Handling a return

A customer can open a return while their return window is open. You do not approve it first. When the item is back, you check it and choose to accept it or reject it. If you do nothing for 72 hours, the return is accepted and the customer is refunded.

How do I find a return?

1. Tap Menu.
2. Open Bestie Settings. On a Boutique, open Boutique Settings. On a Creator profile, open Creator Settings.
3. Tap Manage Orders.
4. Open the Returns tab. It lists every sale with an open return.
5. Tap the sale to open the Shipment screen.

On the Shipment screen, a card says A return on this order. If there is more than one, it says how many returns are on the order.

What does the return card tell me?

• The customer’s reason, and their notes.
• How many items are coming back.
• Who pays return shipping.
• The refund due to the customer.
• The tracking number, once there is a return label.
• Where the return is now.

Can I refuse a return before the item is back?

No. You can only accept or reject once the item has arrived. Until then you can wait, and the card keeps you updated.

How long does the customer have to send it back?

The customer has 15 days from opening the return to send it back. If they do not, the return closes and the sale stands. The customer is not refunded and you keep your earnings.

How long do I have to check the item?

You have 72 hours from when the item arrives. The card shows “Decide by” with the date and time.

The clock starts when the carrier scans the return as delivered. If there is no scan, the clock starts 10 days after the customer sent it back.

If you do nothing by then, the return is accepted and the customer is refunded. You are told when this happens.

How do I accept a return?

When the item is back, three buttons appear on the return card.

1. Check the item.
2. Tap Accept the return.
3. Tap Confirm.

The button changes to Refunding… and the customer is refunded. This cannot be undone. The second tap is there to stop a mistake.

How do I reject a return?

Rejecting means the customer is not refunded, you keep the item, and the postage they paid to send it back is not returned. Do it only if the item is not as it should be.

1. On the return card, tap Reject the return.
2. Under “Why are you rejecting this return?”, choose everything that applies:

   • Item shows signs of use/wear
   • Tags/labels removed or altered
   • Original packaging missing
   • Missing parts/accessories/free gifts
3. Under Add your comments (Required), write what you found. You need at least 40 characters and can write up to 500.
4. Add photos if you have them (optional). You can add up to 6.
5. Tap Reject and refuse the refund.

You must choose at least one reason and write your comments before the button works. The screen warns: “The buyer keeps nothing”. A rejection cannot be undone.

What does the customer see?

They see a Return declined screen with your reasons, your comments and your photos. They also get a Message the seller button.

How do I talk to the customer?

Once the item is back, tap Message the customer on the return card. It sits between Accept the return and Reject the return. It opens a chat with them, and you can write before you decide. For more, see Messages and chats.

Who pays for return shipping?

It depends on your return policy when they bought. With Free returns (Recommended), you pay. With The customer pays return shipping, they pay. To change it for future sales, see How do I set my return policy.

What happens to my earnings?

• You accept: the customer is refunded. The earnings from the returned items come off your balance, with the card processing fee. If you pay return shipping, that comes off too. The sale shows Recovered from your earnings.
• You reject: the customer is not refunded. If you pay return shipping under your policy, you lose that label cost. You are paid no sooner than 7 days after you reject.
• The customer never sends it: the return closes and you keep your earnings.
• You do not answer in time: it is accepted, and the earnings are taken back the same way.

For fees, see XO Bestie platform fee. For payouts, see When do I get paid.

Can a customer return only some of the items?

Yes. A customer can send back some of the items in a sale, and the card shows the amount, such as “1 of 2 items”. You accept or reject each return as a whole.

Where do I see returns after they close?

A fully returned sale moves to Completed on Manage Orders. A rejected return shows Return declined on the sale.