Customer wants to return a parcel

Modified on Fri, 13 Jan 2023 at 08:24 PM

The customer wants to Return a Parcel.

 

Returning a parcel will cause a scenario in which customers would like to know how to proceed and return their item to get a refund or replacement for the correct/damaged/unwanted product.

Please follow the following steps:

  • Advise customers that UniUni does not handle refunds or replacements.
  • Refer them to their merchant.
  • Advice customers to verify the return, refund, and replacements policy from the merchants themselves.

 

When customers call, they may believe that the refund or return process should be processed with UniUni as the shipping label details a “FOR RETURN PARCEL ONLY” section below.


Text, letter

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Nevertheless, this is for drivers' reference. When customers wonder why we won't make the return process all on our end, let them know that the return reference is for drivers that need to return the parcel to the warehouse in case of delivery fails.

When customers expect the correct refund, return, or replacement process, they should check with the merchant first before moving on and taking steps on their end. Some merchants will accept returns to our warehouse, but others will not. Depending on the store and its refund policy, customers should return the parcel to our or another location.

If a customer can’t remember where they purchased the parcel and is expecting you to tell them, please advise: 

  • We do not have the merchant information through our system. 
  • They may try their browser searches or purchase history to find the merchant information.
  • They may also check their bank statement and verify the charge origin.

 

With this, they will be able to find the reference to find or remember the merchant for their products.

If the merchant requests the customer to return the parcel to UniUni, the customer will be required to visit a local UniUni warehouse location with the package. The customer will need to bring a piece of a government-issued photo ID and a copy of the merchant/customer conversation by either email or chat confirming that the customer is to return the parcel to the warehouse. The local branch agent will verify the email/chat document and the photo ID to the package and issue a Return to the Shipper to the customer. The customer will then send this letter to the merchant for the next steps. 

Please ALWAYS advise customers that they should contact the merchant first. Some merchants will not accept our returned parcel document, and customers may get without refund neither the parcel content.

 

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