Processing Return Requests on Jet Orders

Jet classifies returns and refunds into two categories:

  1. Returns: Requested by the buyer through Jet.
    • As a seller, there is no way for you to process a return through Jet's user interface. In this article, we will show you how to process returns through Solid Commerce.
  2. Refunds: Initiated by you as the seller. You will most commonly initiate a refund when a buyer ships an item back to you without requesting a return through Jet first. To learn how how to process a refund, please see Initiating Refunds for Jet Orders.


What we'll cover:

  1. Setting Up Your FTP Site
  2. Overview of the Return Process
  3. Processing a Return
  4. Field Descriptions
  5. Viewing Your Results
  6. Downloadable Template for Processing Returns
  7. Related Articles


Setting Up Your FTP Site

The Jet returns process works through a File Transfer Protocol (FTP) file exchange. In order to process returns, you need an FTP site.

If you already have an FTP site, please provide the URL, Username, and Password to your Account Manager or our support department. If you don't have an FTP site, please let us know so that we can assist you.

Inside your FTP site, create two folders:

  1. Folder Name: JetReturns - Add this folder directly inside your FTP. Don't put it inside another folder.
  2. Folder Name: Acks - Add this folder inside the JetReturns folder.

If you aren't familiar with using FTP sites, installing a free FTP client like FileZilla makes logging in and managing files easy. You can drag and drop files between your computer and your FTP site through the FileZilla user interface.

Here is the direct download for FileZilla.


Overview of the Return Process

1) The buyer requests the refund or return through their Jet account or by contacting Jet's support.

2) They select which items they want to return and provide a reason for the request.

3) If you have more than one warehouse, Jet determines which location the return should be sent to.

  • You can specify which of your warehouses accept returns on the Fulfillment & Returns Settings page in your Jet partner portal.

4) Jet produces a shipping label for the return which includes the Jet Return ID number.

5) Jet notifies you about the return.

6) Unless Jet waives the requirement for the buyer to ship the order back to you, you should wait to receive the shipment before you take further action.

7) You populate the template attached to this article and upload it to your FTP site, as described in the next section: Processing a Return.


Processing a Return

After you receive your item from the buyer (assuming Jet required them to send the item back):

1) Open the Excel template attached to this article (JET_RETURN_MMDDYYHHMMSS.csv).

2) Log in to your Jet partner account.

3) Select Orders from the sidebar menu.

4) Click on the Returns tab. Find the order that was returned.

5) Click on the Return Authorization number.

6) In the overlay window, click the View Raw Data link.

7) Don't worry about the code. You just need to copy and paste a few values into Excel.


8) Populate the rest of the fields in the template by following the specs in the Field Descriptions table below.

9) If your buyer returned multiple items from their order, you need to enter each item on its own row in the file.

  • Jet assigns each item in the order a unique order_item_id.

10) Save the template as a csv file (Comma Separated Values). Name the file as follows:

  • Replace the MMDDYYHHMMSS text with the two digit month, two digit day, two digit year, two digit hour (using the 24-hour clock), two digit minute, and 00 for the seconds.
  • EXAMPLE: If it is July 22, 2016 at 3:30 pm, your file name would be: JET_RETURN_072216153000.csv.
  • The time doesn't need to be exact. Adding the time to the file name allows you to process multiple return files on the same day if needed. Each file needs to have a different name.

11) Upload the file into the JetReturns folder on your FTP site.

12) We will process the file and then upload an acknowledgement file to your FTP site.


Field Descriptions

Field Name Field Description

Copy the return_id value from the Raw Data overlay window in Jet's partner portal and paste it in this field.


Copy the merchant_order_id value from the Raw Data overlay window in Jet's partner portal and paste it in this field.


Do you agree to refund the total amount?

Valid Values:

    • true - You agree to pay the total return charge that Jet specified in the return notification they sent you.
    • false - You disagree with the return charge. If you enter false, you must populate the return_charge_feedback field.

The reason you don't agree to refund the total charge that Jet specified in their return notification to you.

Valid Values:
outsideMerchantPolicy, notMerchantError, other


Copy the order_item_id value from the Raw Data overlay window in Jet's partner portal and paste it in this field.


The total quantity of the item that your buyer returned to you.


The quantity of the item included in your refund to the buyer.


If you aren't providing a full refund to the buyer, select a reason from the list of valid values.

You don't need to populate this field if you are providing a full refund.

Valid Values:
item damaged, not shipped in original packaging, Item is missing parts/accessories, Wrong item, WrongItem, Returned outside window, ReturnedOutsideWindow, Restocking fee, Rerouting fee


Provide any additional information about why you aren't refunding the full amount to the buyer.


The amount of the product price you are refunding for the item.

Copy the value from the raw data.


The amount of the sales tax collected for the item that you are refunding.

Copy the value from the raw data.


The amount of the shipping cost that you are refunding.

Copy the value from the raw data.


The amount of the sales tax collected on the shipping charges that you are refunding.

Copy the value from the raw data.


Viewing Your Results

After we process your returns file, we create an acknowledgement file confirming the results. We add _Ack to the end of the name of the file you uploaded and save the results file in the Acks folder on your FTP site.

To view your results, open the acknowledgement file.

  • If the return_status is TRUE, your file was processed successfully.
  • If the return_status is FALSE, you will see the reason that the file failed in the ErrorMessage column.

Here's an example of an acknowledgement file in case you want to see what it looks like:


Downloadable Template for Processing Returns

This is the file that you need to populate and save to your FTP:


Related Articles


Attachments from the Downloadable Template for Processing Returns and Viewing Your Results sections:

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