Please prepare for December and January
Dear Seller,
As we approach the December–January festive period, many businesses operate with reduced staff or close for the holidays. Please ensure that you have adequate coverage in place to receive and assess product returns during this time.
For Fulfilled by Seller (FBS) orders, returned products are normally delivered back to you so that you can review the return and accept or reject it. This is an important part of the returns process, as the outcome determines whether the customer is refunded or the product is returned to them.
If we are unable to deliver a return to you
During the festive period, if we attempt to deliver an FBS return to your location and no one is available to receive it:
• The return will be automatically accepted and the customer will be refunded.
• The returned item will be redirected to our Distribution Centre (DC).
• The product will be held at our DC during this period.
• We will arrange for the product to be returned to your location in the new year.
Please note: This process applies specifically to Fulfilled by Seller returns where we are unable to successfully deliver the returned product back to your location.
Consider Fulfilled by Makro (FBM)
If you would prefer your returns to be handled by Makro during this period, consider making use of Fulfilled by Makro (FBM).
For items sold through FBM, stock is held at our Distribution Centre and returns are routed directly back to the DC. Our team at the DC will receive and inspect the returned product and manage the return through the standard FBM returns process.
This means your availability is not required for the return to be received and inspected.
Going away over the festive period?
If you will be away and will not be available to fulfil orders, please make the necessary arrangements before you leave.
You have a few options:
1. Use Fulfilled by Makro (FBM)
Send your stock to our Distribution Centre and Makro will handle the fulfilment of your FBM orders while you are away.
2. Update your vacation settings
Turning on your vacation settings will adjust your pick-and-pack SLA so that the days you are away are not counted towards your fulfilment SLA.
3. Set your stock to zero and mark your products as inactive
If you want to ensure that no new orders are received while you are away, you can set your stock to zero and mark your products as inactive before your closure period begins.
We encourage you to plan ahead to ensure that both orders and returns can be managed effectively throughout the festive period.
Thank you for your cooperation as we work together to provide customers with a seamless experience over the festive season.
Kind regards,
Makro Marketplace