Returns, Refunds & Reverse Logistics: Operations and Payout Netting

Providing a seamless return experience is a legal mandate under the EU Consumer Rights Directive and a key factor in building customer trust. On our marketplace, returns and refunds are processed with strict alignment to the tax model under which the order was placed.

Depending on whether an order is classified as a domestic Agent transaction or a cross-border Deemed Supplier transaction, your operational responsibilities and timeline requirements differ. Below is the definitive guide to managing reverse logistics on the platform.

Operational Workflows by Tax Model

1. Disclosed Agent Model (Domestic Orders)

For orders where you ship to a customer in your own country, you are the statutory Trader of Record. However, the customer experience is kept identical: Salp's return system handles the initial return request and automatically emails the return address and instructions directly to the customer on your behalf.

• Your Responsibility: You are responsible for inspecting the returned items at your warehouse.
• Refund Trigger: Once you inspect the returned goods, you must trigger the refund within your own e-commerce platform (e.g., Shopify or WooCommerce). Our sync engine will detect the refund webhook and automatically adjust your payout ledger.

2. Deemed Supplier Model (Cross-Border Orders)

For cross-border EU sales, Salp Operating B.V. acts as the statutory Trader of Record. Just like domestic orders, Salp processes the customer-facing return request and provides instructions. However, because these orders cross national borders, additional logistics SLAs apply to you:

• The 48-Hour Return Label SLA: When a customer requests a return, Salp notifies you immediately. You must upload or email a pre-paid return shipping label to the customer within 48 hours.
• Late Penalties: Failure to provide a pre-paid label within 48 hours will result in the platform arranging return shipping at your expense, plus a flat penalty fee of €75.00 per occurrence (per Article 11.3 of the platform terms).
• 48-Hour Inspection SLA: You must inspect returned goods within 48 hours of receipt. If the product is damaged or diminished in value due to customer handling, you must upload photographic evidence to the support panel immediately so we can assess consumer liability under the Consumer Rights Directive.