Online Return Center for Marketplace vendors

2016

GROUPON GOODS GLOBAL GMBH

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What can I find in this Guide?

1) What is Online Return Center (ORC)?

2) How does the ORC work for marketplace vendors?

3) How does the ORC work for customers?

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1. What is Online Return Center (ORC)? With the Online Return Center (ORC) Groupon customers can go to their My Groupon page to initiate a return for a Goods item they've bought, print the return label, and process return without having to call customer service.

Groupon first launched the ORC for all returns Groupon Goods Global GmbH takes responsibility for, means the so called Seller on Record deals. Hereby Groupon is the seller and also handles returns and customer inquiries.

What’s new?

Now we are offering the same service with the ORC for deals/ products which are sold by the merchant directly.

We allow Direct Checkout (DCO) returns to be processed via the ORC thus removing the need for Groupon’s and merchant’s Customer Service interaction with the new DCO Returns service. This capability will manage returns to merchants including the ability for merchants to view, accept or reject returns. Hence we implemented an additional tab in Commerce Interface (CI) where we post all return requests. The Merchant can go in there, approves or rejects the Return.

On the other hand we provide the customized return label to the customer via the ORC on our Website.

2. How does the ORC work for marketplace vendors? If you are placing a deal on Groupon as DCO (Direct Checkout) and you are still the official seller then you can take advantage of the new tool we built for better vendor and customer experience when it comes to returns – the DCO Online Return Center

1st step:

Log into your Commerce Interface (CI) Account

Log in is provided to you with the first deal you placed with Groupon. You can contact Merchant Services at goodspartnermgmt@groupon.com for further information

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2nd step:

Go to the tab called ‘DCO Returns’

There you will see an overview of ALL your return requests

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Columns meaning:

� Return Date – the date when a Return is due, means this is the date by which the return should have arrived back. If the date is reached then we will auto-accept the return

� Partner RMA ID – to allow you to correlate return package with a return on the portal. The RMA Id will be clearly identified on the return label

� Return Status - You can see the in Column ‘Return Status’ which requests are still pending, or already accepted

� Customer Name - for information to associate order with return

� Description – Name of the deal for reference

� Reason – Customer’s reason for returning the product

o Purchased by Mistake o No Longer Interested o Delivered Late o Incorrect Size/Colour o Unsatisfactory Quality o Product Features different from advertised o Wrong Item Received o Item Faulty o Item Pieces Missing

The default view is sorted by Return date with newest returns at the top. All columns are sortable. A search box allows an RMA Id to be entered - this will be printed on the return label provided to the customer.

By clicking on one of the arrows in each column you can change the order of the view

� The Return Requests marked in red are soon due to expire, so please look at these first!

3rd step

To view a Return request please click in the column ‘Partner RMA ID’ on the linked number

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Then you get to the following page:

If you double-click on a return it will open a details pop-up containing the information in the list view above plus the following data

1. Return over view

a. RMA Id & Order Id

b. Return date

c. Return reason

d. Customer comment

2. Customer Details

Here you find all address details plus email of the customer

3. Item Details

a. Item Id

b. Product Name

4th Step:

Accept the Return

Accepted means that you received the Returned product from t he customer .

Then we know we can refund the customer

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When you go back in the overview you will find this Return request in status ‘Accepted’

Out of certain reasons the Return can also be REJEC TED

• A1: The returned item is not in an acceptable condition • A2: The returned item was incomplete or had missing parts • A3: The returned item is different to the item purchased by the customer • B1: Product not received by the Return Date • C1: Replacement issued • Other: Please specify why the return is being rejected

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Again you will see in the over view then the ‘Return status’ rejected

IMPORTANT:

IF you don’t feedback on the open Return Requests t hen these will be auto-approved after a certain time

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*Return address capture

Before you start with to manage your DCO returns we would ask you to check your Return address.

If there are wrong information saved please edit the address and ‘Save’.

Then we can make sure that the customer is sending to the return to the right address

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3) How does the ORC work for customers?

When the customer wants to return an item:

1. he goes into his Account in ‘MyGroupons’ where he sees all orders

2. Click on ‘View Details’ and there click ‘Return Package’

3. Then select

- Quantity to Return

- Reason for Return

- Return Details

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4. Print the Shipping Label

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