# Returns & refunds

Source: https://handboek.snelparts.com/en/returns-and-refunds.md

> How we receive, assess, book back and financially process returns without errors.

This page describes how we handle a return from start to finish: receiving, assessing, booking back and refunding. The principle is **financially error-free**: no double refunds, a correct VAT calculation and no mistakes.

> [!NOTE]
> The financial processing of returns sits with the Warehouse Manager. This page
>   is based on our role agreements (see [Organizational
>   structure](https://handboek.snelparts.com/en/organizational-structure.md)); align the exact on-screen steps in
>   Picqer, Sendcloud and the webshop with the Warehouse Manager, and expand this
>   page where practice differs.

## The five steps

1. **Receive the return** — parcel in, link it to the right order.
2. **Inspect & assess** — determine the condition of the product.
3. **Decide** — back into stock, reject, or partial.
4. **Refund** — calculate the amount and process it.
5. **Close out** — close the order and inform the customer.

## Step 1: Receive the return

A return comes in via a return label (Sendcloud) or as an unlinked parcel. Always look up the **original order** first via the order number and link the parcel to it. A return without a linked order may not be processed further — report this to the Warehouse Manager.

## Step 2: Inspect & assess

Assess the returned product:

- Is it **complete** — all parts, accessories and any manual present?
- Is it **unused and undamaged**, in the original packaging?
- Does it **actually match** what was ordered and shipped?

Record the condition (with photos in case of doubt or damage).

## Step 3: Decide

| Condition of the product             | Decision                                                                   |
| ------------------------------------ | -------------------------------------------------------------------------- |
| Complete, unused, resellable         | Book back into stock; full refund.                                         |
| Minor defects / missing part         | Partial refund, in consultation with the Warehouse Manager.                |
| Used, damaged or not resellable      | Not back into stock; the return can be refused or only partially credited. |
| Wrong or unexpected product returned | Do not process — align with the Warehouse Manager first.                   |

## Step 4: Refund

Calculate the refund amount carefully:

- Base it on the **price actually paid** for the returned items.
- Include the **VAT correctly** — this is a common source of errors.
- Determine whether **shipping costs** are refunded or not, according to our return policy.
- Process the refund **once**. Check that no (partial) refund has already been made — double refunds must be prevented at all times.

## Step 5: Close out

- Book the product back into stock (if resellable) and close the return in the system.
- Inform the customer briefly and clearly: what was received, which amount was refunded and when.
- Does an item come back structurally, or is it often confused with another item? Pass this on to the Product Manager — they improve the online content to prevent future returns.

> [!NOTE]
> Unsure about the condition, the amount or the policy? Don't process the return
>   on gut feeling. Put the case to the Warehouse Manager — an incorrect refund
>   costs more time to fix than to prevent.