Seel Return Assurance Merchant FAQ

What is Seel Return Assurance?

Seel Return Assurance gives customers peace of mind while shopping online. By purchasing Seel Return Assurance at checkout, customers have the option to return items that are otherwise non-returnable. For full details, please refer to the specific Seel Return Assurance policy posted on the merchant's return policy page.

What kind of returns are not covered under Seel Return Assurance?

Seel Return Assurance does not cover returns that result from merchant errors such as sending the customer the wrong item, a defective item, the wrong size, or the wrong color.

What kind of returns are covered under Seel Return Assurance?

Customers can return items under Seel Return Assurance for any reason other than a reason due to merchant error. For example, customers can return items because they don't like the fit, they don't like the color, or they simply changed their mind.

How does the customer know if/when their return is approved?

If the returns are going back to Seel, Seel will let the customer know when the return is approved. If the returns are going back to the merchant, the merchant will let the customer know when the return is approved.

When should a customer's return not be approved under Return Assurance?

All returns must meet the terms of the Seel Return Assurance policy to be accepted. This includes initiating or shipping back the return within the required time frame and making sure the item is in its original condition with all tags attached. If all the terms are not met, the merchant should reject the return.

Please note that if the customer received the wrong item or a defective item from the merchant, it is the merchant's responsibility to rectify the situation.

What happens if the merchant shipped the wrong item?

If the merchant shipped the wrong item, it is the merchant’s responsibility to send a replacement or refund depending on the merchant's standard policy. This is not covered under Return Assurance.

What happens if the merchant shipped a defective item?

If the merchant shipped a defective item, it is the merchant's responsibility to send a replacement or refund depending on the merchant's standard policy. This is not covered under Return Assurance.

How does the customer receive their refund?

The refund will be issued through the merchant in the customer's original method of payment.

How will Seel make the refund payout?

The refund must first be processed through the merchant's Shopify store. Once the refund has been issued through the merchant's Shopify store, the refunded item will appear in the merchant dashboard. Then, the merchant will submit a payout from Seel through the merchant dashboard. Please see this Loom video on how submit a payout request: https://www.loom.com/share/bb28bf89ed3b44f2a7712fc3ea8c0601

Kover will immediately initiate the payout to the merchant upon a payout submission. The length of time it takes for the merchant to receive the funds will be dependent upon Stripe and the merchant's specific bank's processing time.

Why is Return Assurance not available for certain orders?

Return Assurance is not available for certain orders due to certain risk profiles of the items in the cart.

Can customers use a discount code to purchase Return Assurance?

Seel will always collect the full Return Assurance fee from the merchant even if the customer uses a discount code.

How can I contact Seel customer service?

Merchants can send the Seel team an email at merchant@seel.com
Shoppers should email the Seel team at returns@seel.com