Processing A Return or Exchange

Return and Exchange requests (RMAs) are just one of those things that come with selling goods online.

It's very important that you have a clear and concise Shipping & Returns Policy before beginning to sell on Genny. Need tips? Check out our article, "Crafting Clear & Kind Return Policies (With Examples!)". 

How Return & Exchange Requests Work

1. A Customer can request a Return or Exchange by logging into their Genny Account and using our built-in Return Request functionality.
   
   
   
   
   
2. If we receive a Return Request for any order of yours or an item in an order, we will raise a RMA request via the Genny Shopkeep Dashboard, and you will receive an email notifying you.
   
   
3. To view the request, login to your Genny Shopkeep Dashboard > My Orders > Returns and Exchanges and view the RMA Request.
   
   
4. You will Accept or Decline the request based on your Shipping & Returns Policy stated on your Shop and product pages.
   

• If you DECLINE a Request: You will notify us via the Genny RMA Request. Please provide a detailed explanation of why the request has been Declined. This information will be passed along to the customer.
  
  
• If you ACCEPT a RETURN Request: You will notify us via the Genny RMA Request. You will reach out and communicate directly with the Customer to arrange the Return outside of Genny. Genny does not pay for return shipping labels or this associated expense.
  
  
• If you ACCEPT an EXCHANGE Request: You will notify us via the Genny RMA Request. You will reach out and communicate directly with the Customer to arrange the Exchange outside of Genny. Genny does not pay for return shipping labels or this associated expense.
  
  
• If you ACCEPT a REFUND Request: You will notify us via the Genny RMA Request. The Refund will then be processed by the Genny team. The Refund will be deducted from your Commissions.