Handle unannounced returns

These occur when a customer returns an item without prior notification or communication with you.

Spontaneous returns, which have not been announced by the customer beforehand, can be easily managed using our returns app.

Finding returns / orders

When launching the returns app, you have the option to scan the package (shipping label or return note) to quickly locate the return.

If there is no label available to scan, you can manually search through existing returns. You can 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 — you will need to review each result to identify the correct one.

In the return process, it isn't 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.

Step 1: Finding already returned items (return history)

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.

Step 2 & 3: Creating and processing a new ItemReturn

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.

Return reasons

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.

Item condition

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.

Trigger review

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.

Step 4: Finish creating a new ItemReturn

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.


I have multiple items within the same line item, and I want to specify a unique return reason or condition for each one. How can I accomplish this?

In our standard process, you first select all the items you wish to return in one step. For instance, if you have two or more items in the same line item, you will be guided through the process and provide information that is mostly applicable to both items.

If you have, for example, two items listed under one line item but wish to specify a unique return reason or condition for each, you can do so. Start by selecting the first item (1 of 2) in the initial round and enter all the necessary information, such as return reason and condition.

Once you reach the overview, just before finalizing the return process, select the "Add item" option at the bottom of the page. Then, choose the remaining item (1 / 1) and repeat the process.

By the end of this process, both items will be listed separately in two line items, each with the specified information.

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