This page provides instructions for how to return goods.
Return Goods
Before You Start
To see the committed funds removed from reports, if not all the funds will be used on the Purchase Order, refer to How To: View or Suppress Commitments and/or How To: Finally Close a Purchase Order.
Confirm how the order was placed (SmartMart Catalog Suppliers, Amazon Business or Non-Catalog Requisition) and proceed.
Be aware that:
- Some suppliers charge a restocking fee of as much as 20%
- Suppliers usually only accept returns within 15 or 30 days of the receipt of the product
- Certain items (radioactives, chemicals, refrigerated or frozen products) may not be returnable
- For software licensing, it may be required to fill out and sign a form guaranteeing that the product will not be in use
- In some cases, if a box has been opened, it can no longer be sold as a new product, and will not be returnable
In most cases, it will be expected to pay for any return shipping charges. Exceptions are:
- If the return is due to a vendor error
- If the supplier has their own delivery service
It’s advisable to contact the supplier's customer service department to initiate the return. Consult the records for a supplier name. Refer to the supplier page in SmartMart Catalog Suppliers for contact information.
For more information, refer to Shipping and Return Information for SmartMart Catalog Suppliers.
Amazon Purchases can be returned for a refund within 30 days of shipment.
- To return an item, access your Amazon Business account from iProcurement. Select <Your Name> Account for Business and navigate to Your Orders. Select Return or Replace items.
- To reach Amazon Customer Service, log into Amazon Business through iProcurement, select the Contact Us link from the bottom of any page, identify the type of issue you need help with, and select Email, Phone, or Chat when available.
- Chat with Amazon Customer Service here or (866) 486-2360
Return policies on items shipped and sold by a third-party seller from within the Amazon Marketplace may vary. Use the Contact Us link at the bottom of any page to reach Amazon Business Customer Support for more information about third-party returns.
Contact the buyer (for more information, refer to How To: View Requisitions, Purchase Orders or Invoices).
Contact the Financial Support Center, who will require documentation of the request to return the item at the end of the lease. They will notify Procurement, who will contact the supplier. To request a return of a leased item, disregard steps 3 and 4.
If the department wishes to buy equipment at the end of a lease, a new online requisition must be submitted, using the Standard Capital Equipment category and referencing the original lease purchase order number (for more information, refer to How To: Create a Standard Non-Catalog Requisition).
- Go to ofweb.stanford.edu
- Enter your SUNet ID and Password
- Select SU Internet Procurement
The order must not be cancelled. In order to apply the credit, the order must remain open.
- Select the Receiving tab
- On the Receipt Details page, select Return items
- Enter the quantity being returned
- Select Submit
- The history in iProcurement was updated.
- The supplier will issue a credit to offset the original invoice.
- If an item was damaged during shipping or not received, contact the vendor to obtain the correct item.
- If returning the item and not receiving a replacement on the same purchase order, that purchasing commitment can be removed from reports. For more information, refer to How To: View or Suppress Commitments.
