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This document explains how to use the return service on SmartShip.
1. About the Return Service
The return service allows buyers to have their received products picked up and shipped to the TracX Logis Center or register already returned products in SmartShip for management.
1.1 Return Service and Fees
Additional costs may be incurred depending on how the returned goods are processed upon arrival at the center. Available services and fees vary by country, so please refer to the information below.
Currently, return fees are charged at the Japan TracX Logis Center. Fees will also be introduced in Singapore and Korea in the future.
1.1.1 [Japan] TracX Logis Center
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Services and Fees
Service | Description | Fee (Per Item) |
Return Pickup | Picks up the returned product from the buyer and ships it to the TracX Logis Center. | Pickup fee charged by courier |
Return Product Check-in | The returned product is checked into the TracX Logis Center. | 50 JPY |
Disposal | The returned product is disposed of upon arrival at the center. | 100 JPY |
Ship to Another Address | The returned product is shipped to another address. | Shipping fee varies by destination |
Restocking | The returned product is restocked as a fulfillment product.
(Only applicable for fulfillment products) | Inquiry required |
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Storage Guidelines and Fees
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Free storage for up to 10 days; from the 11th day, 50 JPY per day will be charged.
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Maximum storage period is 30 days, after which the item is automatically disposed of, and both storage and disposal fees will apply.
1.1.2 [Korea/Singapore] TracX Logis Center
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Services and Fees
Service | Description | Fee |
Return Pickup | Picks up the returned product from the buyer and ships it to the TracX Logis Center. | Pickup fee charged by courier |
Disposal | The returned product is disposed of upon arrival at the center. | - |
Ship to Another Address | The returned product is shipped to another address. | Shipping fee varies by destination |
Detailed Inspection | The returned product is inspected upon arrival. | - |
Restocking | The returned product is restocked as a fulfillment product. (Only applicable for fulfillment products) | Inquiry required |
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Storage Guidelines and Fees
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Maximum storage period is 30 days, after which the item is automatically disposed of.
2. Registering a Return Order
Order > Return Order > Request Return
2.1 Selecting a Return Method
When customers request a return, SmartShip allows them to request a pickup or register an already dispatched return.
2.1.1 Requesting a Return Pickup
Select this option when a customer requests pickup of return goods.
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Choose the [Request Return Pickup] option.
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A courier will visit the buyer to collect the return shipment.
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The return shipment must be properly packed in a box before pickup.
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Return pickup is only available in Singapore and Japan.
2.1.2 When the Buyer Has Already Shipped the Return
Select this option if the buyer has already sent back the return shipment.
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Choose the [I Already Have a Tracking Number] option.
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Register the tracking number so the TX Center can process the return.
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If sent via cash-on-delivery, the shipping fee will be charged via TxMoney.
2.2 Entering Return Information
Order information must be entered to register a return. If the return is linked to an original order shipped via SmartShip, the quick search function can be used to automatically fill in the basic details.
2.2.1 Searching for the Order to be Returned
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Click the [Search] button to select the order to be returned.
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The system will automatically input essential return details from the selected order.
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Auto-filled details: Return country / Pickup courier / Return pickup location / Return item details
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If an order is not selected, all information must be entered manually.
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[For Pickup Requests Only] Enter the address where the return package will be received. You can return it to the designated TracX Logis Center or select a location from your address book.
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All return pickups are routed through the TracX Logis Center. Even if the center is not explicitly chosen, collection and storage will occur at the warehouse.
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If returned to a Traxlogis warehouse, SKUs will either be shelved as inventory or stored for up to 30 days, after which they will be disposed of.
Contact an administrator before disposal if you need to retrieve the returned item.
3. Managing Return Orders
Once a return order is registered in SmartShip, the returned goods will be processed at the TracX Logis Center based on the seller’s instructions. The return order status can be checked, and appropriate actions can be taken as needed.
Order > Return Order > Return Order Management
3.1 Processing Methods Based on Return Order Status
Return orders go through multiple status stages. Different actions are available for each status, so refer to the table below to process them accordingly.
Return Status | Description | Available Actions |
In Transit to Center | The return shipment is being delivered to the center. | Cancel |
Return Check-in Completed | The return shipment has arrived at the center and is awaiting the seller’s instructions. If no action is taken within 30 days, the item will be disposed of. | Ship to Another Address, Dispose, Request Detailed Inspection |
Inspection Requested | The return has been requested for detailed inspection. Available in certain countries only. | - |
Inspection Completed | The return has been inspected and is now awaiting further instructions. If no action is taken within 30 days, the item will be disposed of. | Ship to Another Address, Dispose, Restock (Fulfillment Only) |
Shipped to Another Address | The return has been requested for shipment to another address. | - |
Disposal | The return has been requested for disposal. | - |
Fulfillment Processing | The return has been requested for inventory processing or disposal. | - |
Return Processing Completed | The requested action has been completed. | - |
3.1.1 Requesting Inspection
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Available for non-fulfillment goods.
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Only available in certain countries.
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The inspection status progresses from Under Inspection → Inspection Completed.
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After inspection, a processing method must be selected again.
3.1.2 Requesting Shipment to Another Address
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The return can be shipped to the seller’s address or another recipient’s address.
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Shipping fees apply and vary by country and region.
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If the package needs repacking, additional fees may apply. (Available in certain countries only.)
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Once shipping has started, cancellation is not possible.
3.1.3 Requesting Disposal
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The return can be disposed of upon request.
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Once requested, disposal cannot be canceled, and disposed items cannot be recovered.
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Additional fees may apply.
3.1.4 Requesting Fulfillment Processing
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Only possible if the original order’s TracX Logis Center matches the return’s receiving center.
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Some items can be disposed of, while others can be restocked.
Order > Return Order > Register Return Order