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Dropshipping Fulfillment

Returns & After-Sales Support

A customer wants to return an order. Where does the parcel go? We give the customer a local address, inspect the unit when it arrives and tell you whether it can be sold again.

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What you get
  • A local return address for the customer
  • One inspection and grade for each unit
  • A recorded restock or write-off decision
  • Repeat faults sent back to the sourcing team
The operational problem

Why do we use a local address?

Take one returned $40 order. Sending it to China may cost more than the item. So we use an address near the customer instead.

The parcel travels a domestic route. It arrives quickly. We open it and decide whether the unit goes back into stock or becomes a write-off.

Sometimes the product was never the problem. A buyer may refuse a parcel because duty is due at the door; our guide to DDP shipping from China explains that case. To compare the return with the original order, use fulfillment cost per order.

What happens when the parcel arrives?

StepWhat is doneOutcome you see
ReceiveWe match it to the orderThe return sits beside the sale
InspectWe check the item and its boxYou see one grade for this unit
Grade AThe item and box can be soldIt goes back into stock
Grade BThe item is sound but the box is notWe hold it for repacking or discount
Grade CThe item cannot be soldWe record why it was written off
RepeatThe same SKU shows the same faultWe tell you and the sourcing team

Does every complaint need a refund?

No. A parcel may have stopped moving. The wrong colour may be in the box. An insert may be missing. We check the order before anyone presses the refund button.

If the colour is wrong, we send the right one. If tracking is stuck, we contact the carrier. If several units fail in the same way, we hold the batch. A refund is still there when it is the right answer.

How we close a return

The order stays on screen

Two team members can see the order, parcel and customer message together. One checks what happened. The other closes the case.

Photographed in the Neofulfill office in Shenzhen.

Two Neofulfill team members working an order together on screen in the Shenzhen office.
Questions

Returns & After-Sales Support FAQs

Where do my customers send returns?
To a return address in their own region rather than back to China, so the return costs a domestic leg instead of an international one. That is what makes inspecting and restocking worthwhile.
Do returned items go back into my sellable stock?
Only if they pass inspection. Each unit is graded, and you see the grade and the reason. Resellable units return to available stock, damaged ones are held or written off, the choice is recorded per unit, not applied in bulk.
How do I find out if a product is being returned repeatedly?
Repeat faults on a single SKU are flagged rather than absorbed quietly. That signal is the most useful output of a returns process, because it usually points at the supplier rather than at the customer.
What is the refund and reshipment policy?
The refund and reshipment policy is published in full on the refund and reshipment policy page, and your own customer-facing policy stays yours to set.

Ready to hand over fulfillment?

Tell us your daily order volume and main markets. We come back with the routes and the per-order price your actual profile needs.

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