During the Onboarding process, your Account Manager will go over the Atomix Returns process with you and create a SOP specific to your brand, with instructions for restocking, and disposing of inventory, and inspections process and fees.
If you haven't already, kindly complete our standard operating procedure form for returns, which is available here.
While your SOP will be unique, Atomix has a standard set of guidelines that all partners must adhere to. Read more about our requirements below!
Submitting Returns
You can submit customer returns in two easy steps through the Atomix Platform:
First, you’ll initiate the Return in the Atomix Dashboard (This will notify our team it is heading to us). You’ll do this by:
Selecting the Order Number
Selecting the Items being Returned
Choose expected outcome of return
Submit tracking info (required if Atomix is not sending return label)
Sending Your Customer the Return Label
Atomix sends customer return label:
All you have to do is check the "Atomix Send Label to Customer" box on the return submission page and your Returns Manager will take care of the rest!
Use your own return label:
If you provide the customer with a return label or they generate their own, it is required that the tracking number is submitted when you create the return.
Returns Timeline
The timeline of your customer's returns depends on several factors. If the return properly created in the Atomix App, it takes five business days from arrival at Atomix to be processed.
If the return is NOT properly submitted in the app and is missing tracking information, it takes 10 business days to process and includes a fee of $30.
For a shipment that is Returned to Sender, for which extra work is required of the CX and Operations teams, there will be an additional charge of $30. The timeline for processing these Return to Senders is five business days.
For "Surprise Returns" (Returns Atomix receives with NO information or return available in the App) it takes 10 business days to process, and includes a fee of $30.
If Atomix receives a return for an order that it did not fulfill, a fee of $10 will be charged, along with an additional $2 for each item included in that return. However, if the volume of such returns is more than one, it will be classified as a hourly Special Project, and the aforementioned per-return fee will still apply in addition to any other applicable charges.
If your product requires more testing or actions from Atomix, your Account Manager will work with you to determine if this adds cost or time to your returns.
Return Status | Returned to Stock & Complete | Additional Cost |
Properly Entered in App | 5 business days from arrival | $0 |
Missing Tracking in App | 10 business days from arrival | $10 |
Return to Sender | 5 business days from arrival | $30 |
Surprise Return | 10 business days from arrival | $30 |
Single Return for an order not Shipped by Atomix | 10 business days from arrival | $10 + $2 for each additional item |
Return for an order not Shipped by Atomix | determined case by case | Hourly Special Project + $10 per return fee (+2 for each additional item) |
Additional QA (wiping surfaces, product testing) | determined case by case | case by case |
Important Note:
If you are integrated with Two Boxes, you are not required to create a return.
If you are using Loop for returns, you are required to create a return under the returns section of the Atomix App.