We provide scripts and advice tailored to each return scenario
If a customer needs to return an item, our team at Dropshippers can send you ready-made scripts to use with your supplier or channel. These scripts cover the main reasons for returns in South Africa: fabric faults (such as pilling or colour bleed), size mismatches, and expired or close-to-expiry goods. We focus on common product lines seen in local dropship channels, including how humidity or transport from inland to coastal affects packaging and fabric condition.
You can also ask us to review fulfilment notes, check return clauses in your supplier's terms, or help you meet marketplace SLA timelines. The returns playbook is kept up to date for regional desks and peak season surges.
Step by step: how to start a return and what happens after you email us
First, forward the original customer complaint and the order confirmation. Use the subject line 'Return request: [order number]'. State the reason for return to fabric, sizing, or expiry to and add any supplier feedback you already have.
We will reply with: a script to send your supplier, a checklist for the correct carton class (for couriers), and notes to include when booking the return. If your return includes personal info, we will flag any POPIA or VAT paperwork you need to handle.
Next, you send the script and details to your supplier or channel. Our team will support you through replies and help you track each stage, including return booking, courier collection, and credit or exchange confirmation.
- Forward order details, complaint, and photos to our mailbox.
- We send scripts and checklists for your supplier return.
- You book the return, using our notes for couriers and paperwork.
- We help you follow up until the return is closed.
What we need from you to keep returns smooth and POPIA-compliant
For every return, send us a clear copy of the VAT invoice and proof of purchase, along with the customer's return reason and any comments on box condition. This helps with compliance and smooth handover to couriers, especially for high-value or urgent returns.
Please mention if the return is from a marketplace, WhatsApp shop, or DTC channel, as each has different SLAs and carton handling rules. If the product expiry or humidity is a concern, note the date code and storage details.
Refer to our returns playbooks and resources for more detail or contact your closest ops desk if the return involves bulk MOQ issues or disputed supplier credits.
