Hub Partners: Frequently Asked Questions

The Unknown Item Flow enables manual entry of items into the system.

For more details, see Unknown Item Flow.

If an item cannot be recorded using the Unknown Item Flow because it does not appear in the search results, contact us via support@redo.com for assistance.

Returns belonging to merchants who are subscribed to Redo's Grading service will be sorted for grading after Verification and undergo detailed inspections to assess their condition. Depending on the outcome, return items may be either repackaged or donated.

For more information, see Grade.

Returns are warehoused after verification for consolidation-only returns and after grading for returns that require grading.

All returns must be stored in the warehouse until they are shipped back to the merchant in a Fulfillment.

For more information, see Warehouse.

All returns undergo verification upon arrival at the hub, with processing depending on whether the return requires grading. Verification also serves as the receiving process, so no separate receipt through the Hub app is needed. The order in which return items are verified, packed, and sorted may vary based on the merchant's service level.

See the following for more details:

If an item is received showing signs of wear, use, or damage it must be recorded as Received Damaged during verification.

When recording an item as Received Damaged, you will be prompted to take pictures that demonstrate the signs of wear, use, or damage. You will also be required to provide a detailed written description of the condition of the item.

Keep in mind that the pictures you take and the description you write are shared with the merchant.

If you recorded an Undeclared item but do not see it listed in the return case, it could be because the x in the top right corner of the Add Undeclared Item modal was clicked. If this clicked, the undeclared item will not be recorded.

Instead, click either + Undeclared Item to record the current undeclared item and move on to the next one or click No More Items to record the current undeclared item and move on to finalizing the verification.

Items that are not listed in the return case and belong to a different merchant or brand must be recorded as Undeclared items. When recording Undeclared items, you must also contact us for further assistance and next steps.

For more information, see Verify: Overview.

All consolidated returns must be sent back to the merchant in a fulfillment.

See Fulfillment for more details.

Exception cases are returns created outside of the ReturnBear system. To learn more about what makes a return an exception case and how to process them, see Handling exception cases.

If you cannot process a shipment or return because the label will not scan, contact us with the following details for assistance:

Returns from Cadillac Fairview (CF) drop-off points will be received in a box containing several canvas bags, each with their own QR code. In order to process these returns, the QR code on each of the canvas bags must be scanned.

For more information, see Scanning canvas bags.

An email must always be sent to Redo Support when an Undeclared item is received.

Send us an email via support@redo.com

Some merchant use Redo's order fulfillment or multi-forward fulfillment service. At time, you will be tasked with fulfilling orders to the merchant's customers based on the inventory held at your location.

When an order is routed to your location, you will receive an email notification.

For more information, see Receiving and fulfilling MFF orders at a ReturnBear Hub.