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Refunds & Returns

In this Section,

  • How to submit Return or Exchange requests as a Customer
  • How to process Return or Exchange requests as a Seller

How to submit Return or Exchange requests as a Customer 

Step 1: Retrieve your ORDER ID from your order confirmation email

Step 2: To access your order details:

     Option 1: If you have an account registered with HellaBlack, go to to HellaBlack.com -> Select My Account in the top right corner, and Sign In -> Select Orders

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 Option 2: If you used guest checkout to make your purchase and you do not have an account registered with HellaBlack, go to to HellaBlack.com -> Select My Account in the top right corner -> enter your ORDER ID or Email Address used at time of purchase

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Once you enter an accurate Order ID or Email Address, you will receive an email with a link to access your Order Details. Click on the link provided in your email address. 

Step 3: From the Orders panel, Customers can click on the product link to access details about their order. In the example below, to access order details, click on HellaBlack Face Mask link.

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Then, from the order details page, select Request a replacement or a refund button

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When submitting a return request, customers are asked to specify a reason why they want to return a particular product, and can type in comments .

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Once the customer submits a reason, a packing slip will be automatically emailed to the customer, and the seller will be notified via email. Customers are encouraged to remain in constant communication with the seller . To do so, click the Start Communication button from the Order Details panel.

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Customers can view their requested returns status by visiting Homepage-> MyAccount ->Return requests 

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The different Return request statuses

There are four possible statuses for return requests:

  • Approved
  • Complete
  • Declined
  • Requested

The Requested status is automatically assigned to all newly-submitted requests, and then the store administrator can manually change the request status. 

How to process Return requests as a Seller

From the Admin Panel, the seller can acess returns by visiting Orders → Return requests page which allows you to handle product return requests that your customers have requested. It also allows you to configure the general product return policy of your store.

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Then, click the return ID # 

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 See How to Manage Return Requests