How to Manage Returns

What is the difference between a Reconciliation and a Return, and when should I use each?

Occasionally, you may receive a supply order that you need to return. More often than not, a reconciliation is all that is needed, but let's talk a bit about the difference between the two, and when to opt for a return over a reconciliation.

What's the difference anyway?

Reconciliation: Process of requesting and receiving a refund (by way of account credit) for order made in the last 7 days that does not arrive, arrives with missing items, or arrives with damaged, spoiled, expired, or otherwise unusable perishables. After reconciling, the supplies are yours to donate or dispose.

Return: Process of returning a requisitioned order, as well as receiving your refund. Returns are only possible for non-perishable supplies, and handled through our customer support team, rather than through the user interface.

When to Reconcile, and when to Return

In the majority of circumstances, a Reconciliation will be all you need. A reconciliation will alert our team of the issue you've encountered, partially or fully refund your account (depending on partial or full order reconciliation), and allow you to place an order to immediately fulfill your needs.

That being said, a return is a necessity in some cases. For example, a return may be needed if your order has any of the following problems:

• Incorrect non-perishable items (i.e., you receive caramel syrup instead of caramel sauce) 
• The correct items arrived, but quality issues are preventing you from using them (i.e., lids do not fit the cups you already have on hand)
• Non-perishable items were ordered incorrectly or in too high volume to store it (i.e., ordered 300 bottles of caramel sauce instead of 30 bottles)

How do I submit a Reconciliation or Return if I need to?

For any Return, you must first reconcile the order from your Supply Dashboard. If you need a hand understanding our reconciliation process, please see this page for a tutorial!

After you have reconciled your order, simply reach out to our customer support team via email. Include in your email's subject line both your Order Number (found on your dashboard screen, as well as the individual order's reconciliation page), and the phrase "Return Request", and our team will handle it from there!

Your return submission will be addressed ASAP, and you will have correspondence from our team on next steps within 24 hours. If you have any questions, comments, or concerns, please do not hesitate to reach out to your Account Manager or Implementation Specialist.