Handling Returns & Exchanges

(Orders, Returns & Exchanges – Seller Guide)

Returns and exchanges are part of selling online — but they must be handled correctly to protect your inventory, earnings, and seller rating.
On Kingston Express, the process depends heavily on how the order was fulfilled, especially when using Dispatched by Kingston Express.

This guide explains:

• The difference between returns and exchanges
• How each process works
• Seller responsibilities by fulfillment type
• What to do (and what not to do)

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Returns vs Exchanges (Quick Clarification) #

🔁 Return #

• Item is sent back
• Refund may be issued

🔄 Exchange #

• Item is replaced with another
• Refund is usually not issued (unless there’s a price difference)

📌 They follow different rules — don’t mix them up.

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Step 1: Identify How the Order Was Fulfilled #

Before responding to any request, confirm how the order was handled:

🟦 Dispatched by Kingston Express #

• Returns and exchanges follow platform-managed processes
• Sellers do not collect items directly

🚚 Seller-Managed Orders #

• Seller handles return shipping, inspection, and exchanges

📦 This determines your role.

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Handling Returns for Dispatched by Kingston Express #

How Dispatchment Returns Work #

• Customer submits a return request
• Return eligibility is reviewed
• Item is routed back to a Kingston Express dispatchment center
• Item is inspected
• Refund or exchange is processed if approved

Seller Responsibilities #

✔ Monitor the return status
✔ Respond if clarification is requested
✔ Wait for inspection outcome

What Sellers Should NOT Do #

❌ Do not ask customers to ship items to you
❌ Do not promise refunds or exchanges
❌ Do not bypass inspection

📦 Dispatchment protects sellers from improper returns.

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Handling Returns for Seller-Managed Orders #

If you manage fulfillment yourself:

Seller Responsibilities #

✔ Review the return request
✔ Confirm eligibility
✔ Provide return instructions
✔ Inspect the item upon return

📌 Never approve a refund before inspection.

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Handling Exchanges (All Orders) #

When Exchanges Are Appropriate #

✔ Wrong item sent
✔ Damaged item
✔ Size or variant issue (if eligible)

Exchange Process #

1. Issue approval
2. Original item is returned (if required)
3. Replacement is shipped

📦 Exchanges must follow inventory availability.

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Exchanges With Dispatched by Kingston Express #

• Exchanges are reviewed centrally
• Replacement items ship from dispatchment inventory
• Inventory is adjusted automatically

📌 Sellers should not ship replacements independently.

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Exchanges for Seller-Managed Orders #

• Seller confirms return (if required)
• Seller ships replacement
• Seller updates order notes

⚠️ Shipping replacements before receiving returns increases risk.

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Return Eligibility (What Typically Applies) #

Returns are usually eligible if:
✔ Item is unused
✔ Item matches original condition
✔ Request is within the allowed timeframe

Common exclusions:
❌ Perishables
❌ Personal-use items
❌ Custom or final-sale products

📌 Always follow platform policy.

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International Returns & Exchanges (Important) #

• International returns are more limited
• Shipping costs are higher
• Customs rules apply

📦 Not all international orders are eligible for return or exchange.

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Common Seller Mistakes to Avoid #

❌ Refunding before inspection
❌ Shipping replacements too early
❌ Treating exchanges like refunds
❌ Asking customers to return dispatchment orders to you
❌ Ignoring return timelines

⚠️ These mistakes lead to losses and disputes.

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How Returns & Exchanges Affect Seller Performance #

Returns and exchanges may impact:

• Inventory levels
• Payout timing
• Seller performance metrics

📌 Occasional returns are normal — patterns matter.

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When to Contact Support #

Contact **Kingston Express Support if:

• A return or exchange outcome is unclear
• A dispatchment return looks incorrect
• A customer is escalating the issue

📧 Always include the order ID.

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Final Rule (Burn This In) #

👉 No inspection = no refund. No approval = no exchange.

Sellers who follow the return and exchange process — and rely on Dispatched by Kingston Express where applicable — protect their inventory, earnings, and reputation 🔁📦💼