marketplace customer returns guidelines€¦ · the iconic marketplace seller returns guidelines...

Marketplace Customer Returns Guidelines

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THE ICONIC Marketplace Seller Returns Guidelines

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These guidelines provide an overview of THE ICONIC standard marketplace returns process upon receipt of a customer return to THE ICONIC for a marketplace item. The topics covered include:

● THE ICONIC Seller returns trading agreement● THE ICONICs QC criteria to determine whether a customer

returned item is deemed faulty/ damaged.● QC criteria for whether returns will be deemed acceptable and

returned to the seller or rejected and returned to the customer in line with THE ICONIC customer returns policy and supplier trading agreements.

● How to identify items that you receive which have been deemed as faulty by THE ICONIC.

● Commonly asked FAQs

To view the most up to date customer returns policy please refer to THE ICONIC website, a link can be found here: https://www.theiconic.com.au/terms-of-use/

Overview

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Returns Policy

What is THE ICONIC Marketplace seller returns trading agreement?

4.11 The Partner agrees to accept returns of a Product:

A. That is faulty, not fit for purpose or does not match description;B. That is damaged through no fault of the Customer as determined

by THE ICONIC in its sole discretion;C. That is delivered but not ordered by a Customer;D. That is returned by a Customer in accordance with THE ICONIC’s

Returns Policy

How do THE ICONIC classify faulty and damaged items?

What are the different types of faulty items?

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Item not manufactured properly by the supplier● Missing button● Broken zipper● Fading colour

Damaged by the customer● Make-up● Unpleasant odour● No hygiene seal

Damaged in the warehouse● Fault on previously

returned item missed● Dirty from FC handling● Damaged during transit

1

Manufacturing Fault

2

Customer Fault

3

Warehouse Fault


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Returns Process

The customer has 30 days to

initiate their return

THE ICONIC then allows for an additional 15 days for this return to be receipted into THE ICONIC Fulfillment Center

When THE ICONIC receive the return the item will undergo a quality check in line with THE ICONIC returns acceptance guidelines (please refer to pg. 5-16).

The return will then be approved or rejected.

Approved returns are then processed through into THE ICONIC Fulfillment Center where returned items will be shipped back out to the sellers on a fortnightly returns schedule.

Once the return has been picked, packed you will receive a packing slip to let you know that the returns are being shipped back to you. This triggers the returns credit amendment to your Account Statement.

If the item is approved the

customer refund is triggered

In instances where the return is rejected the item will be returned to the customer.


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Returns - Product Labelling

In order for items to be properly checked by our returns team, ensure that all products have swing tags that clearly identify the following information:

- Style Code (Supplier SKU/Barcode)- Style Name- Style Colour- Size

This information is important to match items to the sales and ensure accuracy in returns sent back to sellers.


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Manufacturing Fault - AcceptedIn line with the ACCC requirements for returns and refunds, the customer has the right to a repair, replacement or full refund if your goods are faulty, unsafe, do not work or appear as they should when these faults are raised during a reasonable time (within 6 months from the date of purchase).

Faulty Reason Classification Example photo Accepted?

Shrinkage Manufacturing Fault - unless washed incorrectly

YES

Loose Threads / Beads

Manufacturing Fault

YES

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Returns Acceptance Guide

https://www.accc.gov.au/publications/refunds-returns


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Stitching Manufacturing Fault

YES

Broken Zip Manufacturing Fault - unless over 6 months

YES

Buttons Manufacturing Fault - These should not come off easily

YES

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Belt Loops Manufacturing Fault

YES

Seam Slippage Manufacturing Fault

YES

Colour Run - Post Wash

Manufacturing Fault - unless washed incorrectly

YES

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Ripped Seam Manufacturing Fault - unless over 6 months or sizing issue

YES

Spirality(fabric skew / torque)

Manufacturing Fault - unless washed incorrectly

YES

Hole - Not in Seam Manufacturing Fault- unless clear cut, cigarette burn etc.

YES

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Snap Coming Off Manufacturing Fault

YES

Broken Hardwear Manufacturing Fault - unless over 6 months

YES

Colour Shading Manufacturing Fault

YES

Smell- Chemical Manufacturing Fault N/AYES

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How will THE ICONIC identify if a customer returns has a fault or damage?

During the returns QC process THE ICONIC mark all returns which have been identified as having a manufacturing fault, warehouse fault or customer fault.

These items can be identified by the tag on the outside of the polybag, Sellers are to QC/review the detailed reason and repackage if required.

Example:

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Fault Reasons identified by THE ICONIC:

Returns Policy - Identification


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Stitch Belt Loops Wear & Tear

NO

Pilling Wear & Tear

NO

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Wear & Tear: Reject ReturnWear & Tear items might look similar to a manufacturing fault, however not considered a fault as the product was fit for purpose when the customer bought the item. This occurs when either (1) the customer had the item for over 6 months or (2) the fault was caused by the customers incorrect/excessive use.



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Customer Fault/ Wear & Tear: Reject ReturnWear & Tear items might look similar to a manufacturing fault, however not considered a fault as the product was fit for purpose when the customer bought the item. This occurs when either (1) the customer had the item for over 6 months or (2) the fault was caused by the customers incorrect/excessive use. If these items were flagged as faulty on arrival by the customer then these are considered as a warehouse faulty. (please refer to page 3).


Stain Warehouse Fault (If faulty on arrival)

YES

Customer Fault (If not faulty on arrival)

NO

Marks Warehouse Fault (If faulty on arrival)

YES


NO

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Scratched Warehouse Fault (If faulty on arrival)

YES

Customer Faulty (If not faulty on arrival)

NO

Dirty Warehouse Fault (If faulty on arrival)

YES


NO

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Wobbly Heel Manufacturing/ Warehouse Fault (If faulty on arrival) YES


NO

Hair Warehouse Fault (If faulty on arrival)

YES


NO

Dirty Sole Warehouse Fault (If faulty on arrival)

YES

Customer Faulty (If not faulty on arrival)NO

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Make Up Stains Customer Fault

YES

Missing hygiene seal (Ladies Swimwear)

Customer Fault

NO

Damaged Packaging Warehouse Fault (If faulty on arrival)

YES


NO

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Body odour / non-chemical smell from being worn (e.g. smoke)

Customer Fault N/A

NO

Underwear Can not be be returned unless package hasn’t been opened

Customer Fault N/A

NO

Earrings Customer Fault N/ANO

Missing packaging Customer Fault N/A

NO

Pen mark Warehouse Fault (If faulty on arrival) N/A YES

Customer Fault (If not faulty on arrival) NO

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4.11 The Partner agrees to accept returns of a Product(c) that is delivered but not ordered by a Customer;

This refers to instances where the customer has initiated the return as Not What I Ordered (NWIO). This refer to items that the customer has been shipped which do not align to the original order placed. These include:

● Incorrect Size● Incorrect Colour● Incorrect Product

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4.11 The Partner agrees to accept returns of a Product(d) that is returned by a Customer in accordance with THE ICONICs Returns Policy

Please refer to THE ICONIC customer returns policy here:https://theiconic.zendesk.com/hc/en-us/articles/212466317-What-is-THE-ICONIC-s-returns-policy-

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https://theiconic.zendesk.com/hc/en-us/articles/212466317-What-is-THE-ICONIC-s-returns-policy-

https://theiconic.zendesk.com/hc/en-us/articles/212466317-What-is-THE-ICONIC-s-returns-policy-


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1. A customer has returned an item directly to me what shall I do?Please contact us via the Seller Help Desk and THE ICONIC will process the customer refund on our internal system. The returns credit will be applied to your following Account Statement .

2. Help! I would like to speak to someone about my returns (physical items and/or documentation).Please notify us via the Seller Help Desk using the "Returns" topic. For us to best be able to support the speedy resolution of your query, we will require the following information:

1. RTS number. This can be found on your return order packing list and in your Account Statement in Seller Center > Settings > Profile > Files.2. Order number. This can be found on your packing list, on the sticker on the physical product and also on the relevant Account Statement.3. THE ICONIC SKU for all impacted items. This can be found on your packing list and the relevant Account Statement.4. Images of the items (where applicable)5. Detailed information about your query

You will have 5 days to raise a dispute following the receipt of your Account Statement. Once you submit a ticket this is valid until resolution, please do not submit multiple tickets.

3. How will THE ICONIC know if the item has been returned in its original packaging/ missing part of the garment? Please include details about your standardised packaging details to your product listing, further details on how to do this can be found in the Content Guidelines in the Seller Center Academy. Upon receipt of return of the item into THE ICONIC Fulfillment Centre our quality control will use the details provided in each listing as a reference to confirm that the items meets the customer returns guidelines (clause 7 & 8).

4. Will we receive a packing slip listing the items returned in a shipment?Yes, you will receive a packing slip in the box of returns received. One packing slip will be provided per consignment, not per box. The packing slip will also be emailed to your nominated logistics email address.

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FAQs

https://sellercenter.theiconic.com.au/ticketing


https://sellercenter.theiconic.com.au/report/transaction/current-statement

https://s3-ap-southeast-2.amazonaws.com/marketplace.theiconic.com.au/public/production-content/MP+Content+Guidelines.pdf

https://s3-ap-southeast-2.amazonaws.com/marketplace.theiconic.com.au/public/production-content/MP+Content+Guidelines.pdf

https://www.theiconic.com.au/terms-of-use/


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5. Can I receive a digital RTS? What if my packing slip is not in the box of returns?A digital copy of your return shipment documentation is emailed to the logistics contact in your contract when you are onboarded with THE ICONIC. Unfortunately this information is not automated via Seller Center therefore to update this email please contact us via the Seller Help Desk topic ‘Operations’.

6. Will returns be automatically added back to my stock levels?Once you have received your returns back into your fulfillment center and the stock has been processed please add the stock back into Seller Center manually or update it via your e-commerce management platform. You must not on-sell any products until you have physically received the item within your business.

7. How can I track my return shipment?Once you have received your RTS document via email this means that the returns have been picked and packed and are ready to ship. From this point we expect the returns to be with you in no more than 7 business days. If you require further information raise a ticket via the Seller Help Desk and we will be able to provide you with the shipment tracking information from our 3rd party provider.

8. When should I expect to see my returns on my Account Statement?Once the returns are picked and packed and ready to ship they will then be captured on your Account Statement, so that the physical items can be returned within the statement period.

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FAQs - continued



https://sellercenter.theiconic.com.au/report/transaction/current-statement

marketplace customer returns guidelines€¦ · the iconic marketplace seller returns guidelines...

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