Returns Management
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      Handling Customer Returns That Are Not Your Product (Wrong-Item RMA Policy)

      This article explains how ShipCalm processes returns when a customer sends back an item that does not belong to your brand. It also outlines the automation options available to prevent unnecessary storage costs, and provides recommended best practice

      1. What ShipCalm Does When a Return Is Not Your Product

      When a return arrives that does not belong to your brand, ShipCalm logs it as a Non-Brand Return, documents what was received, and places the item into a temporary 30-day hold.

      Your team is notified by our Digital ops or Brand Ops teams and given the opportunity to decide whether the item should be returned, or destroyed.

      If no direction is provided within 30 days, ShipCalm will automatically dispose of the item.

       

       

      2. Automation Options for Managing Non-Brand Returns

      ShipCalm offers several configuration options so your team can choose how these items should be handled. Please review and talk through these options with your head of operations as automation options depend on platform level.

      Standard 30-Day Auto-Dispose (Default):

      ShipCalm notifies your team, holds the item for 30 days, and disposes of it if no instruction is received.

      Immediate Auto-Dispose:

      ShipCalm automatically disposes of all non-brand returns upon arrival, with no brand review required.

      Scheduled Batch Disposal:

      Items can be accumulated and destroyed on a monthly schedule.

       

       

      3. ShipCalm’s Recommended Best Practice

      ShipCalm recommends the Standard 30-Day workflow. Most incorrect returns have little or no salvage value, return shipping is typically more expensive than the item itself, and this policy prevents storage build-up while keeping your team focused on customer-impacting work.

       

       

      4. Customer Email Template: When a Customer Sends the Wrong Product

      ShipCalm recommends the Standard 30-Day workflow. Most incorrect returns have little or no salvage value, return shipping is typically more expensive than the item itself, and this policy prevents storage build-up while keeping your team focused on customer-impacting work

      Subject: Update on Your Return

      Hi [Customer Name],

      We received your return, but the item sent back does not match the product purchased from our store. It appears to be an item from another brand.

      You have two options:

              1. We can dispose of the item.

              2. We can return the incorrect item to you. If you would like it back, please reply with your preferred shipping address. Return shipping charges will apply.

      Please reply within 30 days with your preference. If we do not hear from you, the item will be disposed of in accordance with our return policy.

       

      Thank you,

      [Brand Name] Support Team

       

       

      Summary

      ShipCalm identifies and temporarily holds any non-brand items returned through an RMA. Your team can choose how these items are handled, including auto-dispose, immediate disposal, scheduled batch disposal, or customer return. Our recommended best practice is the standard 30-day auto-dispose policy, paired with clear customer communication to prevent future incorrect returns.

      If you’d like to enable automation for these situations, please contact your Brand Operations representative.