Appalling returns process. Rakuten Kobo make you pay for returns on their already expensive ereaders. On top of this, you have to go through their customer service to even submit a return request via the chatbot. There's currently no webpage to independently submit a return. In addition to this, I had to contact them multiple times as the first time the customer service rep didn't submit the return authorisation. On the second attempt I have now got it authorised - but apparently the returns label is 'pending'? So it cannot be printed, it's baffling as to why the returns label is withheld at all.I have never ever encountered a returns system this cumbersome and inconvenient, especially for a large enterprise like Rakuten Kobo. I would suggest avoiding using their returns system - if at all possible.
