6 tips about applying for a product return on GearBest
от Sophia Windsor 2018-02-02 14110 4
If the item that you have received has issues with size, color, quality, packaging, etc. — you can apply for an RMA (Return Merchandise Authorization). How to request an RMA? How to view your RMA status? What’s the specific RMA time frame... You will find these and other answers in the post below.
How to apply for an RMA?
Step 1 Sign into your Gearbest account.
Step 2 Select the order you want to return in "My Account" - "My Orders".
Step 3 Click "My Tickets" and navigate to the Support Center page.
Step 4 Click "Submit Ticket" to enter the application page.
Step 5 Finish the application ticket as the following a-h steps:
a. In question type, select "After-Sales Returns & Exchange".
b. Select the reason in the second box.
c. Choose the After-Sales Type you prefer: Return For Refund, or Return For Exchange.
d. Enter your order number and click "Search". Then select the item you want to return.
e. Write the subject of your ticket in the Subject line.
f. Specify your issues in the Message box. But note that the following 3 points should be included in your message:
● Please state your issues simply and clearly: what’s wrong with your item? When did the problem happen?
● Please tell us whether you have taken some measures to solve the issue and what they were.
● If the product you want to return is a phone or tablet, please tell us the IMEI code of your phone, or the SN code of your tablet.
For better demonstration of the problem, it’s a good idea to upload some pictures or videos in Attach Files. This will help GearBest Customer Service team understand your issues and provide a better solution.
To assure the quality of your pictures or videos, we suggest the following:
● The photos or videos should be clear and focused (take photos or record videos in good lighting and at a proper distance).
● Photos should illustrate the problem of the item from different angles: front, back and more.
● Don’t forget to send us a picture clearly showing the package as well as the SKU number, just like the picture below.
● Each file size must be less than 2MB. For larger attachment, you can compress them or email us at firstname.lastname@example.org (take your order number as the email subject).
● The supported file formats are: gif, jpg, jpeg, png, bmp, txt, pdf, ppt, doc, 3gp, avi, mp4, xls, xlsx, docx.
g. At the end of the tickets, please input your Full Name, Phone Number and the Captcha.
How to view my RMA status?
Once you’ve submitted your ticket at GearBest Support Center, the RMA status will show "RMA Application".
Then, the GearBest customer service staff will contact with you via the ticket system within 24 hours to verify the product’s issue and provide you with an after sales solution. You can see more details in your "GearBest account" - "My Ticket".
If you agree with the after sales solution, GearBest customer service will continue to follow up the RMA process according to your preferred RMA solution: refund, exchange, repair or compensation.
What is GearBest’s return address?
All your returns must first be authorized by GearBest customer service. Once your order is authorized, the RMA status will be updated to "Waiting For A Return". Then an RMA form containing the return address will appear online for you to return your product.
Please download and print the RMA form, and put it in your returned package.
● If you cannot print the RMA form, please add a note in the package including the product name, order number, SKU number and the return reason. (This will allow us to identify your product and contact you when we receive it). Returned items without any RMA form or note in the package will not be accepted.
Is there a deadline for sending back my return item?
Yes. Please return the item within 7 days after you have received an RMA authorization. Once you have shipped the item back to us, do not forget to enter the tracking number online and make sure it is correct before submitting. This will enable us to track the returned item.
Once you have submitted the tracking number online, the RMA status will be updated to "Waiting To Receive Your Package".
The exact shipping time of the returned product depends on the shipping methods and the return address.
Once GearBest receives and checks your returned package, the RMA status will go into " RMA Processing". Then, GearBest customer service will deal with either an exchange, refund, repair, or compensation according to what has been agreed on in the ticket.
How long will it take for the status to be updated from "RMA Processing" to "Completed"?
It depends on the RMA type agreed in the ticket:
|RMA Type||Time Frame|
|Return for refund|| 48 hours to PayPal Accounts; |
10-14 business days to Credit Card Accounts.
|Return for exchange|| 3-5 business days for the items in stock; |
7-15 business days for the items out of stock.
|Return for compensation (Points or Coupons)||1-2 business days|
|Return for repair||7-14 business days|
Now, let’s show you more details about the table.
Return for refund
After the refund has been applied, the RMA status will be updated to "Completed". The ticket will tell you about your refund details: Refund ID, Refund Amount, Refund Time.
The length of the refund time depends on the payment system you are using. Normally, it will take about 48 hours refunding to PayPal Accounts and 10-14 business days to Credit Card Accounts.
Return for exchange
Once the reshipment of the exchanged product is arranged, you will see the exchanged product tracking number and reshipment date in your RMA ticket.
The RMA status for Exchange will change from "RMA Processing" to "Completed" in 3-5 business days for the items in stock, while 7-15 business days for the items out of stock.
Return for compensation (Points or Coupon)
Once the compensation has been applied, it usually takes 1-2 business days for the Compensation RMA updated to "Completed". Then you will see the updated points or coupons in your account.
Return for repair
Once the product has been repaired, it will be sent back to you. Then your RMA status will be updated to "Completed", and you will see the tracking number of the repaired product in the ticket. Normally, this update process of RMA status needs 7-14 business days.
If your issues have been resolved via the tickets, or if you cancel your RMA application, the RMA status will display "Closed".
Will I pay for the return shipping fee?
For 7 day DOA (Dead on Arrival) situations, GearBest will reimburse you the return shipping cost, or you can choose to receive a full refund.
Note: 7 day DOA situation means your item arrives damaged or malfunctioning. If it happens to you, you can apply for an RMA within 7 days after receiving the product. Then, return the product to us, and we will send you a replacement free of charge.
Otherwise, the shipping fee for returning products will be paid by customers.
Have these 6 tips about applying for a product return on GearBest helped you? If you have any other issues, please don’t hesitate to submit a ticket at GearBest Support Center.
|You may also want to read:|
|GearBest customer service guide: choose the best way to solve your issues|
|GearBest shipping memo: save money on delivery by choosing the best option|
|20 things you need to know when shopping on GearBest|
2017-04-26от GB Blog Official
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