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How does Spreadconnect handle "return to sender" orders and how can I change the return address?
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.
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What happens if my customer is unsatisfied with a product?
Spreadconnect will handle any expenses that are related to orders being misprinted or containing any defects. See What happens if my customer receives a product with a defect?
If your customer wants to return an article that doesn't contain any defects, this will be handled at your expense.
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What happens if my customer wants to send back their order?
There are multiple reasons why a customer would send back an item. From our experience, the main reasons are:
- The customer ordered the wrong size/fit.
- The customer changed his mind about wanting the product.
- The customer would like a different color.
- The product has some sort of defect.
When it comes to the first three points, this is not something we can refund. The following actions depend on your own policies, and what you are willing to offer your customers.
Spreadconnect will of course be able to offer a refund for any product quality issues. Please ask your customer to take a picture of the problem. Then, you can forward us that picture with the necessary information (order ID, product ID) to our customer service (support@spreadconnect.app for US & service@spreadconnect.app for EU).
If the problem can be seen, we will refund the article. If you then want to offer a replacement to your customer, you will have to place manually a new order in our App.
You can find more information about product quality issues here.
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What happens if my customer receives a product with a defect?
If your customer contacts you because they received a product with a defect, please ask them to send you a picture where the mistake can be clearly seen.
Then, simply contact our customer service at these addresses and send us the picture:
Our customer service will then find the best solution for you.
Here's what we consider a defect:
- Misprint
- Faded print
- Arrived stained
- Flex peeling off
- Holes on the product
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What happens if my customer receives the wrong item?
If your customer contacts you because they received the wrong item, please ask them to send you a picture where the mistake can be clearly seen.
Then, simply contact our customer service at these addresses and send us the picture:
Our customer service will then find the best solution for you.
We use the picture you send us to document the issues and to make sure we can learn from them.