RMA & Client ref — policy and workflow

You do not generate public RMAs. Add your Client ref on the label (address line 2) and on the outside of the box; we create the internal RMA at intake. Service times: photos ≤24h, grading/report ≤48h (business days).

1) Correct addressing & labelling

• Write Client ref: … in address line 2 and print it on the outside of the box near the carrier label. Put a paper copy inside.
• Multi-box shipments: one client_ref may cover several boxes — add suffixes -1, -2, -3… (e.g., ERH-ACME-2025-1).
• Use our printable A6 label with barcode if you prefer: open label.
• Palletised/large intakes: optional ASN template (download CSV).

2) What happens at intake

1. Register: we receive the parcel(s), scan/read your client_ref, and assign an internal RMA + location.
2. Photos ≤24h: 2–3 photos per box (outer + inside). Extended photos/notes are available via add-on.
3. Open & base check: visible condition, contents check, and A/B/C grading per item/box.
4. Report ≤48h: dashboard/email summary with links, grading and next-step choices.
5. Your decision: choose per item/box — Export to CN / Resell in EU / Dispose / Store >14d.
6. Execution & confirmation: we carry out the chosen action and log it for billing; you receive confirmations where applicable.

3) Decision options — what each means

• Export to CN: consolidated shipping; export documentation is prepared (see add-ons).
• Resell in EU: we prepare items for resale; commissions per price list (min fee applies).
• Dispose: certified disposal; confirmation photo on request.
• Store: 14 days included per box; after that storage is billed per day. Long-term storage by quote.

4) Policy & exceptions

• Missing/invalid Client ref: box is quarantined for manual matching (typically 24–48h) and a €1/item No-REF handling fee applies (see Pricing / SLA).
• Oversize: handling surcharges apply per thresholds in the SLA.
• Prohibited/non-compliant goods: hazmat/ADR (unless by quote), illegal items, counterfeits, leaking liquids, improperly packed lithium batteries (follow UN3481 rules).
• Priority SLA: optional upgrade available (per return or per month) — see Add-ons & fees.
• Activation: ship only after your account is ACTIVE and your start window is confirmed during onboarding to avoid delays.

5) FAQ (quick)

• Do I create RMAs? No. You only place your client_ref; the internal RMA is generated by our WMS at intake.
• Can one ref be used for multiple boxes? Yes — add -1/-2/-3 suffixes.
• Which countries are covered? We receive returns from every EU country at our Poland hub.
• Where can I see all fees? See Pricing and detailed Add-ons.

SLA recap: photos ≤24h, grading/report ≤48h (business days). See the full SLA for oversize thresholds and prohibited items.