What is being returned?

ReturnBear must receive detailed information about returning inventory to process and accept it. Without these details, no returns can be received at any ReturnBear locations or warehouses.

To provide the necessary information, utilize the Create Return Case API endpoint. This endpoint allows submission of return case data, which is crucial for ReturnBear to manage incoming returns effectively.

For Return Merchandise Authorization (RMA) solutions or Return Portal applications

For those integrating with ReturnBear and providing their own consumer return initiation, it is advised to initiate a Return Case via the Create a Return Case API once the consumer selects return items. This action is recommended prior to displaying return methods, though it can occur before or after return inventory approval per merchant return policies.

Return methods

ReturnBear facilitates consumer returns through several channels.

Return Point Drop-off: Upon immediate verification that the returned items meet the approved return case, consumers receive instant payouts, including refunds, exchanges, store credit, or gift cards.

Courier Drop-off: Consumers who choose to ship their returns by courier (shipping labels provided by ReturnBear) will have their returned items verified for payout when it arrives at a ReturnBear hub.

Note: Expect additional return options in select areas soon. Merchants and Partners will be notified of new methods upon availability.

To display the correct return methods in your initiation process, submit Create a Return Case details. ReturnBear determines the available options based on the type of returning items and merchant services. Retrieve available return methods with Get all return methods for a return. When a customer selects a return method, submit it using Select a return method for a return.

Verified returns

ReturnBear provides a verification service to merchants, confirming if returned items meet the criteria approved for a return. This protects merchants from issuing payouts (refunds, exchanges, store credit, or gift cards) when returned items deviate from the authorized return case.

Upon completion of item verification, ReturnBear issues a return/verification_passed or return/verification_failed event via the Returns webhook events. This enables third-party platforms or applications managing merchant payout rules to decide whether payouts are warranted.

For example, a consumer returns two items approved by the merchant, contingent upon the items being in "like new" condition. If, during ReturnBear's verification, one item is found damaged, a return/verification_failed event is generated, indicating the return did not meet expectations. Each item's verification_summary includes a verification_result and may have photos/notes. In such cases, payout should be withheld until the merchant provides a resolution regarding the damaged item. The merchant must decide whether to deny payout for the damaged item.

Verification pass/fail scenarios

Single item returned

Status	verification_result	Expected payout behaviour
PASSED	ITEM_LIKE_NEW	Release payout
FAILED	ITEM_DAMAGED	Hold payout until merchant provides resolution
FAILED	ITEM_NOT_RECEIVED	Do not payout, remove item from return case, consumer can initiate a new return case

Multiple items returned

Status	Item A verification_result	Item B verification_result	Expected payout behaviour
PASSED	ITEM_LIKE_NEW	ITEM_LIKE_NEW	Release payout for the return case
FAILED	ITEM_DAMAGED	ITEM_LIKE_NEW	Hold payout on return case until merchant provides resolution
FAILED	ITEM_NOT_RECEIVED	ITEM_LIKE_NEW	Payout for only ITEM B, remove ITEM A from return case, consumer can initiate a new return case for ITEM A

Handling failed verification

Damaged items

When a returned item is confirmed as ITEM_DAMAGED, ReturnBear will inform the merchant of the exception.

Drop-off location (Return Points) returns
For returns dropped off at ReturnBear's verified locations (Return Points), if an item is identified as ITEM_DAMAGED, both the consumer and the merchant will be notified within 10-20 minutes. The item(s) identified as damage will be reconfirmed upon arrival at a ReturnBear hub (within 7-10 days). At the hub, photographs and detailed notes will be provided to explain the damage. ReturnBear suggests merchants delay payout until the second verification, but they can choose to resolve the case sooner.

Courier shipped returns
For returns sent via courier to a ReturnBear hub, notification will be sent to the consumer and merchant if an item is classified as ITEM_DAMAGED. This notification will include photos and notes, and the return case can be held pending merchant resolution.

Resolving damaged return cases
Merchants must address return cases with exceptions by logging into the ReturnBear admin. Options include authorizing payout for the damaged item or returning it to the customer.
If payout is managed through your platform or application, use the remittance_decision to determine payout timing based on the case statuses.

remittance_decision	Description
PENDING	Indicates that the return case items have not been verified or the exception has not be resolved by the merchant
REMIT	Item can be paid out
DO_NOT_REMIT	Do not payout for item

Under ReturnBear's terms of service, merchants must provide a resolution within 15 days for damaged items; failing this, the items will be returned to the consumer.

Items not returned

When ITEM_NOT_RECEIVED can be paid out

Item Status	Remittance	Expected payout behaviour
Item A - `ITEM_LIKE_NEW`, Item B - `ITEM_NOT_RECEIVED`	Item A - `REMIT`, Item B - `DO_NOT_REMIT`	Payout for Item A but not Item B
Item A - `ITEM_DAMAGED`, Item B - `ITEM_NOT_RECEIVED`	Item A - `PENDING`, Item B - `PENDING`	Hold payout until merchant provides resolution on Item A

When a return is processed that contains no damaged items, ReturnBear provides immediate remittance_decision for all items associated with that return, even if some items were not sent back by the consumer. This ensures a swift resolution for the merchant without requiring any manual review. But when items are verified damaged and items were also not required, ReturnBear does not provide remittance_decision until the merchant resolves the items that were verified damaged.

Undeclared items received

undeclared items in a verification event signify that ReturnBear has received extra items with a return that the merchant did not authorize or anticipate within the original return case. To illustrate, if a customer returns three items, yet the case only lists two for verification, this situation is marked as including undeclared items.

Undeclared item scenarios

Reasons	Resolution options
Consumer did not include the item when requesting the RMA	Merchant can create a new return case for the item and issue payout based on verification result
Unknown item that does not belong to the merchant	Merchant can send item(s) back to the consumer or ask ReturnBear to donate

Undeclared items are verified

All undeclared items undergo verification and receive the same status and verification result. Upon creation of a new return case for these items, the merchant gains the ability to decide on payout eligibility.

Note: For resolution of undeclared items, merchants must contact ReturnBear's support team for assistance.

Sequence Diagram