Returns

Return Types

A return is a request for Jetpack to receive and perform actions to inventory that gets sent back to our fulfillment center either by your customer or due to a delivery failure (based on what you set in your dashboard for the product’s Returns Preferences). Jetpack does not handle refunds or exchanges; we simply process the inventory according to your Returns Preferences. There are two types of returns.

Return to Sender (RTS)

A return that results from a carrier delivery failure and is sent back to Jetpack by the carrier. You will be charged a fee equivalent to the original cost of the shipping label.

1. Return orders are only automatically created in the Jetpack dashboard with a Return Type of "Return to Sender" when the original order is physically received back to a Jetpack fulfillment center and there is a RTS scan present on the carrier tracking page.
2. If a Jetpack fulfillment center physically receives back the original shipment it fulfilled, but the carrier tracking doesn’t have an RTS scan, then Jetpack will automatically create a return with a Return Type of "Regular" on your behalf (as long as a return order doesn’t already exist in the Jetpack dashboard).
3. Once an RTS order is received, it will be restocked by default, unless a different RTS Return Action has been defined in your Jetpack dashboard (such as Dispose/Quarantine).

Customer-Initiated Returns

A return that is sent back to Jetpack by your customer and created by you in the Jetpack dashboard. We charge a flat $3 fee for customer-initiated returns.

1. The return must be created in your Jetpack dashboard (either manually or automatically using a supported integration) before your customer physically sends it back to our fulfillment center to ensure it is processed within our returns SLA.  
2. Once a customer-initiated return order is received, it will be restocked by default unless a different Return Action (such as Dispose/Quarantine) has been defined in your Jetpack dashboard.

Creating Returns

Merchant-initiated returns can be created in 3 ways:

1. Manually on the Orders page or Returns page in the Jetpack dashboard
2. Automatically through a Jetpack-supported returns platform integration (AfterShip or Loop)
3. Through the Jetpack API (reach out and we'll connect you with the appropriate details).

Important notes:  

• When creating a return order in the Jetpack dashboard, always add the Inventory ID associated with the physical product that is being returned from the order.  
  • If the products were part of a bundle, include the Inventory ID of the products that make up the bundle, not the bundle parent's Inventory ID.  
• Purchasing return labels through Jetpack for shipping back DG/HAZMAT products is not currently supported.  
  • If your customer is returning DG/HAZMAT products, you must use the Prepaid Label option when creating your return order.
• While lot products may be returned by your customers, we do not support restocking the product(s) based on their lot number and expiration date.  
  • Instead, for customer-returned lot products, you can choose Quarantine or Dispose as the Returns Action (under Return Preference).  
  • Alternatively, for lot products that were returned to sender (RTS) by a carrier, you can choose Restock, Quarantine, or Dispose as the Return To Sender Action (under Return Preference).  
• We require one return order to be created (in the Jetpack dashboard) per package (e.g., each box, bubble mailer, or poly mailer) that is being returned.  
  • If your customer must send separate packages, you should create a return in your dashboard for each package.  
• When sending returns to Jetpack fulfillment centers, you must create a unique Reference ID/RMA and include a tracking number in the Jetpack dashboard.  
  • These two numbers allow Jetpack to identify your return and associate it with your account.  
  • The Reference ID/RMA you input must be physically written printed on the external packaging of the return package by your customer. Failure to do so will result in product disposal.  
• Jetpack does not remove shipping labels that are attached to the external packaging of products considered ship in own container (SIOC).  
  • If you ship SIOC products, we recommend setting your Return/RTS Preferences as Dispose or Quarantine.  
  • If you choose to quarantine these products, you can submit a B2B order to have the products sent back to a location of your choice.  
  • You can choose to send the product(s) back to Jetpack using our WRO process after removing old shipping labels.  
• Important: All quarantined products will be stored together in a storage location (bin, shelf, or pallet) that’s separate from non-returned units of their same SKU(s). Warehouse storage fees apply to quarantined inventory.

Which items are not eligible to be returned to Jetpack?

The items below are not eligible to be returned to a Jetpack fulfillment center:

• Any hazardous materials (e.g., fertilizers, aerosols, batteries)
• Any food products (will be disposed of upon receipt)
• Intimate apparel, toys, or any intimacy-related goods
• Syringes or medical supplies that include testing/sample kits
• Medical supplies used for the collection of fluids
• Medicine (e.g., vitamins and supplements)

Additional FAQs

• Why is my shipping label fee for my return more expensive than the original fulfillment price?
  • Return shipping labels are priced based on the shipping zone and carrier rates from UPS and USPS ground services only.  
  • In some cases, your return label fees might be higher than the original fulfillment cost if we cannot utilize other low-cost carriers (e.g., regional carriers).

• I don’t want to buy shipping labels from Jetpack. What alternatives do I have?
  • You can use your own label purchased from a carrier of your choice. After you have a label, we recommend uploading the tracking number of the label to the return generated in your Jetpack dashboard. Ensuring you have the correct tracking number will help us process your return faster.  
• Do all of Jetpack's fulfillment centers follow the same processing fee structure and return process (in different countries)?
  • Yes, but remember that returns must be sent to the same fulfillment center that ships your products.
• How do I locate my quarantined SKU in the Jetpack dashboard?
  • All quarantined products are stored together under a single inventory ID which will appear in your Jetpack dashboard as Quarantine_CompanyName or QuarantineItem_CompanyName. To locate this product, from the Jetpack dashboard:
    • Click Products on the left-hand navigation bar.  
    • Search quarantine in the search bar on the Product Catalog page.

• Can Jetpack restock my products within the quarantine SKU?
  • Since inventory stored under your company’s quarantine SKU is mixed, Jetpack cannot support requests to restock the units (with their original SKU) to be utilized for future outbound orders.  Instead, we recommend that you create a B2C or B2B order to return the quarantined units to your company (or an address of your choice if another company will sort/inspect the units).  
  • Important: Quarantine units can't be shipped to addresses outside the country of the fulfillment center in which they are located (since quarantined products are all stored under a singular SKU, we cannot provide a custom invoice for these orders).    
• How do I determine which products are stored in my quarantine SKU?
  • For an idea of the products stored under your quarantine SKU, review the Last Action Taken under the Return Details section of your recent returns.  

‍