Common questions about the Returns Process

The Returns Process for Retailers can be found here.

As a retailer when you do a refund, does the transaction fee get refunded too?

• Answer: Yes

Why does the Refund Status only say “Accepted” in StockShare and not "Completed"?

• Answer: This is because the supplier did not have sufficient funds in their Stripe Account for the refund to take place automatically. StockShare will notify the Supplier to add more funds, however you (the Retailer) may also notify the supplier to transfer more funds and then manually refund the order in their Stripe Account. 
• Note when StockShare notifies the Supplier around the failure to refund your transaction, it also requires them to set a new $500 minimum balance on the Suppliers Stripe account.

Who covers the shipping cost if a return is placed? Example: a customer wants to return the suppliers' product from a retailers' site. 

• Answer: The customer covers the cost of shipping. This is completed by the customer arranging tracking to share with the retailer and supplier. Noting in certain circumstances suppliers may provide return shipping labels to share with retailers.