House of Joppa Returns Document


Canceling an order that hasn't shipped:

  1. Reach out to the warehouse to ensure that it does not ship

  2. Click More Actions

    1. Cancel

  3. Check refund and notification

  4. If canceling because the item was accidentally oversold, please DO NOT RESTOCK the product. 


How to create a return label for House of Joppa

  • THIS SHOULD ONLY BE USED IF THIS IS NOT A WAREHOUSE ERROR

  1. Click More Actions

  2. Click Create Return Labels

  3. If the customer is returning the entire order, click the green create button

  4. If they are returning part of the order, subtract the weight of the items NOT being shipped back. 


How to create a store credit

  •  Under Products in Shopify, select Gift Cards. In the far right corner, you'll see "Create Gift Card". A unique gift card number is automatically generated and you only have to either search for an "existing customer" or add a "new customer". I typically make sure we have an up-to-date email address for the customer because this is how they will receive the gift card aka store credit. 


Returns Process for Each Type of Return (CREATE RMA FIRST)


  • Decided not to keep it:  If an item is in its original packaging and is not damaged, provide the customer with a return label.  If they would like store credit, we’ll issue a full refund and offer free return shipping.  If they would like the refund back on their method of payment, once we receive the item we will issue a refund minus the cost of return shipping.  We do not refund the original shipping cost in either case. 


  • Purchased by mistake: email return label, once received issue refund for the value of the product only, not the original shipping cost.  Do not charge for the cost of the return label.


  • Product arrived damaged:  Ask the customer to email photos to verify the damage, this will help us determine if it's a repeat packaging issue, then send a free replacement by placing a $0 order in Shopify with notes on them. The customer can discard the damaged product.


  • Received extra item I didn’t pay for: if the item is under $15 they can keep or donate it. If the item is over $15, email a free return label for the customer to return.


  • Missing or broken parts: (see “product arrived damaged”)


  • Wrong item was sent: if the item is over $15 email the free return label and send the replacement item asap (warehouse correction order).  If the item is under $15 they can keep or donate it.


  • Item arrived too late: email return label to customer for them to return, once received issue a full refund.



Please tag all replacement orders that go through Shopify (in shopify) with either of the following

- Replaced - Wrong Item

- Replaced - Not Shipped

- Replaced - Lost

- Replaced - Damaged

- Replaced - Dissatisfied

- Replaced - Carrier Return