Inspecting Returns

Inspecting Returns

The Inspection Process

When a return arrives:
  1. Verify RMA ID: Ensure the package includes the correct Return Merchandise Authorisation (RMA).
  1. Check Packaging & Condition: Confirm the item was shipped back securely and inspect for transit damage.
  1. Match to Order Details: Make sure the returned product matches the one originally dispatched.
  1. Assess Item Condition: Note whether the product is unused, lightly used, or faulty.
  1. Document Evidence: Take photos of the item upon receipt for records and potential dispute resolution.

Notes
Aim to complete inspections within 3–5 business days of receiving the return to avoid delays.

Possible Outcomes

Refund

Appropriate when:
  • The product is faulty or damaged.
  • The item is not as described.
  • The buyer returned within the eligibility window for change-of-mind reasons (where permitted).

Steps:
  • Approve refund in your vendor dashboard.
  • Refund the item cost and, where applicable, the original shipping fee.

Exchange

Suitable when:
  • The customer requested a different size, colour, or variant.
  • The item is eligible for exchange under your policy.
​
Steps:
  • Ship the replacement item once the original is confirmed returned.
  • Record tracking details in your dashboard.

Warning
Only send replacement goods after the returned item is inspected and approved. Sending early risks loss if the return never arrives.

Repair

Valid when:
  • The item has a defect that can be fixed under warranty or consumer law.
  • Repair is a cost-effective option compared to replacement.

Steps:
  • Arrange repair through your service team or manufacturer.
  • Inform Kapsule of estimated repair times and return shipping details.
  • Once repaired, send the item back using tracked delivery.

Handling Non-Eligible Returns

If inspection shows the item is:
  • Past the return window.
  • Heavily used or damaged by the customer.
  • Missing key components (e.g., accessories, manuals).
Then you may decline the resolution.

Alert
Never dispose of a non-eligible return without offering the customer the option to have it sent back (at their cost).

Best Practices

  • Keep a return log with photos, notes, and timestamps.
  • Use consistent checklists to avoid overlooking issues.
  • Communicate proactively with Kapsule about the resolution.
  • Where possible, offer goodwill gestures (discounts, vouchers) to soften disappointment if no resolution is available.

Idea
Automating common inspection outcomes (e.g., auto-refund for unopened items) can save time and increase customer satisfaction.

FAQs

1. Do I need to refund the original shipping cost?

Yes, if the return is due to fault, damage, or not-as-described. For change-of-mind returns, this is optional unless required by law.

2. Can I offer store credit instead of a refund?

Only if the buyer agrees. Refunds to the original payment method are mandatory where required by Kapsule or consumer law.

3. What if the customer returns an item without accessories?

You may offer a partial refund or decline the return. Always document and share photos with the Kapsule.

4. Who pays the return shipping if the item is found faulty?

The vendor is responsible.

5. How long do I have to complete the inspection?
​
 Aim for 3–5 business days after receiving the item to stay within service expectations.

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