This guide offers a step-by-step approach to handling reshipment requests, helping you address customer needs across different situations with ease.
For guidance on managing other types of aftersale requests, check out these articles:

• Managing Refund-Only Requests
• Managing Return and Refund Requests
• Managing Exchange Requests

ฺUnderstand Reshipment Requests

Buyers can request a reshipment after receiving their order in the following cases:

• Missing items: If any items are missing from the order, the buyer can request the seller to send the missing items.
• Broken or unusable items: If an item arrives broken or unusable, the buyer can request a reshipment for a replacement.

Upon receiving a reshipment request, sellers can approve or reject it based on the reason and evidence provided. Below, we'll walk you through how to manage reshipment requests.

How to Manage Reshipment Requests

1. Go to the Manage Returns page in the Seller Center and navigate to the 'Awaiting Action' tab to find requests tagged as 'Reshipment.'

2. Review the reason for the reshipment request, and respond within 2 calendar days. If you miss this timeframe, the platform will automatically approve these requests.

Here are the actions that you can take:

• Approve: If the reason provided is valid, you can approve the request and send the remaining item or replacement to the buyer.
• Reject: If a request doesn't meet your criteria, you can reject it and provide a clear reason for transparency.
• Propose other solutions: You can suggest alternatives, such as refund-only or partial refund, depending on the buyer's selected reason. If the proposed solution is more favorable to the buyer, it will be auto approved by the platform.
  • If you propose a partial refund, the offer will be sent to the buyer as a negotiation card in Customer Service Chat. The buyer has 1 calendar day to accept or reject it. If the buyer rejects the offer, the request will return to the original reshipment process, where you can either approve or reject and continue with the standard procedure. Read more about partial refunds here.

3. If you approve the request, the system will take you to the Manage Returns page. Here, select the 'Arrange Shipment' option to print the shipping documents and send the missing items or replacement. You have 2 working days to send the reshipment to the buyer.

❗️Note: The seller will be responsible for the shipping cost of the reshipment, and the shipping option will match the original order. For example, if the original shipping option was 'Shipped via Platform,' the reshipment will also be 'Shipped via Platform.'

How to Track Reshipment Shipping Status

1. You can easily check the status of your reshipment on the Manage Returns page, directly on the request card, as shown below.

2. Alternatively, click on 'Check Logistics' to open a new window displaying the logistics information and latest shipping status.