Seller Return Policy Guidelines
Legal Compliance Requirements
Consumer Protection Act (CPA) Obligations
As a seller on AfterTheMarket, you must comply with the Consumer Protection Act 68 of 2008. Here are your key obligations:
1. Defective Items (Section 56 of CPA)
- You must accept returns within 6 months of delivery if items are:
- Defective or faulty
- Not fit for their advertised purpose
- Not matching the description or sample provided
- You must allow the customer to choose between:
- Repair of the item
- Replacement of the item
- Full refund (including original delivery charges)
- You cannot charge any penalties or fees for these returns
- You must cover return shipping costs
2. Refund Requirements
- Must refund the FULL purchase price for CPA-related returns
- Must include original delivery charges in refunds
- Must cover return shipping costs
- Must process refunds within 7-10 business days
Return Processing Requirements
Accepting Returns
1. For CPA-Related Returns (Defective/Unfit/Not as Described):
- Must accept return within 6 months
- Cannot refuse return even if item was used
- Cannot require original packaging
- Must provide return shipping label
- Must refund ALL costs (item + delivery + return shipping)
2. For Change of Mind Returns:
- May set your own return window (recommended 14 days)
- May require original packaging
- May require unused condition
- May deduct original shipping costs
- May require customer to pay return shipping
Processing Timeframes
- Initial return request: Respond within 24 hours
- Return label provision: Within 48 hours of approved return
- Refund processing: Within 7-10 business days
- Repair timeframe: Within 14 business days
- Replacement shipping: Within 48 hours of return receipt
Financial Implications
Costs You Must Cover (CPA Returns)
- Full product refund
- Original delivery charges
- Return shipping costs
- Any inspection or handling fees
- Bank charges related to refund processing
Optional Costs (Change of Mind Returns)
- May deduct original shipping costs
- May charge restocking fee
- May require customer to cover return shipping
Prohibited Practices
As a seller, you cannot:
- Refuse returns of defective items within 6 months
- Require original packaging for CPA-related returns
- Charge restocking fees for CPA-related returns
- Force store credit instead of refunds
- Delay refunds unnecessarily
- Require customers to accept repair if they prefer replacement/refund
- Mark items as "non-returnable" (CPA rights cannot be waived)
Record Keeping Requirements
Maintain records of:
- All return requests
- Photos of returned items
- Communication with customers
- Shipping labels and tracking
- Refund confirmations
- Repair/replacement documentation
Platform-Specific Requirements
When selling on AfterTheMarket:
- Respond to return requests within 24 hours
- Use platform's return shipping label system (where available - currently in development)
- Update return status in seller dashboard
- Process refunds through platform (where available - currently in development)
- Maintain minimum 95% return satisfaction rate
Note: For points where platform functionality is still in development, sellers should follow their own return shipping and refund processes while maintaining proper documentation. The platform will notify all sellers when these features become available.
Consequences of Non-Compliance
1. Legal Consequences:
- CPA penalties and fines
- Legal action from consumers
- Mandatory refunds plus damages
2. Platform Consequences:
- Account suspension
- Reduced visibility
- Higher platform fees
- Removal from platform
Best Practices
1. Customer Communication:
- Acknowledge return requests promptly
- Provide clear return instructions
- Update customers on return status
- Document all communication
2. Quality Control:
- Inspect items before shipping
- Use adequate packaging
- Provide accurate descriptions
- Include all advertised components
3. Process Efficiency:
- Maintain return shipping label stock
- Process returns within 48 hours of receipt
- Document return condition with photos
- Track return shipping
Support Resources
For assistance with returns:
- Email: support@afterthemarket.co.za
Keep this guide accessible and ensure all staff handling returns are trained on these requirements. Regular updates will be provided when there are changes to legal requirements or platform policies.