fulfillmenttools
  • Welcome to the fulfillmenttools Platform Documentation
  • Getting Started
    • Setup your access to fulfillmenttools
    • Make your first API Calls
      • Add your first facility
      • Add your first listing
      • Place your first order
    • Core concepts & terminology
      • Order Flow
    • Postman Collection
    • Client SDKs
    • FAQ
  • Clients
    • Backoffice
      • First steps - Registration
      • Network view
        • Home
        • Orders
          • Unroutable orders
          • Pre-orders & Backorders
          • Order History
        • Inventory Management
          • Stock Overview
          • Channel Inventory
        • Facilities
        • Users
        • Returns
        • DOMS configuration
        • Settings
        • Analytics
          • DOMS Pages
          • Fulfillment Operations Pages
          • Inventory Pages
          • Downloads Page
      • Facility view
        • Home
        • Inbound
        • Tasks
        • Listings
        • Storage Locations
        • Facility
        • Users
    • Inventory app
      • Registration Inventory App
      • App sections
        • Inbound
        • Storage and relocation
    • Operations app
      • Android
        • Manual Registration
        • Android Enterprise Registration
        • Sections
          • Picking
            • Load Units (legacy)
            • Substitute items
            • Weighed or measured products
            • Scanning configuration
            • Picking Methods
              • Batch Picking
              • Multi Order Picking
          • Packing
          • Handover
          • Returns (legacy)
        • Printing
        • Notifications
      • Webapp
        • Packing
      • Overview features Android & Webapp
    • Technical requirements
      • Zebra Hardware Scanner Configuration
      • Honeywell Hardware Scanner Configuration
      • Supported barcodes for camera scanning
      • Requirements for fft applications
      • Zebra printer
    • Returns app
      • Handle unannounced returns
      • Handle announced returns
  • Products
    • Core Functionality
      • Process
        • External actions
      • Add and manage facilities
      • Notification Center
      • Checking on features
      • Tags and Stickers Concept
      • GDPR
      • Remote Configuration
      • Expiry
      • Target time
      • Time calculation for queries of future availabilities (LPS-calculation)
      • Interfacility Transfer
    • Carrier Management
      • Overview
        • Available Carriers
      • Concepts
        • Carrier Country Service Mapping (CCSM)
        • Non-delivery-days
        • Custom Carrier & Headless operation of Carriers
      • Providing needed data
    • Fulfillment Options
      • Fulfillability Check
      • Checkout Options
        • Available fulfillment options based on basket
        • Earliest possible delivery date
        • Available delivery dates within time-period
        • Availability for delivery date
      • Delivery Promise
    • Inventory Management
      • Configurations
      • Entities
        • Listing
        • Stock
          • Stock Properties
        • Storage Location
        • Zone
      • Global Inventory
        • Stock availability
        • Channel Inventory
        • Expected stock
        • Inbound Process
        • Reservations
        • Safety Stock
      • Inventory Control
        • Inventory Traits
        • Measurement Units
        • Outbound Inventory Tracking
        • Storage Location Recommendations
    • Order Fulfillment
      • Headless Order Fulfillment
      • Pick Jobs
      • Zone picking
      • Load Units
      • Custom Service
      • Handover Jobs
      • Add External Documents
      • Configurations
        • Picking Configuration
          • Picking methods
          • Short Pick Reasons
        • Packing Configuration
          • Packing Container Types
        • Print / Document Configuration
        • Tag Configurations
          • Parcel Tag Configuration
        • Handover Configuration
        • Operative Container Types
    • Order Routing
      • Entities
        • Ship-from-Store Orders
        • Click-and-Collect Orders
        • Locked Orders
        • Custom Services Orders
          • Simple Custom Service Order
          • Complex Custom Service Order
      • Fences
      • Ratings
      • Order Split
        • Order split - initial routing
        • Order split after shortpick
        • Item bundles
      • Reroute
      • Shape the routing with the DOMS Toolkit
      • Decision logs
    • Returns Management
      • Returns legacy
        • Available status
      • Returns 2.0
        • Return Reasons
        • Item Conditions
        • Integrating Returns with Events
    • Use Cases
      • Demand-Driven Replenishment
      • Expected stock in availability
      • Multi Order Picking
      • Interfacility transfer
      • Assigned Users
  • Connecting to fulfillmenttools
    • General Topics
      • Use external identity providers to authenticate to fulfillmenttools
        • Microsoft Entra ID / Azure Active Directory (AD)
      • Public Event Export
      • Available Regions
      • Backup Policies
    • GraphQL API
    • RESTful API
      • General Topics
        • API Release Life Cycle
        • Versioning
        • Authorization
        • Customization via Attributes
        • Update Guarantees
        • Rate Limits
        • Resource Timestamps
        • Pagination Interface
        • Localization
        • Custom Attributes
      • OpenAPI Specification
        • Swagger UI
        • OpenAPI 3.0 Spec
    • Eventing
      • Structure of an Event
      • Available Events
      • Tutorial
    • commercetools Connect
    • Integration Tutorial
      • Adding facilities
      • Adding listings to facilities
      • Configuring stocks
      • Carrier configuration
      • Placing orders
      • Checkout Options
      • Distributed Order Management System (Routing)
      • Local fulfillment configuration
  • Incident Reporting
    • How to report incidents in fulfillmenttools
    • How to define incident priorities
  • Release Notes
    • Release Summary – May 2024
    • Release Summary – June 2024
    • Release Summary – July 2024
    • Release Summary – August 2024
    • Release Summary – September 2024
    • Release Summary – October 2024
Powered by GitBook
On this page
  • Introduction
  • Description
  • 1. Identify return
  • 2. Finding already returned items (return history)
  • 3 & 4: Creating and processing a new ItemReturn
  • 5: Finish creating a new ItemReturn
  • FAQs

Was this helpful?

  1. Clients
  2. Returns app

Handle unannounced returns

PreviousReturns appNextHandle announced returns

Last updated 5 months ago

Was this helpful?

This page is outdated. Please go to our new documentation under .

Introduction

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.

Description

1. Identify return

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.

2. 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.

3 & 4: 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.

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.

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.

5: 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.

FAQs

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.

More about the configuration of return reasons can be found .

More information about the configuration of item conditions can be found .

These items will be assigned the status waiting_for_input and can be assessed and accepted or rejected for example in the .

here
here
returns section of our Backoffice
https://docs.fulfillmenttools.com/documentation
Select to scan code or search manually
Manual search to find return
Scan barcode to find return
Search results
Select to create new return or check already returned items
List of already returned items
Select return reason(s)
Select item condition(s) & trigger review
Overview of your given information
Success info: Return created