In the Service Module, you can create a controlled return (expected return) on behalf of your customer.

Creating a return is supported in 2 ways:

  1. Authorized return (with pre-authorized return link
  2. Return created by agent

Authorized return (with pre-authorized return link)
This option allows you to create an authorized return link that you can send (email) to your customer to finalize the return. By clicking the link your customer will navigate to a pre-authorized return in the Advanced self-service module. This option is designed to pre-create a return as an agent but still allowing the customer to finalize it by making some specific choices (for example choosing the preferred shipping option).

This option supports return policies that have been set up with following parameters:

  • Return policy active
  • No order connector
  • Set up for the Advanced Portal

Process steps for the agent:

  1. select return type (mandatory)
  2. select customer (mandatory)
  3. Add order number (can be skipped)
  4. Add product (can be skipped)
  5. Answer return surveys (can be skipped)
  6. Complete return (mandatory)

As a result, the system will created a pre-authorized return link.

By clicking the link, the customer needs to complete following process steps to receive a return number and return shipping label:

  1. All steps that have been skipped by the agent
  2. Check or add address details
  3. Select shipping option
  4. Confirm checkout

Return created by agent

This option allows you to create an authorized return. This option is designed to fully create a return for the customer. The system will send the return shipping label by email.

This option supports return policies that have been set up with following parameters:

  • Return policy active
  • No order connector
  • Set up for the Slim or Advanced Portal

Process steps for the agent:

  1. select return type
  2. select customer
  3. Add order number
  4. Add product
  5. Answer return surveys
  6. Complete return

As a result, the system will open a return in the return authorization mode. 

Here you can complete and authorize the return in the normal way.

  1. Update address (a default address can be selected if set up)
  2. Authorize
  3. Select carrier
  4. Submit return
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