Return Shipments to Seller Guide

Purpose

This guide explains how to manage non-restockable items in your hurt bin, including storage timelines, fees, disposal options, and the process for requesting items be returned to your location or shipped to another destination.

1. Understanding the Hurt Bin

The hurt bin is a designated holding area for items that cannot be restocked and sold as new.

Items placed in hurt bin:

• Products showing signs of use, damage, or wear
• Packaging significantly damaged beyond repair
• Products missing components or accessories
• Expired products or items within 90 days of expiration
• Items with hygiene or cleanliness concerns
• Products that fail quality standards for resale

What happens when items enter hurt bin:

1. Item is photographed (multiple angles showing condition)
2. Item is placed in your dedicated hurt bin location
3. You receive email notification with photos and details
4. Item is held for 30 days pending your instructions

Monthly reminder sent on the 15th of each month

2. Hurt Bin Timeline and Storage Fees

Timeline Overview

Important: Individual items are assessed standard storage fees based on dimensions. If items require a pallet location, pallet fees apply.

Storage Fee Calculation

Storage fee definition: Here at eFulfillment Service we charge storage based on the space your inventory actually occupies within the warehouse. We do not charge by the pallet

Example 1: 

• First cubic foot (bin space)
• Overflow (anything that does not fit in the bin)

Avoiding Storage Fees

Best practices:

• ✓ Monitor hurt bin email notifications immediately
• ✓ Review monthly hurt bin summary (sent 15th of each month)
• ✓ Set calendar reminders for 25 days after hurt bin notification
• ✓ Make disposition decisions within 30 days
• ✓ Authorize disposal promptly for no-value items

3. Disposition Options

You have three options for handling hurt bin items:

Option 1: Authorize Disposal (No Cost)

When to choose this:

• Item has no resale value
• Cost to return item exceeds item value
• Item cannot be repaired or refurbished
• You have no use for the damaged item

How to authorize:

1. Log in to FCP
2. Go to Client Info → Support
3. Submit ticket titled: “Hurt Bin Disposal Authorization – [SKU]”
4. Include:
• SKU(s) to be disposed
• Quantity
• Confirmation statement: “I authorize disposal of these items”

Processing:

• Authorization confirmed within 1 business day
• Items disposed within 3-5 business days
• Confirmation email sent after disposal
• No disposal fees charged

Option 2: Request Return to Your Location

When to choose this:

• Item has value if repaired or refurbished
• You want to inspect damage personally
• Item can be sold through other channels
• You need item for warranty claim or manufacturer return

How to request:

1. Log in to FCP
2. Go to Client Info → Support
3. Submit ticket titled: “Hurt Bin Return Request – [SKU]”
4. Include:
• SKU(s) to be returned
• Quantity
• Return shipping address
• Preferred carrier (if any)
• Special packaging needs (if any)

Costs:

• Actual carrier shipping costs (passed through to you)
• Labor for packaging: $22.50 per half-hour
• Special packaging materials (if required): at cost
• Insurance (if requested): at cost

Processing timeline:

• Request acknowledged within 1 business day
• Shipping quote provided within 2 business days
• Your approval required before shipping
• Items shipped within 3-5 business days after approval

Option 3: Request Shipment to Another Location

When to choose this:

• Send items to manufacturer for warranty evaluation
• Ship to liquidation company
• Send to another warehouse or fulfillment center
• Return to supplier for credit

How to request:

1. Log in to FCP
2. Go to Client Info → Support
3. Submit ticket titled: “Hurt Bin Third-Party Shipment – [SKU]”
4. Include:
• SKU(s) to be shipped
• Quantity
• Complete destination address
• Contact name and phone at destination
• Any special shipping requirements
• Packing list requirements

Costs:

• Same as Option 2 (return to your location)
• Additional fees may apply for commercial addresses requiring appointments

Important: EFS cannot coordinate directly with third parties. All arrangements must be made through you via support ticket.

4. Viewing Your Hurt Bin Inventory

Method 1: View Inventory Page

1. Log in to FCP
2. Go to Reports → Inventory Spreadsheet
3. Locate the “Hurt” column
4. Items with quantities in this column are in your hurt bin

What you’ll see:

• SKU number and description
• Quantity in hurt bin
• Date placed in hurt bin

Method 2: Inventory Spreadsheet Report

1. Go to Reports → Inventory Spreadsheet
2. Select “Show only SKUs with a hurt Inventory greater than zero”
3. Click “Generate Report”

Report includes:

• SKU and description
• Hurt bin quantity
• Good inventory quantity (for comparison)
• Total inventory
• Bin locations
• Date last updated

Best practice: Export this report and track dates manually to monitor 30-day deadline.

Method 3: Monthly Email Notification

Automatic notification sent:

• On the 15th of every month
• To all addresses configured for return notifications
• Lists all items currently in hurt bin
• Shows number of days each item has been held
• Indicates items approaching storage fee thresholds

Setting up notification recipients:

1. Go to Client Info → Manage Email
2. Add email address
3. Select “Return Notifications” from dropdown
4. Save changes

5. Return Shipping Process

When you request items be returned to your location:

Step 1: Submit Request (You)

Submit support ticket with all required information (see Option 2 in Section 3).

Step 2: Assessment (EFS – 1-2 business days)

EFS evaluates:

• Number of items and total weight
• Packaging requirements
• Special handling needs
• Estimated labor time
• Carrier options and costs

Step 3: Quote Provided (EFS)

You receive response via support ticket including:

• Estimated shipping cost by carrier
• Labor fees for packaging
• Materials costs (if special packaging needed)
• Total estimated cost
• Estimated ship date if approved

Step 4: Your Approval Required

Respond to support ticket:

• Approve quote and authorize shipping, OR
• Request different carrier/service, OR
• Decline and authorize disposal instead

Important: Items will not be shipped without your explicit approval of costs.

Step 5: Processing and Shipping (EFS – 3-5 business days)

Once approved:

1. Items are pulled from hurt bin
2. Items are packaged according to requirements
3. Shipping label is created
4. Package is manifested with carrier
5. Tracking number is provided via support ticket

Step 6: Tracking and Delivery

You receive:

• Tracking number via support ticket
• Carrier name and service level
• Expected delivery date
• Invoice showing actual costs

Costs appear on: Your next weekly invoice

6. Shipping Cost Estimates

Costs vary based on weight, dimensions, destination, and carrier. Below are typical ranges:

Small Items (Under 5 lbs, fits in box)

Plus: Packaging labor $22.50 (typically 0.5 hours = $11.25)

Medium Items (5-20 lbs, standard box)

Plus: Packaging labor $22.50 per half-hour (typically 0.5-1 hour)

Large Items (Over 20 lbs or requires pallet)

Plus: Packaging labor $22.50 per half-hour (typically 1-2 hours) Plus: Pallet fees (if applicable): $10.00 per pallet

Note: Actual costs provided in quote before shipping. Freight shipments may require separate freight quotes.

7. Special Packaging Requirements

Standard Packaging (Included)

• EFS stock boxes appropriate for item size
• Standard packing materials (bubble wrap, paper, air pillows)
• Standard cushioning and protection
• Shipping label and documentation

Special Packaging (Additional Cost)

When needed:

• Fragile items requiring custom crating
• Items with specific orientation requirements
• Temperature-sensitive items needing insulation
• High-value items requiring extra protection
• Items requiring specific box sizes

Additional costs:

• Custom materials: Charged at cost
• Extra labor time: $22.50 per half-hour
• Specialty boxes or crates: Charged at cost

How to request: Include special packaging needs in your initial support ticket request.

8. Liquidation and Abandonment

Automatic Liquidation (After 90 Days)

If no action is taken within 90 days:

• EFS acquires warehouseman’s lien on items
• Items are liquidated to recover storage costs
• Liquidation proceeds applied to outstanding fees
• Any remaining balance credited to your account

Liquidation process:

• Items sold through liquidation channels
• Proceeds calculated and applied
• You receive notification of liquidation and proceeds
• Items cannot be recovered after liquidation begins

Items That Cannot Be Liquidated

If items have no liquidation value:

• Items are destroyed or disposed
• You are responsible for disposal costs
• Disposal costs added to your invoice
• Notification sent after disposal

Typical disposal costs:

• Small items: $22.50 per half-hour labor
• Large items/pallets: $50-$150 per pallet
• Hazardous materials: Quoted separately

Breach of Contract (Immediate Liquidation)

If your EFS account is terminated due to breach of contract:

• EFS immediately acquires warehouseman’s lien
• All items (good and hurt inventory) subject to liquidation
• Liquidation proceeds applied to outstanding invoices
• No advance notice required per Master Services Agreement

9. Hurt Bin Management Policy Summary

Your Responsibilities

Within 30 days of notification:

• ✓ Review hurt bin notifications promptly
• ✓ Make disposition decision (return, dispose, or ship elsewhere)
• ✓ Submit support ticket with clear instructions
• ✓ Respond to quotes within 3 business days
• ✓ Pay outstanding invoices (required before items can be released)

EFS Responsibilities

• ✓ Inspect and photograph all damaged items
• ✓ Send email notification within 24 hours of hurt bin placement
• ✓ Send monthly summary on 15th of each month
• ✓ Hold items for minimum 30 days
• ✓ Provide accurate shipping quotes
• ✓ Package items appropriately
• ✓ Process your instructions within stated timelines

Automatic Actions (No Client Response)

No exceptions: Policy is enforced consistently for all clients to manage limited hurt bin space.

10. Common Scenarios

Scenario 1: Low-Value Item, Not Worth Return Shipping

Situation: Item worth $10, return shipping would cost $25

Recommended action:

• Authorize disposal within 30 days
• No storage fees incurred
• No disposal fees charged

Support ticket: “Hurt Bin Disposal Authorization – [SKU]”

Scenario 2: High-Value Item, Worth Inspecting

Situation: Item worth $200, return shipping costs $30

Recommended action:

• Request return to your location
• Inspect and determine if repairable
• Potentially resell through other channels

Support ticket: “Hurt Bin Return Request – [SKU]”

Scenario 3: Multiple Low-Value Items Accumulating

Situation: 20 different SKUs in hurt bin, each worth $5-$15

Recommended action:

• Review entire hurt bin inventory monthly
• Authorize disposal of all low-value items at once
• Prevent storage fees from accumulating

Support ticket: “Hurt Bin Disposal Authorization – Multiple SKUs” Attach: Spreadsheet listing all SKUs to dispose

Scenario 4: Manufacturer Defect, Need to Return to Supplier

Situation: Product defective, supplier will provide credit

Recommended action:

• Contact supplier for return authorization
• Request EFS ship to supplier address
• Include supplier’s RA number on packing slip

Support ticket: “Hurt Bin Third-Party Shipment – [SKU]” Include: Supplier address, RA number, contact name

Scenario 5: Seasonal Item Out of Season

Situation: Holiday item returned in January, worth keeping for next season

Options:

1. Keep at EFS: Pay storage fees for 9-10 months until next season
2. Return to your location: Store at your facility until next season
3. Liquidate: Sell at discount through liquidation channels
4. Dispose: If storage costs exceed item value

Cost comparison example:

• Item value: $30
• Storage fees for 10 months: ~$1,000 (if full pallet)
• Return shipping: $25
• Recommended: Return to your location or dispose

Scenario 6: Customer Fraud Suspected

Situation: Customer returned wrong item or empty box

EFS provides:

• Photos of actual item received
• Weight and dimension verification
• Packaging photos

Your actions:

• Use documentation for customer dispute
• File fraud report with payment processor
• Decide whether to pursue customer for recovery
• Authorize disposal of wrong/empty items

Note: EFS provides documentation but cannot make fraud determinations or contact customers directly.

11. Coordinating with Manufacturers/Suppliers

Warranty Returns

If manufacturer requires physical return for evaluation:

Steps:

1. Contact manufacturer for return authorization (RA) number
2. Get return shipping address from manufacturer
3. Request EFS ship to manufacturer address
4. Provide RA number to include with shipment

Support ticket should include:

• Manufacturer name and address
• RA number
• Contact name and phone
• Any special labeling requirements
• Whether manufacturer provides prepaid label (if yes, email PDF to EFS)

Supplier Credits

If supplier offers credit for defective items:

Steps:

1. Contact supplier for return authorization
2. Determine if physical return required or if photos suffice
3. If return required: follow warranty return process above
4. If photos suffice: request photos from hurt bin notification and submit to supplier

Tip: Some suppliers accept photo documentation instead of physical returns, saving shipping costs.

12. Best Practices for Hurt Bin Management

Proactive Monitoring

Weekly:

• ✓ Check hurt bin notifications immediately upon receipt
• ✓ Review photos to assess actual damage
• ✓ Make quick decisions on obvious disposals

Monthly:

• ✓ Review monthly hurt bin summary (sent on 15th)
• ✓ Run Inventory Spreadsheet with hurt bin filter
• ✓ Make disposition decisions for all items over 25 days old
• ✓ Submit batch disposal authorizations for multiple low-value items

Cost-Effective Decision Making

Decision matrix:

Additional factors to consider:

• Can item be repaired?
• Can item be sold as “damaged” at discount?
• Does manufacturer offer warranty or credit?
• What is storage cost if held longer?

Documentation and Record Keeping

Maintain records of:

• Hurt bin notification emails with photos
• Disposition decisions and dates
• Shipping costs for returned items
• Manufacturer/supplier RA numbers
• Credit amounts received from suppliers
• Items disposed vs. items returned

Benefits:

• Track return rates by SKU
• Calculate true cost of returns
• Identify quality issues
• Support insurance or supplier claims
• Tax documentation for write-offs

13. Integration with Return Processing

The hurt bin is one component of the complete return process:

Complete return workflow:

1. Return Initiation → Customer ships return to EFS
2. Inspection → Item evaluated for restocking
3. Classification → Restockable or damaged
4. Hurt Bin (if damaged) → Held for disposition (You are here)
5. Disposition → Return, dispose, or liquidate
6. Resolution → Process complete

Related guides:

• Return Initiation Process – How returns get to EFS
• Return Inspection & Restocking – Evaluation and restocking criteria

Refunds & Credits – Financial aspects of returns