Returns process
How a return moves from the buyer’s request to a resolution in your inventory. Photo proof at every stage, captured by the driver at collection and again at receiving and inspection at our warehouse. The merchant decides what happens at the inspection outcome (restock, hold, dispose); we never make that call unilaterally.
Customer-initiated returns
Section titled “Customer-initiated returns”The standard path covers most returns.
- Buyer requests the return. Either through your customer service team, through your storefront’s return form, or directly via the WhatsApp shortcut on our buyer-facing tracking page.
- Pickup scheduled. We confirm a window with the buyer and dispatch a driver from the same Emirate route as the original delivery.
- Driver collects at the door. Photo of the parcel as collected, buyer signature stamp, sync to your SamVertex account in real time.
- In transit to Ras Al Khor. Returns ride back on the same vehicles that go out; no separate transport line.
- Receiving at the returns dock. Parcel photographed on arrival, before opening, to document any transit damage.
- Inspection. Inspection is part of standard returns processing. We open, check against the original SKU and packaging spec, photograph the contents.
- Resolution. Restock, hold, or dispose per the merchant decision on the order.
Inspection step
Section titled “Inspection step”Every collected return goes through inspection at our returns dock. We check the item against the original SKU and packaging spec, photograph the contents, and log the condition (packaging intact, components present, any damage, signs of use). The inspection outcome flows back to your account as part of the order detail; you decide what happens next per return.
We do not enforce a fixed inspection-to-resolution SLA in writing, because real-world inspection depth varies by category (apparel takes longer than a sealed cosmetic, furniture longer than apparel). Your account manager confirms the typical turnaround for your specific category at onboarding and flags if a return is sitting longer than expected.
Restock vs hold vs dispose
Section titled “Restock vs hold vs dispose”Three resolution paths, merchant-configurable per return.
- Restock. The item passes inspection and goes back to your sellable shelf. Inventory updates in your account immediately.
- Hold. The item passes inspection but the merchant has not decided what to do. Stays in the returns quarantine zone, no inventory change, until the merchant calls it.
- Dispose. The item is destroyed (failed inspection, hygiene category, expired, damaged beyond resale). Photo evidence captured before disposal so the merchant has a record for buyer disputes or insurance claims.
The choice is per return, not a hard rule per SKU. Common practice: most apparel and electronics return defaults to restock-on-pass; cosmetics that have been opened default to dispose; high-value items default to hold so the merchant can inspect personally before deciding.
Damaged returns
Section titled “Damaged returns”Damaged returns get the same flow with extra documentation.
- Photographed at receiving. Before opening, to capture transit damage as evidence.
- Photographed again at inspection. After opening, with damage close-ups.
- Flagged in your account. Damage reason captured by the inspection team (shipping damage, buyer damage, missing components, tampered seal).
- Held until merchant decides. No automatic restock or dispose on damaged items; we wait for your call.
The merchant chooses to dispose at our cost, dispose at recovery cost, hold for vendor inspection, or ship to a repair partner. Operational mechanics for the inventory side in damaged or lost.
Returns from Amazon and Noon
Section titled “Returns from Amazon and Noon”Two cases.
- Returns from Amazon FBA or Noon FBN orders (where stock sat in the marketplace’s warehouse, not ours): out of scope for SamVertex. The marketplace handles their own returns through their own reverse logistics.
- Returns from Amazon FBM or Noon direct-fulfilment orders (where we fulfilled from our warehouse): yes, full flow as documented above. The buyer-facing path differs slightly (the marketplace runs the return request through their own buyer interface) but the warehouse-side handling is identical.
For prep work we did (FBA labelling, polybagging) where the unit later returned to the marketplace, we will receive at our dock and reprocess for you on a per-shipment quote.