An Undeclared item is any product a customer returns that was not selected during the creation of their original return request. The item(s) selected for return in the Redo RMA Portal are considered declared items. Undeclared items are any other items sent either in addition to or instead of declared items.
Undeclared items have no matching record in the Redo system and therefore cannot be processed without assistance from the merchant.
Resolving Undeclared item(s)
If an undeclared item arrives with a return case, it will be recorded and displayed on the return case's detail page within the Redo Admin.
Merchants are required to contact Redo Support within 15 days to provide instructions on how the item should be handled. There are 2 outcomes to choose from in order to resolve Undeclared items:
Process item
Sent back to the customer
If instructions are not provided within 15 days, Redo will send the item back to the customer at the merchant's expense by default.
To provide instructions, send us an email via support@redo.com
Outcome | Requirements |
Process item | In order for an Undeclared item to be processed, it must be identified. Redo requires all of the following information in order to process any item in accordance with a merchant's service agreement:
✓ Item name ✓ Variant (size, colour, etc.) ✓ SKU ✓ Link to item in Shopify admin
Once Redo has the required information, the item can be processed in accordance with a merchant's service agreement.
Optional: If the origin of the Undeclared item can be determined, share this information with Redo as well. |
Send back to customer | Undeclared items sent back to the customer are shipped at the merchant's expense.
Please note: Redo cannot charge a customer directly for the cost of the shipping label. The cost to ship an item back to the customer will vary relative to their distance from the Redo Hub their Undeclared item was received at. |