Returning unsellable or restricted items to Shopify Fulfillment Network
When returns arrive at a Shopify Fulfillment Network (SFN) fulfillment center, SFN personnel inspect the products to determine whether they are in a sellable condition. A product is considered unsellable based on the following criteria:
SFN personnel use different criteria to determine if a product is unsellable based on the product type and material. The returned item will be inspected either as a closed box inspection or item inspection.
Closed Box inspection
When a returned item arrives and appears to be in the original packaging in a box or closed container it will receive a closed box inspection. Closed box inspection involves:
Basic inspection for damages to exterior packaging to ensure the product does not appear used.
Basic check for accessories and components that are required. The team will use their best judgment based on product image and/or product description in determining whether all components are present. If the team is unable to confirm all components are available, the item will be disposed.
Check to see if box seals/stickers have been removed
Check to see if an item is unidentifiable (does not match the return order details + no visible barcode on the item) it will be disposed of.
Item inspection:
When a returned item arrives in a polybag or not in a sealed container it will receive an item inspection. An item inspection involves:
Basic check to see if SKU barcode is present.
Basic check to see if poly-bagging is present and appropriate (if applicable)
Check to see if box seals/stickers on SKUs have been removed
Check to see for any visible damages, dirt, dust
Check for non-sellable depending on product type (see below)
Restricted return item, this is not eligible for rework
Hats
Missing or worn snaps
Missing or worn patches or embroidery
Ripped seams or hems
Tears
Stains
Odor
Labeling
Folding, if applicable
Polybagging, if applicable
Shoes
Missing dunnage in shoe or shoe box
Damaged shoe laces
Dirty shoes
Missing label
Damaged shoe box
Excessively worn treads
Odor
Labeling
Light wiping
Simple reboxing to original boxing
Tissue paper or dunnage replacement
Gloves
Worn
Stained
Incomplete set
Odor
Labeling
Folding, if applicable
Polybagging, if applicable
Pet apparel
Odor
Tags removed
Ripped seams or hems
Tears
Stains
Residual pet fur left on product
Labeling
Folding
Polybagging
Fashion accessory products
Criteria for unsellable fashion accessory products
Accessory type
Unsellable condition
Rework Services
Handbags
Missing label
Missing strap
Ripped seams or hems
Tears
Stains
Worn
Scratches
Missing branding
Missing or damaged custom packaging
Missing components
Labeling
Light wiping
Simple reboxing to original boxing
Tissue paper or dunnage replacement
Jewelry
Missing parts
Missing label or tag
Broken clasps
Missing or damaged custom packaging
Dirty or blemished metals
Labeling
Polybagging
Piercing jewelry
Opened packaging
Restricted return item, this is not eligible for rework
Watches
Missing parts
Missing label or tag
Scratches
Missing or damaged custom packaging
Labeling
Glasses
Scratches
Bent or damaged
Missing label or tag
Missing accessories
Missing or damaged custom packaging
Labeling
Health and beauty products
Criteria for unsellable health and beauty products
Health and beauty product type
Unsellable condition
Rework Services
Cosmetics and skin care
Unsealed or opened
Missing or damaged custom packaging
Labeling
Electronics products
Criteria for unsellable electronics products
Electronics type
Unsellable condition
Rework Services
Home appliance
Damaged or compromised packaging
Missing components
Damage to product
Labeling
No testing or charging offering
Computer equipment
Damaged or compromised packaging
Missing components
Damage to product
Labeling
No testing or charging offering
Headphones
Damaged or compromised packaging
Missing components
Signs of use
Labeling
No testing or charging offering
Toys
Damaged or compromised packaging
Missing components
Labeling
No testing or charging offering
Home goods products
Criteria for unsellable home goods products
Home goods type
Unsellable condition
Rework services
Kitchenware
Damaged or compromised packaging
Missing components
Damage to product
Labeling
Furniture
Damaged or compromised packaging
Missing components
Damage to product
Labeling
Light cleaning
Bedding
Damaged or compromised packaging
Missing components
Dirty
Stains
Odor
Labeling
Light cleaning
Books
Damaged pages or binding
Labeling
Tools
Damaged or compromised packaging
Missing components
Damage to product
Labeling
Consumables
Criteria for consumables
Consumable product type
Unsellable condition
Rework Services
Food
Product is non-restockable
Restricted return item, this is not eligible for rework
Pharmaceuticals/Supplements
Damaged packaging
Missing literature (if applicable)
Unsealed
Expired
Labeling
Beverages
Product is non-restockable
Labeling
Restocking rules for restricted products
For health and safety reasons, some products can only be restocked at SFN fulfillment centers if they are in unopened, brand new condition. If restricted products are returned in an opened or used condition, then these products are disposed of during inspection.
Restricted products include the following categories.
Restricted products for returns to SFN
Category of restricted items
Example products
Health and beauty
Skin care, cosmetics
Intimates
Underwear, bras, lingerie, swimwear
Medical devices
Piercing jewelry, menstrual cups
Consumables
Nutritional supplements, teas
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