Souq, as the leading e-commerce platform in the Middle East, provides sellers with a convenient and effective return order processing process. It is crucial for sellers to understand and master how to handle return orders on Souq. The following will detail the process and steps for Souq sellers to handle return orders.
Log in to Seller Center
First, as a Souq seller, you need to log in to Seller Center. After logging in, you will enter the Seller Management interface, which contains various functions and options related to orders and returns.
Check Return Management Options
In Seller Center, find and click on the “Order” option. On the order page, you will see the “Return Management” option. Click on this option to enter the interface for return order processing.
Handle Return Request
On the Return Management page, you will see different options, including “Request”, “Delivered” and “Acceptable Return”. First, click on the “Request” option to process a new return request.
On this page, you will see the details of the return request, including the order number, return reason, and return order number. By carefully reviewing the return reason and related information, you can decide whether to accept the return request.
If you decide to accept the return request, you can select the corresponding order and click the “Accept Return” button. After confirming that the return is accepted, the product will be moved to the “Acceptable Returns” option and your inventory quantity will be increased accordingly.
If the returned product is damaged during transportation (such as broken, torn, not packaged well, etc.), please carefully check the condition of the returned item. If you find damage, you can click on the order number and click the red “Complain” button within 48 hours to submit a relevant complaint. Make sure to provide key information such as the order number, product number, return order number, return conditions, and the reason why the return cannot be accepted in the complaint.
Handling Delivered Returned Products
In the “Delivered” option, you will see the returned products waiting for you to receive. If the product is eligible to be sold again, you can select the returned product and click the “Accept Return” button. This will move the product to the “Acceptable Returns” option and increase your inventory quantity.
However, if the returned product is damaged during the logistics process (such as broken, torn, not packaged well, etc.), please be sure to check its condition and submit a relevant complaint within 48 hours by clicking the red “Complaint” button. Provide key information such as order number, product number, return order number, return conditions and reasons why the return cannot be accepted in the complaint.
Acceptable Returns
In the “Acceptable Returns” option, you can process returned products that have been accepted in the system. This means that you have confirmed that you accept the return and the inventory quantity has been updated accordingly.
In summary, the process for Souq sellers to process return orders includes logging in to the Seller Center, checking the return management options, processing return requests, processing delivered returned products, and processing acceptable return products. When processing return orders, sellers should pay attention to comply with Souq’s return policy, actively communicate with buyers, and provide satisfactory solutions based on their needs.