Returns and warranty claims
How customers start a return or a warranty claim, and what Opvelo does from the label to the refund or repair.
Returns and warranty are part of Deliver & Take Back. Both are handled end to end, from any country you sell to.
Returns
- Self-service returns portal. Customers start a return themselves, without emailing your team.
- A QR code in the parcel. The printed code in the package leads the customer to the returns portal.
- Return labels. Opvelo produces the label for the return shipment.
- Refunds or exchanges, processed end to end.
When a return is closed, its credit note is issued automatically, so your invoices and books stay correct without anyone typing a document.
Warranty
- Warranty certificates are sent with the order.
- Guided claims. Customers are guided through making a claim, step by step.
- Assessment and repair tracking. Your team assesses each claim, and repairs or replacements are tracked until they’re done.
Warranty reporting
Claims, repairs and replacements come together in one report: the claim rate per sales cohort, what breaks most (confirmed by your team), the time from claim to completion, and the cost of quality, shipping included.
Your policies
The return window, which products can be returned and what a warranty covers are your decisions. Contact us and we’ll set Opvelo up around the policies you already have.