We want to make sure your Support team can confidently handle any Reshop-related questions across all Fanatics brands. The good news is Reshop handles most Instant Refund questions directly. But if a customer reaches out to your team instead, the info below is what you need.
Support For Retailers
Quick links on our Retailer Support Center:
- Customer FAQs, with retailer-ready answers
- Contact Form for escalating with our CS team. This channel is for retailer use only.
Support For Customers
A link to our Help Center (for shoppers) — help.reshop.com — which can be shared with them directly to find information, answer questions, and get hands-on support, plus a customer contact form (help.reshop.com/hc/en-us/requests/new) specifically for them to reach our CS team.
For return cancellations, or shipping-window extensions, direct customers to web.reshop.com/accounts — this is the self-service path for Fanatics customers.
Scenarios where our CS team will refer shoppers back to you for support
Customer has claimed their Reshop refund, but reports an issue with the original merchandise
- This may include a reported damaged item, missing item, wrong items, extra items, exchange questions, etc.
- Reach out to Reshop's Retailer Support Team via the Contact Form — see Support For Retailers above.
“Keep item” adjustments
Reshop does not make partial or full adjustments to a Fanatics return — there's no concept of adjustment or warehouse processing on this account. Once there's a carrier scan on the return, it's marked as in transit. Ask them to ship back the item(s) they're returning using the label/QR code they already have. The standard unreturned item charge only applies if the return is never scanned at all — i.e., nothing is shipped back.
Lost return packages
- If a customer says they dropped off their return but tracking shows no movement, this is primarily a logistics issue to resolve with your warehouse or the carrier (Happy Returns or UPS).
- Reshop still needs to be looped in: if you're making any accommodation for the customer (e.g. treating the return as received despite the tracking gap), reach out to Reshop's Retailer Support Team so we can mark the shipment as complete. This prevents the refund from being automatically reversed if drop-off isn't confirmed within the shipping window.
- If the customer received a refund to their original payment method, we'll defer to Fanatics' standard lost-return-package policy.
Customer is requesting an alternative label/QR code, or an additional label
- If a customer can't use the QR code provided, or the label isn't scanning, Reshop cannot generate a new label — your team will need to create this on your end. If a new label is created, let Reshop know so we can update our system accordingly.
- Known behavior to plan for: Happy Returns QR codes expire 30 days after issuance and UPS labels expire in 45 days. Our shipping-window extension is designed to stay inside that 30-day window, but in rare cases a QR code may still expire before drop-off. There's no systematic way to catch and re-issue these automatically, so expect occasional manual relabel requests.