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Returned merchandise will be inspected by your shipping partner and results shared with Cahoot for investigation and quality control purposes, so it is imperative that Cahoot orders are shipped according to the Merchant Code of Conduct as a condition of your participation in the Cahoot network. Additionally, the expectation is that Returns will not increase as a result of participation in the Cahoot network, and all claims will be monitored and tracked against historical observations. Please report any concerns to the Cahoot Success Team.

Note: To ensure a consistent experience for buyers, Amazon requires sellers to have return policies that are at least as favorable as the Amazon return policies. In all cases, follow your published Returns policy which should be kept up-to-date at all times, and it should include your acceptable returns time-frame, eligible items, replacement policy, return shipping fees, restocking fees, etc.

 

The following guidelines explain how the network will handle specific return types:

 

Returns Policy

Return type

Shipper

Seller

Carrier

Item did not match its description

If requested, provide documentation confirming the correct ASIN was mapped and shipped.

Fix any mapping errors.

If Shipper was at fault, poor Cahoot Rating and Penalties will apply.
  1. Investigate customer statement/pictures to verify accuracy of claim, if available.
  2. If Shipper shipped wrong item, refund the order or ship a replacement if appropriate. Submit a Cahoot Easy Claim for investigation/resolution. We will make it right.
  3. If Seller mapped wrong ASIN, refund the order or ship a replacement if appropriate. Notify Cahoot for help mapping ASINs correctly.
  4. If item was inaccurately described or disclosed, No-fault Return. Refund the order or ship a replacement if appropriate.

NA

Item did not meet expectations

If requested, provide documentation confirming the correct ASIN was mapped and shipped.

Fix any mapping errors.

If Shipper was at fault, poor Cahoot Rating and Penalties will apply.
  1. Investigate customer statement/pictures to verify accuracy of claim, if available. Consider giving them the benefit of the doubt.
  2. If Shipper shipped wrong or poor-quality item, refund the order or ship a replacement if appropriate. Submit a Cahoot Easy Claim for investigation/resolution. We will make it right.
  3. If Shipper shipped accurate item but customer was simply unhappy, No-fault Return. Refund the order or ship a replacement item if appropriate.
  4. If Seller mapped wrong ASIN, refund the order or ship a replacement if appropriate. Notify Cahoot for help mapping ASINs correctly.
  5. If item was inaccurately described or disclosed, No-fault Return. Refund the order or ship a replacement if appropriate.

NA

Wrong item, size, or qty

If requested, provide documentation confirming the correct ASIN was mapped and shipped.

Fix any mapping errors.

If Shipper was at fault, poor Cahoot Rating and Penalties will apply.
  1. Investigate customer statement/pictures to verify accuracy of claim, if available. Consider giving them the benefit of the doubt.
  2. If Shipper shipped wrong item, refund the order or ship a replacement if appropriate. Submit a Cahoot Easy Claim for investigation/resolution. We will make it right.
  3. If item shipped was accurate but customer was simply unhappy, No-fault Return. Follow your published return policy.
  4. If Seller mapped wrong ASIN, refund the order or ship a replacement if appropriate. Notify Cahoot for help mapping ASIN correctly.
  5. If item was inaccurately described or disclosed, No-fault Return. Refund the order or ship a replacement if appropriate.

NA

Item damaged, defective, expired, open

If requested, provide documentation confirming order was shipped in adequately protective packaging materials to ensure safe delivery to its destination.

If damage was caused by Shipper, poor Cahoot Rating and Penalties will apply.
  1. Investigate customer statement/pictures to verify accuracy of claim, if available, and consider giving them the benefit of the doubt. Attempt to assess who caused the damage (Shipper, Carrier, Manufacturer, or Customer).
  2. If damaged by the Shipper, refund the order or ship a replacement. Submit a Cahoot Easy Claim for investigation/resolution. We will make it right.
  3. If damaged by the Carrier, refund the order or ship a replacement, No-fault Return. Submit a claim with the carrier for reimbursement of item cost and shipping expenses.
  4. If damaged by the Manufacturer (item never worked properly or item recalled), No-fault Return. Refund the order or ship a replacement, and submit a claim with the manufacturer if applicable. Alternatively, consider helping the customer submit a warranty or replacement claim with the manufacturer as applicable.
  5. If damaged by the Customer, No-fault Return. Follow your published Returns Policy. Keep in mind that a great customer service policy builds trust and loyalty.
  6. If cause of the damage is unknown, refund the order or ship a replacement. Notify Cahoot with the details of the incident.

    *You may also be able to file a claim with your insurance company, if applicable.

UPS & FedEx review claims for Carrier-damaged packages and will reimburse for the repair or replacement cost of the package contents up to the declared value.

Item Recalled

NA
  1. Investigate customer statement/pictures to verify accuracy of the claim.
  2. No-fault Return. Refund the order or ship a replacement, and submit a claim with the manufacturer if applicable. Alternatively, consider helping the customer submit a warranty claim with the manufacturer if applicable.

NA

Refused delivery

If requested, provide documentation confirming the order was shipped to the shipping address provided by Cahoot using the Cahoot Shipping Label provided.

 

If Shipper was at fault, poor Cahoot Rating and Penalties will apply.
  1. Contact customer to inquire about why the delivery was refused. In the meantime, the carrier will attempt to return the package to Cahoot HQ.
  2. If buyer's remorse, No-fault Return. Ask the customer to initiate a return in their Amazon account and refund the order according to your published returns policy.
  3. If package damaged, please follow additional instructions for that return type.
  4. If wrong address, No-fault Return. Customer will take responsibility. Please confirm shipping address with the customer and verify accuracy in Amazon Seller Central and Cahoot. If address is accurate, notify Cahoot immediately with details for investigation. Expedite a replacement order according to customer feedback and work with Cahoot to determine the root cause.
  5. If Customer no longer lives at the address, No-fault Return. Contact the customer for an updated shipping address.
  6. If other, please follow additional instructions for that return type.

Carrier will return the package to Cahoot HQ in Bridgeport, CT unless Cahoot Admin or Seller request a package interception.

Late delivery caused by carrier or late shipment

If requested, provide documentation confirming the order shipped on time.

If Shipper was at fault, poor Cahoot Rating and Penalties will apply.
  1. Ask customer to wait a bit longer for the order to arrive.
  2. Review package tracking status and contact carrier for help locating the package.

    If waiting is not possible,

  3. Refund the buyer or expedite a replacement, if applicable. If first order is eventually delivered, consider asking for it to be returned.
  4. If shipped late, submit a Cahoot Easy Claim for investigation/resolution. We will make it right.
  5. If shipped on time, No-fault Return. Submit a carrier claim for a missed commitment.
  6. If shipped on time and delivered on time (according to carrier scans), No-fault Return, and the return may be considered fraudulent. Refund the order per your published returns policy.

UPS & FedEx will refund shipping costs for missed delivery commitments.

Order not received

If requested, provide documentation confirming the package shipped on time.

If Shipper was at fault, poor Cahoot Rating and Penalties will apply.
  1. Ask customer to wait a bit longer for the order to arrive.
  2. Review package tracking status and contact carrier for help locating the package.

    If waiting is not possible,

  3. Consider expediting a replacement order or refunding the buyer. If first order is eventually delivered, consider asking for it to be returned.
  4. If shipped late, submit a Cahoot Easy Claim for investigation/resolution. We will make it right.
  5. If shipped on time, No-fault Return. Submit a carrier claim for a missed commitment and/or for missing item cost.
  6. If shipped on time and delivered on time (according to carrier scans), No-fault Return, and the return may be considered fraudulent. Refund the order per your published returns policy. Consider contacting the carrier to confirm accuracy of the tracking events and to request documentation that the package was delivered to the correct address.

UPS & FedEx will refund shipping costs for missed delivery commitments.

Package missing contents

If requested, provide documentation confirming the order shipped with the correct contents in the package.

If Shipper was at fault, poor Cahoot Rating and Penalties will apply.
  1. Investigate customer statement to verify accuracy of claim, if available. Consider giving them the benefit of the doubt. Ask about the condition of the packaging. Could the contents have fallen out of the package during transit, or is it more likely that there was never an item in the box?
  2. Consider expediting a replacement order or refunding the buyer.
  3. If Shipper shipped an empty box, submit a Cahoot Easy Claim for investigation/resolution. We will make it right.
  4. If packaging was compromised, No-fault Return. Consider filing a claim with the carrier for the cost of the missing item.
  5. If shipped with the correct contents, the return may be considered fraudulent. Notify Cahoot immediately to add a note to the order for tracking purposes.

UPS & FedEx consider reimbursing claims for missing contents due to packages damaged while in the custody of the carrier.

Customer fraud

NA

Sometimes buyers mistakenly return a different item than the one they purchased from you. Assuming you have confirmed the return to be purposefully fraudulent, No-fault Return. Notify Cahoot immediately to add a note to the order for tracking purposes.

NA

Incorrect Return

NA

Sometimes buyers mistakenly return a different item than the one they purchased from you, or different from the one they intended to return. No-fault Return. If this happens, contact the buyer to let them know that they may have accidentally returned the wrong item. Ask them if they would like you to return the item to them, and inform them that they can return the correct item for a refund. If you determine the return is fraudulent, consider following additional instructions for the Customer Fraud return type.

NA

Customer cancelled

NA

If customer attempted to cancel an order with the Seller after it was optimized by Cahoot, Shipper's responsibility is to ship the order and Seller's responsibility is to accept a return. Ask the customer to initiate a return in their Amazon account and process the refund according to your published returns policy. Orders for Cahoot ASINs need to be Excluded from Optimization by 10:30am PT on the Earliest ShipBy Date provided by Amazon.

NA

The item arrived in excessive amount, bulk

NA

Items shipped in excessive quantity will not be returned.

NA

Bought the wrong item

NA

No-fault Return. Refund item according to your published returns policy.

NA

The item is no longer needed

NA

No-fault Return. Refund item according to your published returns policy.

NA

The customer engages in wardrobing

NA

No-fault Return. Refund item according to your published returns policy.

NA

The customer wasn't familiar with the item

NA

No-fault Return. Refund item according to your published returns policy.

NA

Gift purchase was incorrect or customer didn't want the item

NA

No-fault Return. Refund item according to your published returns policy.

NA

The customer found a better price elsewhere

NA

No-fault Return. Refund item according to your published returns policy.

NA

Pricing error

NA

No-fault Return. Refund item according to your published returns policy.

NA

Address undeliverable

NA

No-fault Return. Refund item according to Amazon Returns policy, which allows for refunding less buyer-paid shipping fee and restocking fee, if applicable.

NA

 

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