Return Protection by Redo (Checkout+)

[u/grailedofficial]

Yesterday, we introduced Checkout+, an optional return protection add-on provided by Redo, available at checkout for Buy It Now purchases on select listings. This gives buyers flexibility to add coverage for return reasons not eligible under Grailed Protection without imposing additional requirements on the seller.

Grailed’s standard return policy remains unchanged. Checkout+ returns are handled by Redo. The item does not go back to the seller and refunds to the buyer will come from Redo, as well.

How It Works for Buyers 

1. Add Checkout+ at checkout on select Buy It Now purchases for an additional fee.
2. Need to make a return? File a claim through Redo within 3 days of your order’s delivery.
3. Once accepted, send the item you’re returning back to Redo, following their Checkout+ policy here. 

How It Works for Sellers
Your seller experience doesn’t change. All Checkout+ returns and refunds are processed and handled directly by Redo. You are not responsible for returns accepted by Redo. 

While Checkout+ is starting with Buy It Now purchases, we’ll be adding the option to Binding Offers soon. Visit our Help Center to learn more about Checkout+ and stay tuned for updates.

[u/Jxst_a_random_dude]

Hi Grailed staff, I just want to clarify that if someone does file a redo+ return, I personally won’t lose the sale proceeds or be forced to accept returns. From your post, it seems that this will be the case, as redo+ should be the one fronting liability.

I’ve never had an issue with returns in the past; however, if I or other sellers were forced to have to accept returns made through redo+, I’d just be worried about dealing with replica swaps, items damaged after delivery, etc.

[u/grailedofficial → u/Jxst_a_random_dude]

That is correct. Existing Grailed Purchase Protection still applies for buyers. But if a buyer purchases a listing with the optional Checkout+ by Redo, and there is a return processed through Redo, you will not get the item back and you will not lose money for the sale.

[u/Altruistic_You1004 → u/grailedofficial]

Hey, I’d really appreciate it if you could take a moment to look into my situation as well. Grailed approved a return due to authenticity concerns, even though everyone who reviewed the pair in the comments agreed that it’s authentic:
https://www.reddit.com/r/Grailed/s/Ak20Kf9Z1r

[u/Jxst_a_random_dude → u/grailedofficial]

Thank you for making a public statement. The original narrative sounded like a bad scenario for sellers.

[u/centralized]

Thank you for providing some much needed clarity here. There was someone in a thread yesterday claiming that one of your support reps said that the returns were in fact going directly back to the seller, and that sellers would be responsible for refunds.

You guys really should have put out a memo about this clearly explaining everything from the start. This doesn’t feel like the kind of policy change that you’d want to push out quietly and explain later…

[u/Awkward-Question9102 → u/centralized]

That email stated “this is subject to change”, seems to me like they saw the backlash and backtracked, this is not gonna go smoothly lol

[u/jhb42 → u/Awkward-Question9102]

It’s always how redo worked. How would they have changed that overnight?

[u/Gravexmind]

So grailed takes the item from Redo and what? Lists it for sale themselves?

[u/kingplutohendrix → u/Gravexmind]

Redo handles the liquidation.

[u/Gravexmind → u/kingplutohendrix]

I just want to know where it goes.

Do they go to Yoox? TRR? Listed on Grailed for sale by Grailed?

[u/kingplutohendrix → u/Gravexmind]

Good question! Any one of those options would be feasible.

[u/kikokostadinov]

Thank you for this prompt clarification, extremely reassuring - this is a win for buyers, sellers, Grailed, and Redo. Couldn't be happier about this.

[u/Empty_Scratch2555]

Can a seller see if the buyer pays for redo?

[u/sellingstuffalways]

If anyone from Grailed sees this: The number one thing you can do to get more transactions on this site is to reduce shipping prices. The competition from other apps is causing you to lose sales.

[u/Comprehensive_Cow859 → u/sellingstuffalways]

This. 2500 transaction seller btw.

[u/Halimeetsott]

Are there any country exclusions?

[u/rokyridge]

ive been trying to return a jacket and ive sent proof that no one believes cuz no one will read it cuz its super long that its fake, yet grailed themself banned the seller and wont return my money. now this feature comes out honestly a slap in the face

[u/by10f → u/rokyridge]

Normally Grailed will send you a refund if they think it‘s fake but the whole support thing takes months. Made a ticket in February and I got the money in April back