Managing Return to Sender (RTS) orders is an essential part of ensuring customer satisfaction and operational efficiency. This article is combining details on handling RTS orders and how to update the RTS address in the Spreadconnect account.
Handling Return to Sender Orders
Where your RTS order goes depends on the address you have entered in your Spreadconnect account. All claims must be made within 30 days of the product’s expected arrival date.
Merchants using Spreadconnect US
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If Your Business Address is in the U.S.A.:
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The RTS address will automatically be set to your business address.
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You can change this address at any time in the app's settings.
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If Your Business Address is Outside the U.S.A.:
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The RTS address will default to Spreadconnect’s Las Vegas factory address.
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Spreadconnect will contact you to confirm whether to resend the package to your customer or to your merchant address.
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Tracking Packages:
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Domestic packages can be tracked via their status.
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International packages do not include tracking.
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Merchants using Spreadconnect EU
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Default RTS Address:
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RTS orders are sent to Spreadconnect’s headquarters in Leipzig, Germany.
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Due to legal restrictions, merchants cannot change the RTS address for EU orders.
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Options for Returned Packages:
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Spreadconnect will correct the address and send the package back to your customer.
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Spreadconnect will change the address and send the parcel to your business address.
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Refund Policy:
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Refunds for RTS orders are not available as merchants are responsible for the order at this stage.
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Changing the Return to Sender Address
To ensure RTS packages are sent to the correct location, follow these steps to update the return address in your Spreadconnect account. This feature is generally only available for merchants using a Spreadconnect US account:
- Go to the Account Settings section.
- Navigate to Address Management for the Return to Sender Address.
- Click on Edit to change the address.