Returns happen. Here is the full workflow on the vendor side.
Initiation
A client initiates a return through the clinic's storefront. The clinic gets the request first and approves or denies based on their policy. If approved, the return is forwarded to you.
You will see returns in your dashboard's Returns queue. Each return has the original order, the items being returned, and the client's reason.
Generating the return label
Hit "Generate return label". We pre-pay a return shipping label using the carrier you have set up for outbound shipping. The label is emailed directly to the client — you do not need to communicate with the client at all.
If the clinic's policy says the client pays return shipping (less common), the client is charged at the time of return initiation and you receive the funds in your next payout.
Receiving the return
When the package arrives at your warehouse:
- Open the return in the dashboard
- Hit "Mark received"
- Pick the condition (resalable, partial, damaged, missing items)
- Add a note if needed
The condition determines the refund amount — by default, resalable returns are 100% refund, partial is 75%, damaged is 0%, missing items is item-specific.
The financial mechanics
When you mark received and the refund is processed:
- The client is refunded by the clinic
- The clinic's account is debited the refunded amount
- The product cost is debited from your next payout
- Our marketplace fee on that order is reversed (you keep the fee on the original sale only if the return is over 30 days post-delivery)
Avoiding returns
Most returns come from one of three causes:
- Mismatched expectations — client ordered the wrong size, dose, or quantity. Better product page descriptions reduce this.
- Damaged in transit — your packaging is not robust enough for the carrier route. Reinforced packaging usually pays for itself.
- Wrong product shipped — pick error in your warehouse. SKU verification scans at pack time eliminate most of these.
If your return rate exceeds 5% on a given SKU, we will reach out to dig into the cause.