to the customer

• Process return

  • Vendor issues an RMA (Return Merchandise Authorisation) when applicable

  • Update order status in the Vendor Dashboard

• Refund or replace

  • Complete promptly to avoid disputes or penalties

Delaying refunds, replacements, or repairs after approval may result in automatic escalation and penalties.

FAQs

1. What if a customer claims “faulty” but the product is working?
Kapsule will gather evidence first. If the product is returned and confirmed to be in working order, it may be processed as a change-of-mind return under your store’s policy.

2. Can I refuse all change-of-mind returns?
Yes, but this must be clearly stated in your store policy. Transparency prevents disputes and negative feedback.

3. What if the product is faulty after the warranty period?
You are not obliged to accept the return. However, offering repair options (at cost) can build goodwill.

4. Are digital or virtual products returnable?
No, unless there is a defect preventing access or use.

5. Who decides if an item is DOA/faulty?
Kapsule reviews customer evidence first. Vendors may be asked to confirm product details or provide further proof. If disagreement arises, Kapsule mediates.

Related

• Inspecting Returns: Outcomes

• Partial Refunds & Restocking Fees

• Dispute Resolution & Escalation