How to manage my recipient returns ?

1. Option to allow its consumers to download the return labels themselves
2. Downloading labels
3. Follow-up of return shipments
4. Restocking, quality control and photography
5. Beware of fraud

1. Option: allow its consumers to download the return labels themselves

You can allow your customers to download their return label from the tracking page. 

To enable it, in "Account > Returns", you need to check the "Enable Returns" box for track.cubyn.com.

From which destinations? 🏳️

Customers from 30 different destinations can then download the return labels and easily send their parcels back to you*.

List of destinations : Austria, Australia, Belgium, Croatia, Czech Republic, Estonia, Finland, Germany, Greece, Guadeloupe, French Guiana, Hungary, Ireland, Italy, Lithuania, Luxembourg, Malta, Martinique, Mayotte, Netherlands, Poland, Portugal, Reunion, Romania, Slovakia, Slovenia, Spain, Switzerland, United Kingdom.

• These shipments will be charged at the Cubyn Standard rate once sent by the customer.
  These return parcels will not be subject to any specific insurance and will be charged at 33€/kg in case of anomaly during transit.

Please note that :

• The address on the label is set in Account> Returns.
• It can take up to 30 seconds to generate a return label.
• Cubyn return labels and BackMarket return labels are the only two types of labels accepted by Cubyn.
• The Cubyn Warehouse will not accept any other type of label, such as labels created by recipients.
• You can track customer returns (that use a Cubyn return label) in the "Returns" tab of your Cubyn application.
• Once they are received at the Cubyn warehouse, you will be notified by email of the receipt of the returns from the consignees (for non French merchants).
• Depending on the return option you have chosen, the package will either be returned to stock or returned to you.

2. Downloading return labels

Recipients can download their return label from the Cubyn tracking page. 

Enter tracking number (CUBXXXXXXXX)

Click on "Return your package" and download the return label.

**Recipients should take their package to the nearest carrier drop-off point. 

If you do not want to give your customers the option of downloading the return label themselves, you can generate them yourself via your Cubyn interface.
Click on the options of the delivered order in question, choose "Download return label".

3. Tracking of return shipments

You can track your recipients' returns directly from your Cubyn App in the "Returns" tab by viewing the returns with the following icon.

4. Restocking, quality control and screening (taking photos) 

Once Cubyn has received the feedback, several scenarios are possible.

A. You have not subscribed to our Quality Control and/or Photo Shooting offer:

Once the return has been received  by Cubyn, the SKUs that were returned will be inbounded on a variant of the original product, suffixed by _RECIPIENT_RETURN. That way, SKUs that may have a quality defect because of the return will not be mixed up with the other SKUs. 

✔️ You can now place an order to the address of your choice to retrieve these items. To do so, follow the next steps: 

1. Go to the Orders Tab

2. Click on the sign to add a manual order.

3. Complete the mandatory fields for the first section: (Recipient, Destination address, shipping options)

4. Add the _RECIPIENT_RETURN products to the order

5. Confirm order.

B. You have subscribed to our Quality Control offers without taking photos:

Once the return has been received at the warehouse, we will check its good condition.
- If the item shows no signs of damage, we will restock it directly under its original SKU, so that it can be resold directly.

- If the article is dirty, broken, partially damaged... we will restock it in DAMAGED. You do not have any further information about the damage in particular

C. You have subscribed to our Quality Control and Photo Shooting offers:

Once the return has been received at the warehouse, we will check its good condition.
- If the item shows no signs of damage, we will restock it directly under its original SKU, so that it can be resold directly.

- If the item is dirty, broken, partially damaged... we restock it in DAMAGED. We take 3 pictures of the item and provide them directly on your interface in the details of your return

5. Beware of fraud

⚠️ Return flows may be the source of some of the fraud observed by Cubyn:

1. Fraud on Label by recipients

It may happen that a label is modified by the recipient and that the carrier is not aware of the forging. This can eventually result in a recipient return marked as DELIVERED at Cubyn while it is actually DELIVERED by the carrier at another address (the address forged by the recipient). In this case, Cubyn never receives the items of the initial order and therefore can not put them back in stock.

Cubyn recommends to its merchants to only validate refunds once items are marked as STORED on the shelves instead of when returns are marked as DELIVERED. Returns are handled in priority at Cubyn and items received will be stored in the shortest possible time upon their reception.

2. Fraud on wrong items sent by recipients

It may happen that wrong items are sent back to Cuby instead of the real items of the initial order, or that the items are only partially returned. This has been observed when ill-intentioned recipients hope to be refunded while keeping the original products.

Cubyn recommends to its merchants to only validate refunds once items are marked as STORED on the shelves instead of when returns are marked as DELIVERED. Returns are handled in priority at Cubyn and items received will be stored in the shortest possible time upon their reception.