Returns – Seller Center Guide

Return by Reverse Logistics

Reverse Logistics is the process generated after a package is delivered to the Customer by a courier and the Customer chooses to return the Product. The request is generated after sale, within the period established for the return.

The customer can return a product for the following reasons:

Passed the Estimated Delivery Date	Product arrived after the promised delivery date (Linio ask for product return).
Defective / Does not Work Well	Defective or low–grade product.
Exterior Packaging Damaged	Product was not sent in enough packaging or the packaging was damaged in the route.
Quality of the product	Product Quality is not the same as described or shown in the images or content.
Different from the Description on the Website place by Seller	Product differs substantially from what was advertised on the Product Page.
Not the Product Purchased	Product was not what the customer ordered.
Missing Pieces or Accessories	Product arrived missing items described in the product page (Linio will look for local pieces, Seller pays for it, instead refund + voucher).
Not Original Product	Claim that Product is not the original (only for branded products).

Every time a customer makes a return of a product, the seller will receive an email as shown below.

In the email the seller will see de details or summary of the return order, also they will able to see it in Seller Center in the attached links.

Return Process

Reasons why a Return can be dennied:

The product is damaged or damaged by actions corresponding to the Customer.
The product does not have labels, sales invoice, accessories and original packaging. (including manuals, user guides, warranty certificates, etc.).
The Product shows signs of use, dirt or weathering.
Product is incomplete not reported by customer.
Wrong product not reported by customer.

When a Return is approved, the purchase amount is returned to the Customer. However, if rejected, the money will not be returned to the Customer and the Seller will not be entitled to any fine.

Steps to know if the Return was Accepted or Rejected

1. Access to Seller Center and go to the Orders tab.

2. Click in Manage returns.

3. Look for the order requesting a Return

4. Click on the Order Number to validate the reason for Return.

You’ll acces the Item History page.

5. In the Notes column, you can see the reason for the Return and the Customer Comment.

6. When the Product has returned to your warehouse, click on “Received”.

The warehouse team will perform a quality control of the return of the order and depending on the condition of the package, they will approve or reject the return.

If the order is rejected, your order will automatically go to the Rejected tab.

7. In Item History, you can see the selected rejection reason and your comment.

8. If the return is approved, the money will be returned to the customer.

9. If warehouse reject the return, you must send an email to your designed KAM with the technical report or asking for a justification of the rejection. Attach photos of the product to make the case evaluation.

Additional send the required Return Rejection format, download here.

10. The KAM will contact you with the final decision, and will help you to finish the return process.

Customer Return Reasons

Passed the Estimated Delivery Date	Product arrived after the promised delivery date (Linio ask for product return).
Defective / Does not Work Well	Defective or low–grade product.
Exterior Packaging Damaged	Product was not sent in enough packaging or the packaging was damaged in the route.
Quality of the product	Product Quality is not the same as described or shown in the images or content.
Different from the Description on the Website place by Seller	Product differs substantially from what was advertised on the Product Page.
Not the Product Purchased	Product was not what the customer ordered.
Missing Pieces or Accessories	Product arrived missing items described in the product page (Linio will look for local pieces, Seller pays for it, instead refund + voucher).
Not Original Product	Claim that Product is not the original (only for branded products).

To grant an excellent Customer Experience, Linio has the right to let the customer keep Products under $13USD (according to customer’s previous behavior). For Products over this threshold, the Customer will start the inverse logistics.

Return Policies & Process

For all of the Seller´s Products that are not in “Local Fulfillment by LINIO”, the Seller will handle returns in accordance with this Section.

When a Client requests an international return for orders that the Seller ships to any of LINIO Contracting Parties (Chile, Colombia, Mexico, and Peru), LINIO will offer to the Client a ‘ReturnlessRefund’ for items priced under the value indicated here. In this sense, the Client will get a full refund without returning the product.
For those products whose price exceeds the value indicated in the form, and that are returned to LINIO´s Warehouses located in Mexico, Chile, Colombia and Perú, the Seller must choose one of the return methods.

a) International Return Shipping to country of origin: This option will apply only for products without severe damage. The Seller must bear all the associated expenses and risk due to the inverse logistics of the products the customer returned, from each of LINIO´s local warehouses, to your own warehouse, even for customer-fault returns

b) Provide a Domestic Return Option: This option will apply only for products without severe damage. By this means, LINIO shall return the products to the Seller´s or his partner’s warehouses. The Seller must bear all the associated expenses and risk due to the inverse logistics of the products the customer returned, from each of LINIO´s local warehouses, to your own warehouse, even for customer-fault returns

c) Payment of Disposal Service: By choosing this option, LINIO will keep the products in the applicable warehouse in exchange of the payment of a disposal fee, which price will be updated from time to time by LINIO´s on its sole discretion.

By choosing this option, the Seller authorize LINIO on its sole discretion, to resell, recycle, donate or destroy the products on his behalf, among other options. In the event that LINIO chooses to resell the Product, the Seller authorizes LINIO to buy him the Product in exchange of the payment of the disposal fee. By these means, the Seller agrees that sale of the Product to LINIO, implies a full transfer of ownership from the Seller to LINIO.

Important: If the Seller does not choose one of the above-mentioned return methods, within 10 current days of notification of the date of entry into force of this Agreement, it will be understood that the Seller authorizes LINIO to apply the return method “Payment of Disposal Service”.

Seller must choose one of the following options to proceed with the shipping process:

Shipping label LINIO: LINIO will ship the products using the carriers that he chooses for that purpose. The Seller must bear all expenses related with the shipment of the products; LINIO will charge the above-mentioned expenses monthly, into the Account Statement in Seller Center. LINIO will ship back on the first week of every month. If due to force major events, LINIO is not able to ship the products in time, LINIO will bear all the expenses related to the storage of the products.

Shipping Label Seller: The Seller will ship the products using the carriers that he chooses for that purpose. The first Monday of each month, LINIO will request the shipping labels for all the products that the Clients returned in the previous month according to Seller Center. The Seller must send the shipping labels to LINIO, within the next following three (3) business days. If the Seller does not comply with this term, LINIO willy-nilly will use the carrier´s services and fees at the Seller´s expenses. LINIO will charge this expense into the Account Statement in Seller Center on a monthly basis.

Important: LINIO cannot return those products that have an IMEI that the Seller shipped to Colombia.