How are returns & exchanges negotiated?

Returns and exchanges between Sellers and Members are outlined in the Seller’s return policy. Every Seller has the option of providing a customized return and exchange policy in their seller portal or defaulting to the Sears return and exchange policy by leaving the space blank. When situations arise that are not covered by return policies, we highly encourage all Sellers to work with Members to ensure the most positive Member experience and provide a fair resolution to open concerns.  More information is available on basic requirements of a Sears Marketplace return policy in our Sell on Sears Seller Agreement. An excerpt is available for review.

  • Damaged/Defective Product: a Member notifies their Seller that the product arrived damaged or defective.  The Seller has the product in stock and ships a replacement.  If the Seller does not have the same product in stock, the Seller can offer the Member an upgraded item in place of the damaged product they received.
  • Wrong Sizing/Color: a Member notifies their Seller that the product arrived and it does not fit or is the wrong color.  The Seller has the same product in stock in the size/color that the Member is requesting.  The Seller can ship the new product to the Member without having to make any changes to their order.  If the Seller does not have the new size/color in stock, the Seller should initiate the RMA process.

 

All communication between Members and Sellers and tracking for new items being sent should take place through the encrypted email address. This will capture the offer of a replacement or exchange in the Member’s order to be seen by all frontline Member Services Organization agents. As of mid-2017, members and sellers can send and receive attachments. A maximum of three files or 5MB can be attached per message. Supported formats are JPEG, JPG, PNG, and PDF.