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Using Reshop’s Retailer Portal and Customer Self-Service Tools for Direct Integration Merchants

Updated

Merchants with Direct Integrations:

Purpose:

This article provides guidance on how to navigate common questions and actions for Reshop related returns. It includes helpful resources and guidance to provide the best customer experience, including self-service capabilities for support teams, managing requests efficiently within the Reshop Retailer Portal, and determining when to leverage Reshop for additional support. 

Helpful Information: 

  • Reshop Retailer Portal
  • This article is NOT relevant if your RMS is Loop, Redo or Narvar
  • If you or your team needs assistance logging in, please contact: 
    • rachel.engel@reshop.com

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.

Manage these functions directly in the Reshop Retailer Portal:

  • Approve full refund: Return meets policy and can be accepted.
  • Adjust refund: Reject specific items from return 
  • Reject Return: 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,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.

Customer Facing Help Center

  1. Cancel a Refund: If the customer has changed their mind, and wants to keep their item(s). 
  2. Update Disbursement Method: If a refund attempt was unsuccessful, customers can update their payment details. 
  3. 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.
  4. Update Backup Payment Method: If a customer has an outstanding balance and needs to update their backup payment method.
  5. 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:

Customer Facing Contact form

  1. Can I close my Reshop account?
  2. Why was my Reshop refund not approved? 
  3. Why was I charged for my Reshop refund? 
  4. I’ve shipped my return package, but I’m still receiving shipping reminders.

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