Instructions: Return and exchange

Returns and barter are an integral accompaniment to trade. Gorilla Warehouse handles the receipt of returned goods and handles exchanges for its customers.

This article is for information for gorilla customers on how returns and exchanges can be made. Hopefully we'll be able to answer most of the questions below, but otherwise don't hesitate to drop us a line ❤️

Return:
Gorilla Warehouse receives returned goods on behalf of its customer and informs the store representative of the receipt. The warehouse returns returned items to inventory or disposes of them, by arrangement or relevant.

Exchange of goods:
Barter is virtually unknown to many of our customers but very common to others. For example, the proportion of barter is often around 20-30% of orders placed by stores selling clothing where sizes and personal tastes are affected.

The simplest is not to simply allow barter – but to encourage customers who want to replace a product to simply place a new order for the goods they want to switch to and return what is not suitable. This is the model used by most of the world's largest online stores.

But here's a way we've gone to be able to do barter, if shoppers want to offer that possibility;

Certain conditions are set so that these tasks can be carried out reliably:

• All items are bar coded.
• The customer/store understands that sending VV to the warehouse is not available until they have received an e-mail notification that an order is ready for shipment. We don't arrange a replacement.
• We recommend that shoppers set up an information page on their website explaining how returns & exchanges are made by the company in question. This makes it easier for stores to communicate with customers and it is good that customers can familiarize themselves with these issues.

Examples illustrating barter procedures
→ This is the most common way our customers use today:

1. A customer orders a size pair of pants but realizes he needs a size Medium.
2. A customer contacts the store and asks to switch to a new size.
3. A store explains its return terms (for example, goods must be unused, in their original packaging, and so on) – if everything is good, proceed with the exchange.
4. A store creates a new order in the Gorilla warehouse system for a new item. You create an order in the customer's name, with a new item (trousers in Medium) and select 'Get Order in Warehouse'.
5. Next, a store explains to its customer that they will receive an e-mail notification from the warehouse when a new order is ready for shipment and then they can show up at the warehouse to return and pick up their new product.
6. Gorilla Warehouse will handle a new order. When you have received a notification that an order is ready for delivery, the customer can come to the warehouse to return their original product and in the process pick up a new order that includes pants of the right size 🥳
7. Finally, the warehouse sends a notification to the store confirming that the customer (Jón Jónsson) has returned the item (pants in Small) and that the item has been brought back to inventory.

Note.

A. You can also do this without VV coming to the warehouse, for example for rural parties. Then customers have to ship a returned item to the warehouse, and the warehouse sends a new item to the customer. This is also simple but requires payment for shipping.

B. We recommend that stores set up information pages/return pages on their website explaining how returns & exchanges are made by the respective store. These processes can vary depending on each company's products and workflows, but here are examples of return pages at several random stores of different size and type:

Links to information pages:

Skilgreindu línuna: https://www.definethelinesport.com/pages/sending-og-skil

Gina Tricot: https://ginatricot.is/pages/algengar-spurningar

Boozt: https://www.boozt.com/is/is/customer-service/return-refund/hvernig-skila-eg

Wagtail: https://wagtail.is/policies/refund-polic