Global Returns FAQ

How does it work?
  1. After you have signed up for ICE Global Returns and your account has been created, the buyer contacts you to return an item. You log in to our online portal and create our return label for the buyer. This label needs to be sent to the buyer via email and needs to be stuck on the outside of the parcel.
  2. The buyer mails the parcel to our local warehouse.
  3. The barcode on the parcel is scanned by our local warehouse and you will be able to see this in our online portal.
  4. The parcel gets forwarded to our warehouse in your country. This destination warehouse collects all parcels in a consolidated box.
  5. The consolidated box is sent to you either weekly or monthly.

Available Countries

Which countries are you offering right now?

ICE Global Returns offers local return addresses in the following countries:

  • Austria
  • Belgium
  • Czech Republic
  • Denmark
  • Finland
  • France
  • Germany
  • Greece
  • Hungary
  • Ireland
  • Italy
  • Luxembourg
  • Netherlands
  • Poland
  • Portugal
  • Slovakia
  • Spain
  • Sweden
  • United Kingdom
Will you offer return addresses in other countries in the future?

Yes, we are open to adding more countries.

I am not located in one of those countries, is it still possible to consolidate in my country?

We offer consolidation in all EU-countries, and we are beta testing other countries at the moment. Please contact us about possibilities if you are located outside the EU and are interested in Global Returns.

Will other consolidation countries be available in the future?

Yes, we are open to adding more countries to our beta program.

Limitations regarding the returned items

Are there any weight or size limitations per individual return?

Yes. The maximum accepted weight is 20kg per individual return with maximum dimensions of 120x60x60 cm, and these limitations are strict.

What happens if an item weighs more than 20 kilos?

The item will either be sent back or additional costs will be added to the monthly invoice.

Are there any types of items that cannot or should not be sent with ICE Global returns?

We do not accept dangerous goods and prohibited items (please see our General Terms and Conditions for more details). We do not recommend sending valuable goods such as precious stones, precious metals, jewelry, money, negotiable instruments, unprotected furniture, glass or china, objects of art, antiques and important documents that include passports, tenders, share and option certificates through our system.

Can the system handle fragile items?

Fragile items should not be sent through our network delivery system because our system involves the use of mechanical handling and automated sortation equipment together with multiple transshipments on and off vehicles.

Fees

What does it cost?

The subscription fee is €19.95 per month (regardless of number of locales) and includes:

  • Local return addresses
  • Storage & consolidation of local returns for up to 1 month
  • Real time visibility for returned parcels (Track & Trace)

You have the option to pay for the complete return from the buyer back to our warehouse in your country or have the buyer pay for the domestic postage. We charge you a handling fee based on weight and country of local return address. Additionally, you pay a shipping fee per consolidated box shipped to your own warehouse.

Consolidated returned parcels have to fit within a single box with a maximum weight of 30kg and maximum dimensions of 120x60x60cm. When the number of returned parcels within a consolidation period exceeds the maximum weight and/or dimensions we will split them into multiple boxes and invoice accordingly. For retailers that have a high volume of returns please contact us to discuss your personal requirements.

To sum it up: you pay €19.95 per month plus a return handling fee per parcel plus a consolidation fee per box.

Does the price include package processing?

Yes, the price includes package processing. This return handling is charged by weight and country of local return address.

What if I do not want the items back?

We can dispose of the items for you (we will either destroy them or send them to a charitable organisation). The fee for this is €0.50 per parcel.

What does the 99€ set up fee include?

The one-off 99€ set up fee includes:

  • Up to 45 minutes of telephone training with an ICE customer service representative, during which your Amazon settings are checked and set up for you.
  • Training on the ICE Global Returns software.
  • Standardized “Returns Instructions” email template (In English, German, French, Spanish & Italian) for you to send to your customers alongside the return labels.

Regarding the process…

Is this returns service limited to Amazon returns?

No. ICE Global Returns Service is not restricted to Amazon and can be used for all your returns (website, eBay, etc.).

How are the returns traceable?

The barcode on the label gets scanned when the parcel arrives at one of our warehouses. This information is provided to you through the online portal.

Do you check the contents of the packages received?

No. We only scan the label on the parcel to identify the corresponding recipient and weigh the parcel for invoicing reasons. We do not do a quality checks, nor do we check whether the parcel actually contains the product that was supposed to be returned.

What happens if a return from the buyer does not arrive at the warehouse?

The responsibility for a return lies with the seller if the buyer can prove that the item was returned (e.g. by showing tracking info from local carrier). If it does not arrive at the warehouse, it could have been lost by the carrier on its way from the buyer. You should contact the carrier that your buyer used.

What happens when the buyer does not stick the label on the package and just writes the address on the parcel?

If this occurs, we will not be able to track your parcels since we do not open the parcels. The warehouse will scan the barcode on our label for your organisation details etc. and any extra costs incurred through this will be forwarded on to you.

Is it possible for a buyer to drop off a package at one of the local warehouses?

Yes, this is possible, but we will need our label to be able to accept the package.

Sometimes I want to provide a ‘postage paid label’ to a buyer even though my standard is not prepaid. Is this possible?

When you create a label, you have the option to choose between a “paid by buyer” label or a “free to consumer” label every time. Most of our clients use the “paid by buyer” option, but you have the option to generate a both types of labels in the system.

Can I use your service for Amazon FBA returns?

No, unfortunately this does not work. We need all parcels to be less than 20kg, within our required dimensions and have our label attached to it. Amazon returns do not work within these parameters.

When will the consolidated returns be shipped to me?

All packages from all European countries will be consolidated in the warehouse closest to your location. These consolidated packages will then be sent to you either weekly or monthly, depending on your preference.

Can I request a certain day for consolidation shipments?

At the moment we cannot offer this service. Returns are usually sent in the first week of the month, usually on Thursday or Friday. Weekly returns are scheduled for shipment on Thursdays.

Is it possible to change how often the consolidated returns are shipped to me?

Yes, it is possible to change the frequency of the consolidated returns from weekly to monthly or vice versa.

How can I opt out of the Global Returns service?

There is no minimum or maximum contract length with Global Returns, the only requirement is that you provide us with 30 days written notice when you wish to terminate the service.

How do I start?

How long does it take before I can start using the service?

The Global Returns setup will take approx. 24-48 hours. Once we have created your Returns Service Account, we will send you login data and a Global Returns Service Manual with screenshots which show you how to configure the settings on your Amazon Account so you can start using our Global Returns Service.

I’m having difficulty setting up the Global Returns account; can I get help from ICE?

Yes, if you are having trouble setting up your Global Returns account on your own, you can purchase ICE’s Set-up Assistance. This service includes:

  • Up to 45 minutes of telephone training with an ICE customer service representative, during which your Amazon settings are checked and set up for you.
  • Training on the ICE Global Returns software
  • Standardised “Returns Instructions” email template (in English, German, French, Spanish & Italian) for you to send to your customers alongside the return labels
I’m having issues communicating with some of my international customers. Can I purchase additional email templates?

Yes, you can purchase a batch of translated standardised email templates (in English, German, French, Spanish & Italian) to assist you in corresponding with your buyers in common situations. These templates include:

  1. General return
  2. General return– Customer asks for a refund
  3. General return– Customer asks for a reshipment
  4. Faulty/wrong item– Thanks for photos– Return
  5. Label instructions for misunderstandings
  6. To which address have you returned your item?
  7. We will refund you once item is received
  8. We will reship once item is received
  9. Buyer assumes return costs
  10. Return received: Refund or reshipment?
  11. Return received: Refund
  12. Return received: Reshipped: tracked delivery
What if I need my customised text amended and/or translated?

We’re happy to do that for you. Let us know what you need and we’ll provide you with an individualised quote.

Need more help?

We also offer an Email Customer Service solution, where ICE’s customer service team takes care of all these tasks and more for you. This service is charged on an hourly basis. More information can be found here.

This sounds great, how do I sign up?

Contact ICE today to begin your Global Returns setup and gain access to 19 local return addresses.

View our Global Returns page

View our general FAQs

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