❗ You need to have a return address in the respective country.
There are two options:
A return request arrives directly in Returns.
The customer requests the creation of a return request.
The legal return period is 14 or 30 calendar days.
1. Returns
In the left column, navigate to Returns - Returns list
New - newly opened requests that have not yet been viewed.
Acknowledged - confirmed return status, for which a pickup AWB has been generated.
Received - status when the package has been picked up from the customer.
Behind schedule - the deadline for completing the return request has been exceeded.
Finalized - status of resolved and completed return requests made on time.
Rejected - displays return requests that you have rejected due to exceeding the return period or customer-caused product damage.
Canceled - displays returns that you canceled when the customer changed their mind about returning the product.
Closed with incident - displays returns that were not completed within the legal period of 14 calendar days.
2. Return Request - Customer
If the customer is unfamiliar with the return process or does not submit a return request:
If the customer asks you to fill out the return request on their behalf, follow these steps:
On the right, click the green button Add return.
On the opened page, you must enter the Order ID and click outside the field. All order details will be automatically filled in. Scroll down to the Product listing section and press the Add product button, then select the product to be returned. Click Confirm and Save the modifications. The new return request you submitted will be registered in your account with the status New. You will process this as a standard return request.
If you do not have an active courier account in your seller account, the pickup method field will display the message Own courier.
In this situation, you will need to arrange for the pickup using another courier, followed by eMAG's partner couriers, and you must manually update each status as follows:
After booking a courier for shipping, set the status to Acknowledged and save the changes.
When the courier picks up the package from the customer, update the status again, ensuring to save the changes.
Once the package arrives at your location, inspect it to confirm that the product's condition is the same as when it was shipped. If everything is in order, set the status to Finished and click Save.
If the product is returned damaged, you have the right to reject the return request. In this case, you must set the status to Rejected and call the customer to inform them of the reason for the rejection.
Fees
If you want the customer to pay a return fee, you will fill in the field named Return tax value with the fee amount. Alternatively, you can set the return fee to zero if you do not want the customer to pay for the return shipment.
Example: For an order of 100 lei, the return tax value is 20 lei. This means you will send only 80 lei to the customer.
If the returned product is damaged, you can retain up to 20% of its value.
Enter the retained amount in the Retained amount field under the Product listing section on the Return details page.
Once the return request is completed, the specific order will receive the Canceled status, and the money will be refunded to the customer.
For Online card and Cash on delivery orders with AWB generated from the platform, eMAG will refund the customer.
However, for orders paid through Payment order, it is your responsibility to issue the refund since the money from these orders is transferred to your bank account.