If the return tracking shows a customer's return parcel was delivered to our facility, please allow us between 2-5 business days for our team to process, inspect, and restock returned units; once a return has finished processing, it will be logged in Etracker. You will be notified once we have received the return in your daily Returns report (sent each night), and will automatically appear in Etracker as well under the "Returns" tab.
Etracker is a great tool for seeing if a return has been logged by our returns team - however, please take into consideration that it can take our team a few days to process the return you are looking for, as our processing speeds are dependent on the volume of returns received in a given day or week. Volume is highest during the beginning of the week and after holidays, and tends to be lightest toward the end of the week. We know your customers may be anxious to get an update on their refund, so we appreciate your patience during high-volume periods.
If you need help logging in to your account, head to the Etracker site and click "Log In", then "Forgot Password" to recover your password. If you are still having trouble, please reach out to your dedicated account manager or send an email firstname.lastname@example.org and we would be happy to assist you!