Merchants with Narvar Integration:
Purpose:
This article provides guidance on common processes and scenarios for merchants using Narvar as their RMS. It includes helpful resources and guidance to provide the best customer experience, including what you can manage independently without the help of the Reshop team. Specifically, what is available for self-service options, how to manage requests efficiently within Narvar, and determine when to leverage Reshop for additional support. Additionally, you will have access to Reshop’s return portal as well. Please see article: Using Reshop’s Retailer Portal and Customer Self-Service Tools for Instant Upgrade Merchants for more information.
FAQs:
- What happens when a Reshop refund is canceled?
- When a Reshop refund is canceled (or “repurchased”), the refund is reversed and the customer is charged the refund amount to their backup payment method on file.
- How can we support customers that have canceled a Reshop refund?
- If a customer has already received a refund to their original form of payment, your team will no longer be able to issue an additional refund for the same item(s), even if the refund was canceled.
- Reach out to Reshop to reverse charges at your discretion, depending on the situation.
- Can I reverse an Unreturned Item Charge?
- Reshop refunds may include a Unreturned Item Charge if a customer ships their return after the required timeframe.
- In some cases, Reshop may reverse this charge as a one-time goodwill exception.
- Reversals are reviewed case by case and are not guaranteed.
Support teams manage these functions directly in Narvar:
- Delivered to Retailer: Mark shipping as “complete”, in the scenario where you would like to make an accommodation for ex., a lost return package
- Canceled by Retailer: Cancel return if the customer has changed their mind and wants to keep their items
- Received by Retailer: If the customer's return has been delivered, and they may have used a different shipping label for example, by choosing this, it will update the Reshop system to reflect this shipping.
- Approved: Return meets policy and can be accepted.
- Rejected: Entire return does not meet policy upon receipt.
Actions that customers can self-serve:
Customers can make select updates to their refund after it has been issued through Reshop. The list below highlights common customer requests, indicates which changes can be completed through self-service, and explains how to make them. For step-by-step instructions, you can direct customers to the linked Help Center articles, or refer them to our team for any requests that fall outside of these self-service options.
- Cancel a Refund: If the customer has changed their mind, and wants to keep their item(s).
- Update Disbursement Method: If a refund attempt was unsuccessful, customers can update their payment details.
- Claim a Refund: If a customer has started the Reshop refund process but hasn’t selected a disbursement method or received their refund, they can complete the process if the return is still within the required timeframe.
- Update Backup Payment Method: If a customer has an outstanding balance and needs to update their backup payment method.
- Extend Shipping Due Date: If a customer needs more time to ship their return, they can request a self-service shipping extension, provided the return is still within your return window.
Common Requests where you can send customers directly to Reshop’s customer service team:
- Can I close my Reshop account?
- Why was my Reshop refund not approved?
- Why was I charged for my Reshop refund?
- I’ve shipped my return package, but I’m still receiving shipping reminders.