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At ManoMano, we are convinced that the return experience is key for our customers, and studies have proven the impact of better return conditions on increased sales and customer loyalty. Moreover, offering free returns is a market standard of marketplaces. That’s why we offer free withdrawal return for our most loyal customers.

The action required from you depends on whether you have subscribed to ManoFulfillment.


  1. You have not subscribed to ManoFulfillment


1. I receive a return request through email & in the Toolbox (Returns section).



2. I connect to the Toolbox > Return section and I click on “Send Instructions”. 



3. I check if the “loyal customer” tag appears: in addition to the tag, a blue insert reminds me that I do not have to ask the customer to pay the return fees. 



4. I send the return instructions (label/home collection) without asking the customer to pay any return fee:

4.1 I upload the return label.

4.2 I fill in the return cost: here I need to add the price of the return label I generated or the price of the home collection. This will be sent to ManoMano so that we can refund* you for payout.
* Please note that exorbitant fees may not be accepted - we can carry out random checks and assess whether the costs you declare are realistic.


4.3 I add the tracking number, carrier and drop point URL.

4.4 In the instructions, I double check that I do not ask the customer to pay for return fees.


5. I receive and verify the returned product upon reception. I go to my Toolbox, return section and add the order reference in the search bar to find the related return? I click on “refund” if the content is the right one. 



6. I refund the order without deducting any return fee. 



7. I have been refunded the fees that I declared by ManoMano in the next payout.



  1. You have a ManoFulfillment contract


You don’t have to do anything, as the customer service of ManoMano will take care of:

  • managing the requests

  • provide a free prepaid return label

  • refund the orders once a proof of return has been sent by the customer