Customers may request a return on any product during the eligible return period of 15 days. Your store must offer all customers return options by mail or in-store.

You can see all open returns within Mirakl at Orders > Returns > In progress. You’ll see the return status, reason and return method on this dashboard.

 
 

Return Shipping Costs: Any costs associated with product return and shipping will be offset or deducted from your account. These charges will be labeled as “Manual Invoices” in your transactions. To view this in Mirakl, navigate to the Account > Transactions and then search by Order ID.

Important Notes:

Here are some key details to remember when responding to customer inquiries and processing returns.

• If a customer contacts you via messaging to request a return, instruct them to initiate the return through their Best Buy order history.
• Do not create or attach a return label in Mirakl. Best Buy will generate and provide return labels on behalf of the seller.
• For Best Buy to generate a return label, a refund (full or partial) must not be issued until Best Buy has initiated the return process.
• All refunds processed by Best Buy will include reimbursement of forward shipping charges, when applicable.
• It is imperative that Sellers ensure that the Return Address provided in Mirakl is accurate and up to date.

Multiple return methods are available, each requiring different actions from the seller. It is essential to understand these differences to ensure proper handling.
 

In-Store Returns:

Customers can bring most products back to any Best Buy store for an in-store return. A Best Buy store employee will process the refund for the customer upon confirmation that the product appears complete. Best Buy will then ship all products returned in-store to your return address. A link to the return tracking information will populate in the order screen once available.

• Once the return is received back to your location, mark the product as Received. This will automatically Close the return.
• If you disagree with Best Buy’s decision to accept the return, you may dispute it through the Seller Hub Payment Reconciliation Form within 90 days of receipt. When submitting form, select Dispute a Return within the topics section.
  • Payment Reconciliation - Partner Portal
     

By-Mail Returns:

When initiating a return through their Best Buy order history, customers can initiate the return as an “online” or “by-mail” return. Once initiated by the customer, Best Buy will issue a prepaid return shipping label that the customer can use to ship the product directly back to the seller. Once available, a link to the return tracking information will be displayed on the order details screen.

• Once the product is returned to you, you must accept or reject the return and process any applicable refunds within 48 business hours from receipt. If your return processing time exceeds this, Best Buy may step in and initiate the refund.
   
• To process the return:
  • Mark the product as “Received”
  • Inspect the product and determine if the return is Compliant or Non-Compliant
  • For Compliant Returns, follow these steps:
    • Click Check Compliance
    • Select Compliant
    • Click Save
    • Mark as Closed
    • Important: Marking a product as Compliant on a By-Mail return will issue a full refund to the customer.
  • For Non-Compliant Returns, follow these steps:
    • Click Check Compliance
    • Select Non-Compliant
    • Select Non-Compliant Reason
    • Click Save
    • Mark as Closed
    • Important:
      • For Non-Compliant Returns where no refund is given, sellers are required to generate a return shipping label and return the product to the customer.
      • Sellers should message the customer through Mirakl with the rejection reason and the tracking information.
         

Large and Multi-Box Returns:

Handling returns for large, bulky, or multi-box items will require a different process than standard product returns.

• If a customer needs to return a large, bulky, heavy, or other non-standard item that was shipped in multiple packages or via a less than truckload (LTL) service, you as the seller must coordinate the return directly with the customer and a return logistics carrier.
• Large items cannot be returned in store, nor can a Best Buy shipping label be used.
• Share all necessary return pickup details with the customer via messaging.
• Items that are shipped in multiple boxes also require direct coordination with the customer. Best Buy is only able to print one shipping label per item. If multiple return shipping labels are required for a product return, you must provide the customer with labels through messages.
• Once the return is received, you must promptly issue a refund.

• Mark Return as Received
  
   
  
   
• Mark Return as Compliant
  
   
  
   
• Mark Return as Non-Compliant
  
   
  
   
• Process the Refund
  
   
  
   
• Full Refund
  
   

Customers can initiate a return by navigating to their order history and selecting 'Start a Return'.

The customer will be asked to select their reason for return and disclose if the product has been opened or is unopened.

Customers are given options to return by mail or in-store. If they choose to ship their return, Best Buy will generate a return label to print.
 

Please note: Please note, once the return period has ended, the customer will no longer be able to start a return. Customers may still contact your store post-purchase, and an incident will be opened. Example: