The in-store returns journey is guided and convenient. There are three primary segments:
- Start online, drop off in store: Shoppers access a merchant's Return Center to initiate their return and find the nearest retail store location. Upon arriving at the store, they simply provide their return confirmation number or email address, allow product to be inspected, and have their refund initiated on the spot.
- Processing the return: When a shopper brings their return in store, a store associate utilizes a dedicated Returnly portal (depicted below) to process the return and initiate a refund.
- Restocking inventory: Merchants are empowered to configure inventory settings -- either to add items back to stock in-store or ship to a preferred warehouse.
Can a shopper make a return in store if they haven’t initiated the return online?
Yes, shoppers do not have to initiate their return online in order for the return to be processed in store. If they choose not to, a Store Associate can process the return using the shopper's order-associated email address.
Does a shopper have to use their return confirmation code at the Location they were presented upon initiating the return?
No, the shopper can use their code at any supported retail store configured for In-Store Returns, or provide their order-associated email address if they do not have the code available.
Is the in-store returns policy any different from the online return policy? Can a Store Associate override it?
No, both the in-store and online return policy are the same.
If a product is deemed “final sale” or non-returnable, can a shopper return in-store?
No. As with an online return, a Store Associate will not be able to process a return for such product.
Can shoppers use their issued Instant Credit in store?
Not currently. Credit is only redeemable for online repurchases.
Are gift returns supported In-Store?
Not at this time.