When returns arrive at a Flexport fulfillment center, all products are inspected to determine if they're in a sellable condition. A product is considered unsellable if the product has been opened or returned in a used condition. For example if the product is returned stained, or is missing components, then it's considered unsellable. Restricted products are also unsellable.
You can only create return labels for US customers who are returning items to a US fulfillment center. International and military address returns are not available at this time.
In this section:
- Unsellable production conditions
- Restocking rules for restricted products
Unsellable product conditions
Flexport uses different criteria based on the product type and material to determine if a product is unsellable. The returned item will be inspected either as a closed box inspection or item inspection.
Closed Box inspection
When a returned item arrives and appears to be in the original packaging in a box or closed container it will receive a closed box inspection. Closed box inspection involves:
- Basic inspection for damages to exterior packaging to ensure the product does not appear used.
- Basic check for accessories and components that are required. The team will use their best judgment based on product image and/or product description in determining whether all components are present. If the team is unable to confirm all components are available, the item will be disposed.
- Check to see if box seals/stickers have been removed
- Check to see if an item is unidentifiable (does not match the return order details + no visible barcode on the item) it will be disposed of.
When a returned item arrives in a polybag or not in a sealed container it will receive an item inspection. An item inspection involves:
- Basic check to see if SKU barcode is present.
- Basic check to see if poly-bagging is present and appropriate (if applicable)
- Check to see if box seals/stickers on SKUs have been removed
- Check to see for any visible damages, dirt, dust
- Check for non-sellable depending on product type (see below)
Note: if a closed box or item inspection fails one of the checks mentioned above, and is not re-workable based on the rework service offerings currently provided by logistics by Shopify, it will be disposed of.
|Apparel Type||Non-Sellable Condition||Rework Services|
|Clothing - Shirts||Missing buttons, missing or faulty zippers, tears, stains, odor, damaged screen printing/embroidery, missing tags, missing branded packaging||Labeling, folding & Polybagging|
|Clothing - Trouser||Missing buttons, missing or faulty zippers, tears, stains, odor, missing tags, missing branded packaging|
|Intimates / Swimwear/ Wigs||Packaging is no longer sealed, hygiene label/liner is missing or broken||None|
|Hats||Missing or worn snaps, missing or worn patches/embroidery, tears, stains, odors||Labeling|
|Shoes||Missing shoe dunnage, damaged shoe laces, dirty shoes, missing label (if applicable), damaged shoe box, missing shoe box dunnage, incorrect sizes, worn (excessive footprint marks), odor||Labeling, light wiping, simple re-boxing to original boxing, tissue paper/dunnage replacement|
|Gloves||Worn, stained, incomplete set, odor||Labeling|
|Pet Apparel||odor, tags removed, tears, rips, stains, residual pet fur left on product||Labeling, folding & Polybagging|
|Accessory Type||Non-Sellable Condition||Rework Services|
|Handbag||Missing label, Missing strap, tears, worn, stains, scratches, missing branding, missing/damaged custom packaging, missing components||Labeling, light cleaning, simple re-boxing into original packaging, tissue paper/dunnage replacement|
|Jewelry||Missing parts, missing label/tag, broken clasps, missing/damaged custom packaging, dirty or blemished metals||Labeling, polybagging|
|Piercing Jewelry||Opened packaging||None|
|Watches||Missing parts, scratches, missing label/tag, missing/damaged custom packaging||Labeling|
|Glasses||Scratches, bent/damaged, missing accessories (case/wipes), missing label/tag, missing/damaged custom packaging|
Health and Beauty
|H&B Type||Non-Sellable Condition||Rework Services|
|Cosmetics / Skin Care||Unsealed/opened, missing/damaged custom packaging||Labeling|
|Electronics Type||Non-Sellable Condition||Rework Services|
|Home Appliance||Damaged or compromised packaging, missing components, damage to item||Labeling. Note: No testing or charging offered|
|Headphones||Damaged or compromised packaging, missing components, signs of use (to include ear wax, sweat stains, etc)|
|Toys||Damaged or compromised packaging, missing components|
|Home Goods Type||Non-Sellable Condition||Rework Services|
|Kitchenware||Damaged or compromised packaging, missing components, damage to item, signs of use (stains, water marks)||Labeling|
Damaged or compromised packaging, missing components, damage to item
*Must meet network size restrictions
|Labeling, light cleaning|
|Bedding||Damaged or compromised packaging, missing components, dirty, stains, odor|
|Books||Damage to pages/binding||Labeling|
|Tools||Damaged or compromised packaging, missing components, damage to item|
|Consumable Type||Non-Sellable Condition||Rework Services|
|Food||Product is non-restockable.||None|
|Pharmaceuticals/Supplements||Damaged packaging, missing literature (if applicable), unsealed, expired||Labeling. Note: Only SKU re-labeling. No lot/expiry re-labeling|
|Beverages||Product is non-restockable.|
Restocking rules for restricted products
For health and safety reasons, some products can only be restocked at Flexport fulfillment centers if they are in unopened, brand new condition. If restricted products are returned in an opened or used condition, then these products are disposed of during inspection.
Restricted products include health and beauty products, intimate apparel, medical devices, and consumable products.
|Category of restricted items||Example products that will be disposed of during inspection|
|Health and beauty||Skin care, cosmetics|
|Medical devices||Piercing jewelry, menstrual cups|
|Consumables||Nutritional supplements, teas|