Who decides whether a returned item is resalable?

The assessment takes place in the warehouse, but you set the criteria. You decide when an item is ready for resale and when it isn't; the warehouse follows those instructions for every return, in the same way.

Why You Make That Choice

What is acceptable varies greatly depending on the product line. A book with a dog-ear can often simply be put back on the shelf. An opened personal care product cannot. A piece of clothing with the tag removed falls somewhere in between, and that’s a commercial decision you make—not a logistical one.

What is usually considered

• Is the seal or packaging still unopened?
• Is everything included: parts, cards, manual, free extras?
• Are there any signs of wear or damage?
• Does the item match what was shipped according to the order?
• Is the expiration date still far enough away?

Make your instructions specific

“In good condition” isn’t a clear enough instruction for anyone to follow. “Seal intact; otherwise, return to the customer” is. The more specific you are in your instructions, the fewer borderline cases you’ll have to deal with, and the more consistently your customers will be treated.

If it varies by product group, specify that for each group. That’s more precise than having a single rule for your entire product line.

Doubtful Cases

There will always be a category not covered by the instructions, and then the question is what happens to unsellable returns. Agree in advance on what to do in such cases: set them aside and bring them to your attention, or follow a set procedure. Without that agreement, borderline cases will remain unresolved, and that’s exactly what you don’t want.

The review and your refund

The inventory check in the warehouse is about stock, not money. Whether and when you issue a refund to a customer is up to you and is handled through your own online store. However, it’s practical for the two to be synchronized so you don’t issue a refund for something that never arrived.

Look at the patterns

If the same item keeps coming back with surprising frequency, it’s rarely a coincidence. A size that doesn’t match, a photo that’s too good to be true, or a description that promises something else. Your return data is therefore also product information—not just logistics.

Review your rules from time to time

Your product line changes, and with it, what is considered reasonable. A policy you established two years ago may now be too strict or, conversely, too lenient. Review it once a year, preferably along with the data on what has been rejected.