How Good360 Handles Refund Requests

Good360 aims to provide a seamless experience for nonprofits sourcing donated goods. However, we understand that issues may arise. This article outlines the specific conditions under which refunds or Good360 credits may be issued, the process for requesting them, and important details related to returns and shipping costs.

Refund eligibility criteria

Good360 offers refunds or catalog credits under the following conditions:

• If donated items are severely damaged during shipping.
• If your shipment is missing items.
• If you receive the wrong shipment or the wrong items.
• If your shipment is lost and never delivered to the address on file in your Good360 account.
• If your donation is never fulfilled.

To apply for a refund, submit a Help Ticket within 30 days of delivery. Please provide as much detailed information as possible including:

• Images or video of the donated goods you received.
• A detailed description of the condition or quality of goods upon arrival.
• Total quantities of the goods your organization received.
• A detailed description of any damaged items.

Returning carton donations to Good360

If you experience a situation where your organization must return donated goods to Good360, you may be responsible for the return shipping cost.

Below are our guidelines for returning goods:

• Unsuccessful Deliveries: If a donation cannot be delivered due to your organization's unavailability or refusal, you will be responsible for the return shipping costs.
• Unwanted Donations: If you receive a donation but decide it's unsuitable for your needs, you'll be responsible for the return shipping costs.
• Refund/Credit Adjustments: Any refunds or credits issued for returned donations will have the return shipping costs deducted.
• Return Shipping Cost Verification: All returns may be subject to review to verify shipping costs.

Pallet and truckload donations are not eligible to be returned to Good360. If you experience an issue with a Bulk LTL shipment or a truckload donations, please contact our Member Services team by submitting a Help Ticket.

Retail Match partnerships

For organizations participating in Retail Match partnerships, refunds or credits are unavailable during the initial 60-day startup period. If your partnership does not result in your organization receiving any product donations within the first 120 days of your partnership, a refund or credit may be considered on a case-by-case basis. Please submit a Help Ticket to begin the inquiry.

Refund and credit options

When eligible for a refund or credit, organizations have two options:

• Refund: Refunds are issued to the credit card used for the original transaction. The process typically takes 7-10 business days.
• Good360 Credit: If a Good360 credit was used for the original transaction, the credit will be restored to your account. Good360 credits can be used for future orders and are valid for 12 months.

Important: Good360 credits cannot be redeemed for cash.

How to request a refund or credit

To request a refund or credit:

1. Submit a Help Ticket within 30 days of receiving your order.
2. Provide detailed information about the issue, including photos of damaged items.
3. A Good360 representative will review your request and contact you within five business days.