This guide provides an overview of the return process for Suppliers partnered with Nordstrom.
How Marketplace Mail-In Returns Work
Step 1: Customer initiates return online
- The customer prints the return label and drops off at a FedEx location. The front of the box will include the RMA #.
Step 2: Return is scanned into transit
- FedEx scans the label, and the package is shipped to the Seller’s return address. The tracking number will become available once scanned in Mirakl.
Step 3: Seller receives the package
- The Seller receives and processes the return using the RMA or order information. The order must be marked as Received in Mirakl within 48 hours. If not marked received, Nordstrom will process the return as compliant on the Seller’s behalf.
Step 4: Return is marked as compliant or reported to Nordstrom
- The Seller is to inspect the return to ensure the proper item was returned and undamaged.
- If compliant, the Seller is to mark the return as compliant within 48 hours, which will initiate the customer’s refund. The Seller’s amount will be deducted for the returned item.
- If non-compliant, the Seller is to submit a description and picture of the item to Nordstrom for approval in Mirakl within 48 hours. Once approved, Nordstrom will update the return and reimbursement will take place. Sellers are encouraged to send the item back to the customer for non-compliant items.
Step 5: Return is processed by Seller [Shopify only]
- A return will be created on the order in Shopify, including the return reason and tracking. Once received, the Seller can refund the order to close the return.
- Canal fees will only be refunded if the refund is processed in Shopify.
Step 6: Return is complete
How Marketplace In-Store Returns Work
Step 1: Customer initiates return in-store
- The customer returns the product with a sales associate and is refunded. Return chit and RMA # are printed and added to the bag with the return. The order status is updated to refunded, and the Seller is alerted of the refund.
Step 2: Nordstrom logistics team sends return
- Nordstrom’s team ships the return to the Seller’s warehouse within 30 days from the return date. Tracking will be added once scanned into transit.
Step 3: Return is received by Seller
- The return must be marked as received and compliant within 48 hours. If not marked received, Nordstrom will process the return as compliant on the Seller’s behalf.
- If the return is damaged, the Seller is to submit a description and picture of the item to Nordstrom for approval within 48 hours. Once approved, Nordstrom will update the return to be non-compliant and reimbursement will be issued in the next billing cycle.
Step 4: Return is processed by Seller [Shopify only]
- A return will be created on the order in Shopify, including the return reason and tracking. Once received, the Seller can refund the order to close the return.
- Canal fees will only be refunded if the refund is processed in Shopify.
Step 5: Return is complete
Refunds
- Mail-in returns will be refunded at the time the Supplier receives the return and marks it as complaint within 48 hours of delivery.
- In-store returns will be refunded immediately.
To ensure restock, the Supplier can refund the order as they would with 1P products in Shopify.
Per program policies, sellers are charged a $5 shipping fee that is applied at time of refund and will show as a separate transaction by return item found in Billing & Accounting as a manual credit.