Handle unannounced returns
Last updated
Last updated
Unannounced returns occur when a customer returns an item without prior notification or communication. Spontaneous returns, which have not been announced by the customer beforehand, can be easily managed using the returns app.
When launching the returns app, there is the option to scan the package (shipping label or return note) to quickly identify the return.
If there is no label available to scan, users can manually search existing returns. It is possible to search by customer name, order number, short ID, or shipping ID.
If the search result is not unique — for instance, when searching for common names — all matching results will be displayed.
In the return process, it is not always possible to scan the return label's QR code to identify the tracking ID/return. This is only feasible if the QR code on the return label contains only the tracking ID without any additional information.
We recommend prioritizing the scanning of the return note whenever possible.
Upon clicking on a return that already contains returned items, you have the option to either review those returned items or create a new return. The new return will only include the remaining items, of course.
Once you have selected a return and wish to create an ItemReturn, you can either scan or manually select all the items in front of you that you wish to process.
First, select or scan all items you want to include in the return process, then click "Next" to proceed.
You will then be guided through each item, where you can review item details to ensure accuracy. Here, you also have the option to adjust the quantity of each item in case of any errors.
Review and provide any additional requested information. While optional, providing as much detail as possible helps maintain an effective return process.
Once configured, select all applicable return reasons for the item in front of you. The customer may have provided a reason for returning the item, which you can choose accordingly.
If you want to specifiy the return reasons for several items differently, please refer to the FAQ at the end of this page.
More about the configuration of return reasons can be found here.
Once configured, you can select the condition of the items here. Only one selection is available. If you choose any condition other than "undamaged," the app will prompt you to specify how many of your selected items are damaged, and you can also add a comment.
If you want to specifiy the item conditions for several items separately, please refer to the FAQ at the end of this page.
Default values for item condition in the backend are not provided. For our returns app we are providing a default value which is "undamaged". If no additional conditions are specified through the backend, the conditions will not be displayed here.
More information about the configuration of item conditions can be found here.
If you want to have items checked again or if you are uncertain about its returnability, you can select to trigger a review for the selected items.
These items will be assigned the status waiting_for_input and can be assessed and accepted or rejected for example in the returns section of our Backoffice.
Once all information is provided and ready for finalization, you can review all the details in an overview.
If changes are needed for specific items, you can use the edit button located at the upper right corner of each item.
To add more items, click the "Add item" button at the bottom of the page. This allows you to select additional items remaining from the customer order.
Proceed through the further steps in the same manner until you return to the overview. Once everything appears correct, click the "Finish return" button. You will then be redirected to the app's starting point, making it easy to continue with your next return process.
