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Service Definitions and Standard Operating Procedures (SOPs)

Key points:

  • Verification: All returns are subject to verification criteria to determine the initial state of the items returned
  • Grading: An additional, optional service where each item is individually graded based on its condition and product packaging

Verification

ReturnBear's Verification service subjects all returns to a standard criteria that determines the initial state of the items returned.

When returned items do not meet the standard verification criteria, they fail verification. For more information, see Resolve Exceptions.

Verification criteria

The standard verification criteria is as follows:

  • Do the items received match the items declared in the approved return case?
    • Returned items are visually matched against the items declared in the approved return case by checking the colour, size, unique identifier(s), label(s), tag(s), SKU(s), etc.
  • Are items in like-new condition?
    • Returned items are visually inspected for surface level damage and obvious signs of wear and use such as stains and rips
Verification for Consolidation Only

All items from a return case that is not subject to Grading are packaged together in a poly bag and identified with a 2x1 RMA License Plate that includes:

  • Brand name
  • Original order number
  • Return case ID
  • Quantity of items
    • If any items have failed verification, the quantity of those items will also be displayed
  • QR code
Verification for Grading

All items from a return case that are subject to Grading are packaged individually in poly bags and each identified with their own inventory item License Plate that includes:

The inventory item License Plate is placed on the bottom left of the poly bag.
  • Unique inventory ID
  • QR code

Merchants can opt for an additional label that further identifies the item to also be affixed to the poly bag that includes: 

[Image coming soon]

This label is placed on the bottom right of the poly bag in addition to the inventory item License Plate.
  • SKU or UPC
  • Product name
  • Product variant (size, colour, etc.)

Grading

ReturnBear's additional and optional Grading service subjects all individual items in return cases that have been verified to in-depth inspection to determine the overall condition of the item. Once individual items have been graded, they will be repacked or donated depending on the grading outcome.

Grading criteria

The standard grading criteria is as follows:

  • Is the item in sellable condition?
  • Are the item's packaging, tags, or accessories in sellable condition?
  • Can ReturnBear re-pack and/or re-tag the item?

How the grading criteria is checked depends on the item’s product category. Similarly, how an item is prepared and repacked depends on its product category as well.

Click on each image to view it in detail.

Footwear
Handbags
Eyewear
Clothing and Soft Garments