Setting Returns Preferences

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Return Types

A return is a request for Jetpack to receive and perform actions to inventory that gets sent back to our fulfillment center either by your customer or due to a delivery failure (based on what you set in your dashboard for the product’s Returns Preferences). There are two types of returns:

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Return to Sender (RTS)

A return that results from a carrier delivery failure and is sent back to Jetpack by the carrier. You will be charged a fee equivalent to the original cost of the shipping label. How RTS orders are created:

• Return orders are only automatically created in the Jetpack dashboard with a Return Type of “Return to Sender” when the original order is physically received back to a Jetpack fulfillment center and there is a RTS scan present on the carrier tracking page
• If a Jetpack fulfillment center physically receives back the original shipment it fulfilled, but the carrier tracking doesn’t have an RTS scan, then Jetpack will automatically create a return with a Return Type of “Regular” on your behalf (as long as a return order doesn’t already exist in the Jetpack dashboard)
• Once an RTS order is received, it will be restocked by default, unless a different RTS Return Action has been defined in your Jetpack dashboard (such as Dispose/Quarantine)

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Customer-Initiated Returns

A return that is sent back to Jetpack by your customer and created by you in the Jetpack dashboard. We charge a flat $3 fee for customer-initiated returns. Important requirements:

• The return must be created in your Jetpack dashboard (either manually or automatically using a supported integration) before your customer physically sends it back to our fulfillment center to ensure it is processed within our returns SLA
• Once a customer-initiated return order is received, it will be restocked by default unless a different Return Action (such as Dispose/Quarantine) has been defined in your Jetpack dashboard

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Return and Return to Sender Preferences

Every product in the Jetpack dashboard includes the following Return Preferences:

• Returns - Includes a Return Action, Backup Action, and Instructions
• Return to Sender - Includes a Return to Sender Action and a Return to Sender Backup Action

Default Settings: If you do not configure or update these settings, Jetpack will default to Restock as the primary Return Action and Dispose as the Backup Action for both Returns and Return to Sender.

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Return Preferences Options

When configuring Return and Return to Sender preferences in your Jetpack dashboard, you can choose from the following options:

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Actions NOT Performed When Processing Returns

Jetpack’s Operations team does not perform the following actions when processing returns:

• Plugging in or testing electronic devices
• Disassembling products (e.g., unscrewing, removing batteries)
• Re-kitting products within the return
  • If a kitted product is likely to be returned un-kitted, consider using the Dispose or Quarantine option
  • Example: If Products A and B are bundled together but customers do not return them in the original packaging, they are considered de-kitted. Jetpack cannot re-kit or store them with kitted products.
• Serial scanning of products
• Logging data in third-party documents (e.g., spreadsheets, external software)
• Sorting returned products by lot numbers or expiration dates
• Taking photos of returned products

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Configuring Return and Return to Sender Preferences

To set up Return and RTS preferences for your products: From the Jetpack dashboard:

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Creating Returns

Customer-initiated returns can be created in 3 ways:

1. Manually on the Orders page or Returns page in the Jetpack dashboard
2. Automatically through a Jetpack-supported returns platform integration (AfterShip or Loop)
3. Through the Jetpack API (reach out and we’ll connect you with the appropriate details)

For detailed instructions on creating return orders, see Creating a Return Order.

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Important Notes When Creating Returns

When creating a return order in the Jetpack dashboard, keep the following requirements in mind:

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Items Not Eligible for Return

The items below are not eligible to be returned to a Jetpack fulfillment center:

• Any hazardous materials (e.g., fertilizers, aerosols, batteries)
• Any food products (will be disposed of upon receipt)
• Intimate apparel, toys, or any intimacy-related goods
• Syringes or medical supplies that include testing/sample kits
• Medical supplies used for the collection of fluids
• Medicine (e.g., vitamins and supplements)

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Returns FAQs

How do I find my quarantined SKU in the Jetpack dashboard?

All quarantined products are grouped under a single inventory ID, which appears as Quarantine_CompanyName or QuarantineItem_CompanyName in your Jetpack dashboard.

1

Navigate to Products

Click Products on the left-hand navigation bar. You will be redirected to the Product Catalog.

2

Search for quarantine inventory

Input “quarantine” in the search bar. Your quarantined SKU will populate.

Can Jetpack restock products in the quarantine SKU?

No, Jetpack cannot restock inventory stored under your company’s quarantine SKU, as all quarantined units are mixed under one inventory ID.If you need these units, create a B2C or B2B order to ship them to your company or another address (e.g., for inspection or sorting by a third party). Quarantined units cannot be shipped outside the country of the fulfillment center where they are stored, as a custom invoice cannot be provided for these orders.

How can I see which products are in my quarantine SKU?

To identify products stored under your quarantine SKU, review the Last Action Taken under the Return Details section of your recent returns.

Why is my shipping label fee for my return more expensive than the original fulfillment price?

Return shipping labels are priced based on the shipping zone and carrier rates from UPS and USPS ground services only.In some cases, your return label fees might be higher than the original fulfillment cost if we cannot utilize other low-cost carriers (e.g., regional carriers).

I don't want to buy shipping labels from Jetpack. What alternatives do I have?

You can use your own label purchased from a carrier of your choice. After you have a label, we recommend uploading the tracking number of the label to the return generated in your Jetpack dashboard. Ensuring you have the correct tracking number will help us process your return faster.

Do all of Jetpack's fulfillment centers follow the same processing fee structure and return process (in different countries)?

Yes, but remember that returns must be sent to the same fulfillment center that ships your products.

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