Returns & Exchanges Guide – Kase-Fulfillment

Creating a Return or Exchange in Kase

To generate a return or exchange in Kase:

Step 1

Locate the order you would like to create a return for and click on the Order Number.

Step 2

Within the order details page, select Return from the left-hand navigation menu.

Step 3

Select the appropriate Return Type, Quantity, and Reason for the return.

Step 4

If the customer will be returning the original order, check the box labeled, "Email customer a copy of return label."

Step 5

Click Submit.

Once submitted, Kase will automatically generate the Return Merchandise Authorization (RMA) and create an associated ASN (Advanced Shipment Notice) so the returned inventory can be matched back to the priginal order when it arrives at the warehouse.

Note: You can track all returns by navigating to Inventory > Returns within Kase. Once the return has been completed, any customer refund must be processed within your e-commerce platform. Kase does not issue refunds directly to customers.

Understanding Kase's Default Returns Process

Kase follows a standardized returns process to ensure consistency, inventory accuracy, and operational efficiency across all warehouse locations.

This process applies to customer returns, Return to Sender (RTS) shipments, and undeliverable packages received by Kase. If your business requires a customized returns workflow, please contact your assigned Customer Success Representative. Our team will work with Operations to develop a custom Standard Operating Procedure (SOP) and provide updated pricing for any additional services required.

Purpose

The purpose of this guide is to outline Kase's standard process for managing customer returns, Return to Sender (RTS) shipments, and undeliverable packages received at our warehouses.

Scope

This process applies to all returned merchandise received and processed by Kase warehouse operations.

Responsibilities

Warehouse Associates

Warehouse Associates are responsible for:

Receiving and inspecting returned shipments
Processing Return Merchandise Authorizations (RMAs)
Updating inventory accordingly
Following the approved disposition outlined in Kase's standard returns process

Standard Returns Processing

Inspect Returned Merchandise

Each Returned item is inspected for:

Visible damage
Signed of tampering
Product expiration
Overall resale condition

2. Determine Product Disposition

If the item passes inspection:

The product will be returned to available inventory and made available for future fulfillment.

If the item is damaged, tampered with, expired, or otherwise unsuitable for resale:

The product will be disposed of according to Kase's standard warehouse procedures. Disposal will be documented within the associated Return Merchandise Authorization (RMA).

Default Returns Policy

The following policies apply to all returns processed under Kase's standard returns workflow.

Return Photos

Return photos are not included as part of Kase's standard returns process.

If return photos or additional visual inspections are requested, these services will be treated as a Value Added Service (VAS) and billed accordingly.

Requests Outside the Standard Return Process

Any requests outside of Kase's default returns workflows — including, but not limited to:

Product photography
Detailed inspections
Functional testing
Sorting returned inventory
Special handling
Customized disposition instructions
Any other non-standard return processing

Will incur a minimum Value Added Service (VAS) charge of 30minutes ($22.50) per return.

If the requested work exceeds 30 minutes, additional labor will be billed according to your contracted hourly rates.

Pending Client Approval

If returned inventory must be placed on hold while awaiting client approval or disposition instructions, Kase requires written direction within 24 hours of notification.

If instructions are not received within that timeframe, Kase may proceed according to the client's approved default returns SOP to prevent storage delays and operational disruptions.

Handling Damaged Returns

For returned Kase orders that arrive damaged and require immediate disposal, a non-compliance devanning fee may apply.

This fee covers the labor required to dispose of or recycle damaged products and will be documented within the associated return ASN.

Charges are billed at your contracted hourly rate, with a 30-minute minimum.

In addition, Charge on Delivery (COD) fees may be assessed for:

Damage identified during inbound receiving
Damage discovered during picking or warehouse operations.

Custom Returns Workflows

If your business requires a returns process that differs from Kase's standard workflow, please contact our assigned Customer Success Representative.

Our team will review your requirements with Operations, develop a customized Returns SOP, and provide updated pricing for any additional labor, inspections, photography, testing, or specialized handling that may be required.

Questions?

If you have any questions regarding your returns process or would like to discuss a customized workflow, please reach out to your assigned Customer Success Representative. We're happy to help.

Related articles