Announced returns

Introduction

Announced returns are returns where the customer notifies the retailer in advance about the return. This notification typically includes information such as the reason for the return.

More information can be found under Products – Returns Management.

Description

Finding an announced return

When launching the Returns App, the user has the option to scan the package (shipping label or return note) to quickly locate the return.

If there is no label available to scan, a manual search can be performed through existing returns. The search can be conducted by customer name, order number, short ID, or shipping ID.

If the search result is not unique — for instance, when searching for common names — each result must be reviewed to identify the correct one.

Available announced returns are highlighted with a tag indicating announced items.

In the return process, it is not always possible to scan the return label's 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 result with announced return

Processing an announced return

Selecting the highlighted return displays an overview of the announced returns. This screen appears if the customer has announced multiple returns from one order.

When a return with announced items is selected, it can be processed. The user is then directed to an overview of returnable items. The announced items are pre-selected and contain all information provided by the customer, such as return reasons.

Review the provided information and add any additional details if needed by using the edit button (pencil icon). Items can be added or removed during this process if the information provided by the customer was incorrect.

Finally, a summary screen allows for a final review of all details. Complete the process to create an ItemReturn that includes all necessary information.

Overview of announced returns

Processing announced return items