Harvey Norman Marketplace – Dropship Returns Form
Thanks for assisting with a Dropship product return.Please follow the process outlined below so that the online team can best assist.
1. Verify the Customer’s tax invoice and sight ID.
2. Confirm that the item was fulfilled by the Online Franchisee.
3. Assist the Customer in completing the Dropship Returns Form below.
4. On completion of the form, the Customer will receive email confirmation with a reference no. and some of the information lodged.
5. Advise the customer to hold on to the item(s) and the Online Team will contact them within one business day to assist.
Please Note – The Online Team will take the necessary steps to resolve the Customer’s issue. A refund should not be attempted in-store for products not shown in their POS.
Holding the Return Item for the Customer
For the quickest resolution, it’s best to advise the customer to keep the return item(s) in their possession but, depending on the size of the product, you may choose to store it for them.
In this case, you should:
- Select the appropriate option on the form
- Attach a copy of the email to the item (Store will receive email within 1 business day)
- Store the item in a secure location*
*Should the item go missing whilst in your store, your franchise will be expected to cover the replacement cost.
What Happens Next?
- The Online Team will contact the customer within one business day to confirm that they are assessing the issue, and to request any additional information required. Additionally, the store email provided will receive a copy of all information lodged for their records.
- Once all information has been received, the claim will be assessed and the course of action determined within 5-7 business days.
- If a return for replacement or refund is approved, the Online Team will organise the return and process the refund or replacement.
