Unannounced returns

Introduction

Unannounced returns occur when a customer returns an item without prior notification. These returns can be managed using the Returns App.

More information is available in the Returns Management documentation.

Description

Identifying the return

When launching the Returns App, scan the package shipping label or return note to identify the return.

If no label is available to scan, users can manually search for 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 a common name—the app displays all matching results.

In the return process, it is not always possible to scan the return label's Quick Response (QR) code to identify the tracking ID or return. This is only feasible if the QR code on the return label contains only the tracking ID without any additional information.

It is recommended to prioritize scanning the return note whenever possible.

Select to scan code or search manually

Manual search to find return

Scan barcode to find return

Search results

Finding previous returns

When a return that contains previously returned items is selected, the app provides options to either review those items or create a new return. The new return will only include the remaining items.

Select to create new return or check already returned items

List of already returned items

Creating a new ItemReturn

After selecting a return to create a new ItemReturn, scan or manually select the items to be processed.

First, select or scan all items to include in the return, then click "Next".

The app then guides the user through each item to review its details for accuracy. The quantity of each item can also be adjusted here to correct any errors.

Review and provide any requested information. Providing details helps to maintain an effective return process.

Return reasons

Once configured, select all applicable return reasons for the item. If the customer provided a reason, it can be selected from the list.

To specify different return reasons for multiple items, refer to the FAQ at the end of this page.

More information about configuring return reasons is available in the Return Reasons documentation.

Select return reason(s)

Item condition

Once configured, select the condition of the items. Only one selection is available. If a condition other than "undamaged" is chosen, the app prompts for the quantity of damaged items and an optional comment.

To specify different conditions for multiple items, refer to the FAQ at the end of this page.

The backend does not provide default values for item condition. The Returns App uses a default value of "undamaged". If no additional conditions are configured in the backend, the condition selection is not displayed.

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

Trigger review

If an item needs to be checked again, or if its returnability is uncertain, a review can be triggered for that item.

These items are assigned the status waiting_for_input and can be assessed, and then accepted or rejected, in the Returns section of the Backoffice.

Select item condition(s) & trigger review

Finishing a new ItemReturn

Once all information is provided, review the details in the overview screen.

To make changes to a specific item, 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 for the selection of additional items remaining from the customer order.

Follow the same steps for the new items until the overview screen is displayed again. Once everything appears correct, click the "Finish return" button. The app then redirects to the home screen to begin the next return process.

Overview of your given information

Success info: Return created

FAQs

How to specify a unique return reason or condition for multiple items from the same line item?

The standard process involves selecting all items to be returned in a single step. For example, when two or more items from the same line item are selected, the subsequent information provided applies to all of them.

To specify a unique reason or condition for each item, they must be processed individually.

First, select only one of the items and proceed through the steps to enter its specific information, such as return reason and condition.

From the overview screen, select the "Add item" option at the bottom of the page. Then, select the next item from the original line item and repeat the process, providing its unique information.

At the end of this process, the items appear as separate line items in the overview, each with its specified information.