How does a customer return a parcel?

Either by dropping it at an active PUDO partner location in the MFT network, or by handing it back on a delivery run. Which options exist depends on the market and the partner network live at the time of the order, shown in each country page's capability matrix.

What happens to a refused cash-on-delivery parcel?

No cash is collected, the parcel re-enters the returns flow against its original order reference, and the refusal is itemised on your reconciliation statement with its reason code.

Who decides whether a returned item is restocked?

You do. MFT inspects the parcel on intake, records condition and reason code, and applies your standing rule — restock, dispose, or return to you. Held stock is reported on the same manifest as the rest of your inventory.

Who pays for the return leg?

That is set in your service agreement, not fixed on this website, because it varies by market, product category and volume. The reason code captured at refusal or collection is what any charge is applied against.

Returns Policy | MFT Fulfillment Centre

Returns Policy

This page describes how MFT handles returns operationally. Commercial terms — windows, fees and who bears each leg — are set in your signed service agreement.

1. How a return reaches us

A return can reach MFT in two ways: a customer drops the parcel at an active PUDO partner location in the MFT network, or the parcel is brought back to an MFT warehouse on a delivery run. Which options are available depends on the market and the active partner network at the time of the order — see the capability matrix on each country page.

2. Inspection

Every returned parcel is logged against its original order reference and inspected on intake. The inspection records the parcel condition, whether the item is sealed or opened, and the reason code captured at collection or delivery.

3. Restock or seller decision

Items that pass inspection are restocked into your available inventory. Items that fail inspection, or that fall outside the conditions in your service agreement, are held and flagged for your decision — restock, dispose, or return to you. Held stock is reported on the same manifest as the rest of your inventory.

4. Cost of the return leg

Who bears the cost of the return leg, the inspection, and any onward disposal is set in your service agreement. It is not fixed on this website, because it depends on market, product category and volume.

5. COD and refused parcels

A refused cash-on-delivery parcel is treated as a return: no cash is collected, the parcel re-enters the returns flow, and the refusal is itemised on your reconciliation statement. See COD & SLA notes for how that appears in settlement.

6. Return windows

Return windows, reattempt limits before a parcel is treated as a return, and any storage period for held stock are agreed per seller and documented in the signed service agreement. This page does not set them.

7. Questions about a specific return

Raise it against the order reference with your operations contact, or email info@mftfulfillmentcentre.com.