Please be sure your customers are returning the original packing list that we shipped with the order!
We have seen an influx of customer returns that arrive at the facility without the original packing list included in the order.
Because of the new redaction policies for Personally Identifiable Information, we are not able to access order information via your customer’s name, and if we do not have the original order number, it is virtually impossible for us to identify and process the return.
As we are going into the busy season, please sure that your returns instructions are up-to-date on your website, and also within the Fulfillment Control Panel dashboard (Client Info > My Settings), so that it indicates we must have the original order packing list sent back, or it is very likely that their return will not be recognized and able to be processed.
If you have any further questions, please reach out to Customer Service via this Zendesk ticket system.
~Linda Sorna, Client Care Manager