Common questions about handling customer returns, RTS shipments, filing claims for lost or damaged packages, and understanding insurance and reimbursement policies.
Returns FAQs
What's the difference between RTS and customer-initiated returns?
What's the difference between RTS and customer-initiated returns?
RTS (Return to Sender) orders are automatically created when a carrier cannot deliver a package and returns it to the fulfillment center. Customer-initiated returns must be created manually in the dashboard before the customer ships the product back. RTS orders are charged the cost of the original shipping label, while customer returns have a flat $3 processing fee. Learn more about return types.
Do I need to create a return order before the customer ships the product back?
Do I need to create a return order before the customer ships the product back?
Yes, for customer-initiated returns, you must create the return order in the Jetpack dashboard before the customer sends the product back. The RMA number from the return order must be written on the outer packaging, or the return may be disposed of. See creating a return order for details.
What is an RMA and why is it required?
What is an RMA and why is it required?
An RMA (Return Merchandise Authorization) is a unique reference ID (minimum 8 characters) that must be written on the outer packaging of returned products. Without a visible RMA on the package, the return order may be disposed of and Jetpack is not liable for such losses. Learn more about RMA requirements.
What are the three return action options?
What are the three return action options?
You can configure three return actions for products: Restock (inspect and return to inventory), Dispose (permanently discard), or Quarantine (store separately for later sorting or removal). Each product can have different Return Actions for customer returns and RTS returns, plus a Backup Action if the primary action cannot be completed. Configure these in setting returns preferences.
How do I find my quarantined SKU in the Jetpack dashboard?
How do I find my quarantined SKU in the Jetpack dashboard?
All quarantined products are grouped under a single inventory ID, which appears as Quarantine_CompanyName or QuarantineItem_CompanyName in your Jetpack dashboard. Click Products on the left-hand navigation bar, then search for “quarantine” in the Product Catalog search bar to locate your quarantined SKU. See more about quarantine preferences.
Can Jetpack restock products in the quarantine SKU?
Can Jetpack restock products in the quarantine SKU?
No, Jetpack cannot restock inventory stored under your company’s quarantine SKU, as all quarantined units are mixed under one inventory ID. If you need these units, create a B2C or B2B order to ship them to your company or another address. Quarantined units cannot be shipped outside the country of the fulfillment center where they are stored. Learn more about quarantine handling.
How can I see which products are in my quarantine SKU?
How can I see which products are in my quarantine SKU?
To identify products stored under your quarantine SKU, review the Last Action Taken under the Return Details section of your recent returns. This shows which products were quarantined and when. Track your returns on the returns tracking page.
Can Jetpack restock lot products that are returned?
Can Jetpack restock lot products that are returned?
Jetpack verifies lot numbers and expiration dates but does not support restocking based on specific lot numbers. For customer-returned lot products, consider using Quarantine or Dispose as the Return Action. RTS returns of lot products can use Restock, Quarantine, or Dispose. Learn more about restocking lot products.
What inspection actions can Jetpack NOT perform during returns processing?
What inspection actions can Jetpack NOT perform during returns processing?
Jetpack cannot plug in or test electronic devices, disassemble products, re-kit un-kitted items, scan serial numbers, log data in external documents, sort by lot numbers, or take standard product photos (lot information photos are an exception). If your inspection instructions require these actions, the Backup Action will be applied instead. See the complete list of unsupported actions.
How long does it take to process a return?
How long does it take to process a return?
Returns are processed within 10 business days of delivery to the Jetpack fulfillment center. You can track the status of your return through the Returns page in your dashboard. Review the complete returns processing timeline.
Can I purchase return labels for DG/Hazmat products?
Can I purchase return labels for DG/Hazmat products?
No, purchasing return labels through Jetpack for DG/Hazmat products is not currently supported. You must use the prepaid label option where you provide a carrier-purchased label to the customer. Learn more about DG/Hazmat return restrictions.
Claims FAQs
What is Jetpack's maximum liability for lost or damaged shipments?
What is Jetpack's maximum liability for lost or damaged shipments?
Jetpack’s liability shall not exceed the lesser of USD 5,000 per parcel) or freight insurance. Review liability limits and insurance options.
When can I file a claim for a lost shipment?
When can I file a claim for a lost shipment?
For domestic shipments, you can file after 15 days from the last tracking update (within 45 days deadline). For international shipments, wait 20 days from the last tracking update (within 50 days deadline). Claims submitted outside these windows will not be eligible for processing. See complete lost shipment claim timelines.
When can I file a claim for a damaged shipment?
When can I file a claim for a damaged shipment?
You can file a damaged in transit claim as soon as your customer notifies you of damage. All damaged claims must be submitted within 30 days of the delivery date (per carrier tracking) or the claim will be denied. File your claim in Jetpack Pro, or reach out to your Jetpack Care Manager to submit one.
What documentation do I need to file a damage claim?
What documentation do I need to file a damage claim?
You need a retail invoice for the affected order, a screenshot of customer communication confirming damage, and photos depicting all damages to both the product and packaging. For Amazon Shipping orders, you must also provide proof of refund or replacement to the customer. See damage claim requirements.
What does the no carrier tracking policy cover?
What does the no carrier tracking policy cover?
If an order has no initial carrier tracking scan and the estimated delivery date (EDD) has been breached, Jetpack can reimburse your account for the original fulfillment cost only (not product value). This must be requested within 30 days of the shipment’s EDD. Once reimbursed under this policy, the shipment no longer qualifies for a lost in transit claim. Learn more about no carrier tracking reimbursement.
Why does Jetpack require me to manually request reimbursements for lost orders?
Why does Jetpack require me to manually request reimbursements for lost orders?
Jetpack often sees carriers miss tracking scans, which could result in issuing credit for shipments that were actually delivered to the customer. To avoid reimbursing for packages that were delivered, Jetpack requires you to submit reimbursement requests manually after reviewing the tracking status. See the explanation in parcel claim policies.
What are some reasons I might be prevented from submitting a lost in transit claim?
What are some reasons I might be prevented from submitting a lost in transit claim?
Common reasons include: filing too early (before 15/20 days since last tracking), filing too late (after 45/50 day deadline), the shipment was already reimbursed via no carrier tracking policy, the order was shipped using prepaid labels, or the order shows as delivered without proof of misdelivery. Review all claim eligibility requirements.
How will I learn the outcome of my claim submission?
How will I learn the outcome of my claim submission?
For automated claims, you’ll receive an email with the outcome and a credit to your account within 1-2 minutes if approved. For manual claims requiring review, the dedicated claims team will email you updates within 3-5 business days. Credits appear on your Billing Overview page. Learn about claim processing.
What are some reasons that would cause my lost in transit claim to be denied?
What are some reasons that would cause my lost in transit claim to be denied?
Claims are denied if the order shows as delivered on carrier tracking, if an international order has arrived in its destination country, if the order is marked as Returned to Sender (unless insured), or if the claim is filed outside the required timeframes. See all common denial reasons.
My customer's order was delivered, but there was a misdelivery. Can I still file a claim?
My customer's order was delivered, but there was a misdelivery. Can I still file a claim?
Yes, but you must email Jetpack Care with the Shipment ID and proof of misdelivery (carrier confirmation, delivery scan with wrong zip/postal code, or photos showing the package in a disposal bin). Misdelivery claims must be submitted within 30 days of the delivery date. Learn about misdelivery claims.
Insurance FAQs
How much does parcel insurance cost?
How much does parcel insurance cost?
Parcel insurance costs 1.875% of the insured value plus the shipment’s fulfillment cost. The maximum coverage is 300 USD or more, signature upon delivery is automatically required. Insurance is provided via a policy issued by Cabrella Parcel Insurance. Learn more about adding insurance.
What is courtesy coverage and when does it apply?
What is courtesy coverage and when does it apply?
Jetpack automatically provides courtesy coverage of up to 500 USD manufacturing value. However, purchasing additional insurance voids this courtesy coverage. Review insurance options.
Can I add insurance to prepaid shipments?
Can I add insurance to prepaid shipments?
No, insurance cannot be procured for prepaid parcel shipments. Any insurance values added to these orders will be considered void. For prepaid shipments, contact the carrier directly for insurance options. See insurance limitations.
How does insurance work for split orders?
How does insurance work for split orders?
If an order is split into multiple packages, the total insurance amount applies across all packages for B2C and B2B orders. However, the maximum coverage per individual parcel is 20,000 that splits into 4 parcels, each parcel is insured for up to $5,000. Learn about split order coverage.
Does Jetpack cover damage to my inventory while it's stored in the fulfillment center?
Does Jetpack cover damage to my inventory while it's stored in the fulfillment center?
Jetpack’s Terms of Service (Sections 13 and 16.7) contain liability limitations and exclusions for merchandise in storage, including Acts of God (fires, floods, pandemics). Securing your own first-party property insurance is strongly recommended to protect your stored inventory investment. Learn more about insuring your inventory.
What is the reimbursement calculation for claims?
What is the reimbursement calculation for claims?
Reimbursement is based on the retail value of specific products confirmed lost or damaged (not the entire order). The refund is limited to the order value at the time it was fulfilled, accounting for customer discounts. Original shipping costs and reshipment costs are not reimbursed. See reimbursement policies.
Freight Claims FAQs
What is the courtesy coverage for freight shipments?
What is the courtesy coverage for freight shipments?
Jetpack reimburses validated freight claims up to 500, additional insurance is strongly recommended. Learn about freight claims.
What do I need to document at delivery to file a freight damage claim?
What do I need to document at delivery to file a freight damage claim?
You must clearly note any damage or shortages on the Proof of Delivery (POD) document at the time of delivery, ensure the driver signs acknowledging the damage, and never sign as “Subject to Inspection.” Take clear photos showing product damage (packaging damage alone is insufficient). Damage claims must be submitted within 4 business days of delivery. See freight claim documentation.
How long does it take to process freight claims?
How long does it take to process freight claims?
Freight forwarders have up to 30 business days to acknowledge and investigate claims, and up to 120 business days to complete the claim and provide reimbursement if validated. These timelines are set by freight forwarder regulations and apply industry-wide. Review freight claim processing timelines.
Let’s Dive Deeper
Returns Resources
- Our Approach to Returns - Complete returns overview and workflow
- Setting Returns Preferences - Configure restock, dispose, and quarantine options
- Creating a Return Order - Submit returns manually, via integration, or API
- Tracking Return Orders - Monitor return progress and status
- Restocking Your Products - How returned products are inspected and restocked
- Return Policies - Return fees, timelines, and SLAs
Claims Resources
- Claims and Insurance Overview - Complete guide to protection and claims
- Parcel Claim Policies - Eligibility, timelines, and documentation
- Submitting Claims - How to file a claim and what to expect
- Adding Insurance to Orders - Protect shipments with insurance
- Freight Claims - Freight claim policies and procedures
- Insuring Your Inventory - Protect stored merchandise
- Loss, Damage, and Claims - Complete claims policies and limits