Jet Returns and Refunds

Jet expects sellers to accept returns without altering the amount refunded to the buyer within 2 business days of receiving the item. Sellers can reject a refund, but Jet highly recommends that you accept them.
Please go over this information very carefully to avoid double refunds 

RETURNS

  • Buyer Requests the Return
    • A buyer can request a return from their order history in their buyer account. The seller then receives an email from GeekSeller notifying them of the return request, but the return should not be processed until the product is received.
  • Processing the Return
    • Returns must be processed within 2 business days of receiving the returned product. If the refund on a return has not been processed within two days, Jet reserves the right to process it on behalf of the seller, meaning they automatically change the open return’s status to ‘completed by merchant’.
  • Return Shipping Cost
    • Sellers can choose whether or not to cover the return shipping cost. When a seller does not agree to cover the return shipping cost, the Jet support team reviews it and contacts the seller if clarification is needed. If a seller offers free returns, the seller will pay for the return shipping. If the merchant does not offer free returns, they will still pay for the return shipping, but Jet will reimburse them on their settlement. 
  • Rejecting a Return
    • A seller can reject a return by processing it with a value of $0 to be refunded or specifying a partial refund.

REFUNDS

Refunds are generated by the seller from the orders page on GeekSeller. Refunds should be generated after a seller has received, processed, and evaluated the state of the returned product for which the buyer never created a return request. Generating a refund for an order will alert Jet to refund to the customer the amount specified in the refund message.

Please note that if a buyer has already submitted return request you should not create a refund.

 

Reasons why a refund may be necessary:

  • The order was rejected at the post office or buyer’s address
  • The buyer sent the product back to the seller directly without first contacting Jet
  • The seller wants to refund the buyer for a damaged product before a return request is created
  • A seller marked an order as shipped but the package was not sent.

 


COMMON PROBLEM WITH DOUBLE REFUND AND RETURNS

Do not refund orders for which you have already received return request.
Do not agree to return for an order you have already refunded.

Sometimes you may receive two returns for the same order.
In those case, refund or return just one of them, and the other return should be submitted with Qty 0 of refunded products as shown below.

If you have created a refund and then you receive a return request for the same order
change the refund QTY 0 on the return request and process it, otherwise, you will refund the same order twice.

This is the return details page which you should submit when receiving a return request for already refunded order:


A buyer places an order.

A buyer returns an order or order was never delivered.

RETURN

REFUND

Returns are generated by a buyer. A buyer logs in to their Jet.com buyer account and issues a return, prints label and ships product back.
For a seller, new return requests are available in the RETURNS section of GeekSeller with the status ‘created’

Refunds are generated by a seller. They are issued if a buyer is not able to generate a return request, product was never delivered to a buyer, or JET support requests that the seller generate a refund.

A seller receives a product back, and sees a new return in the returns section of GeekSeller. A seller has 2 business days to respond, either agreeing to charges or disagreeing. If a seller does not respond within two business days, JET automatically approves the full refund.

A seller edits an order in the orders section and clicks refund at the bottom of the order page. A seller can adjust the amount to be refunded. Refunds created by a seller are listed in the refunds section in GeekSeller.

DO NOT ISSUE REFUND, YOU HAVE ALREADY GIVEN MONEY BACK TO A BUYER BY AGREEING TO THEIR RETURN.

DO NOT AGREE TO RETURNS FOR THE SAME ORDER AFTER GENERATING A REFUND. PROCESSING THE RETURN HAS ALREADY GIVEN THEM THEIR MONEY BACK.

 

For more details about particular refund and fees, merchants should contact Jet support at partner@jet.com.

For more, watch this video about Returns and Refunds.