Welcome to the release note for the 16th of July 2018. This release note is to provide you a summary of the various changes, updates and fixes included in the latest update to the 12return returns management system.

This is a major update that affects the returns authorization and reverse logistics processes in the Service module. These features are part of our Return Bird solution.

New and improved UPS return services

We have upgraded the integration with UPS to support 3 return services:

Drop-off to a UPS Access Point:

This is an existing service that has been improved. When creating a return the customer can now find a UPS Access Point via the customer portal.

Pickup by UPS (with booking):

This is an existing service that requires the customer to schedule a pickup appointment with UPS.

Pickup by UPS (attempt):

This is a new service that does not require the customer to print a return label and to schedule a pickup appointment with UPS. When the return has been authorized, UPS will automatically make a pickup attempt the next business day (in case of service RS1) and another attempt on the 3rd day (in case of service RS3). The driver will bring the return shipping label with him.

Improved shipping instructions

For all carrier services, we have improved the way you can present the shipping instructions to the customer. The specific instructions for a carrier, as defined in carrier settings, will be presented in 2 ways:

  • On the last page in the self-service module where the customer can download the return shipping label (the information will be displayed by default).
  • In the Shipping Email (the information will be included when you have included the Shipment Information widget in your Shipping Email template.

Creating a return

We have improved the way a return can be created by the customer or an agent. This new feature is only available in the new service module:

We now differentiate between 2 types of return that can be created in 5 ways:

Controlled returns:

Controlled returns are returns that are created and shipped via 12Return. This means that the destination and the carrier to ship the return will be determined by the Routing Plan as defined in logistics settings. Controlled returns can now be created in several ways:

  1. By the customer with automatic approval (existing)
  2. By the customer with manual approval by an agent (existing)
  3. By the agent on behalf of the customer (improved)
  4. By the agent to completed by the customer (new)

The 4th option allows you to create a return up to a certain point (flexible) in the service module and then send a pre-authorized return link to the customer. By clicking the link the customer will be navigated to the customer portal, to finish the creation at the stage where the agent stopped.

In options 3 and 4 we also support the upload of products from a CSV file to add products to the return.

Uncontrolled returns:

Uncontrolled returns are returns that are created but not shipped via 12Return. This means that the destination and the carrier to ship the return will be not determined by the Routing Plan. As a destination, you can select any destination that has been set up. Uncontrolled returns can be returns that are shipped to you outside 12Return but still require a registration in 12Return in order to receive and grade these returns in the operations module. With uncontrolled returns, you are flexible to link any return channels to a single 12Return backend. Uncontrolled returns can be created in 2 ways:

  1. By the agent on behalf of the customer (improved)
  2. By an external system via API (such as the existing BOL.com connector)

In option 1, we also support the upload of products from a CSV file to add products to the return.

For using uncontrolled returns you need a separate return type + workflow to be set up. To set up uncontrolled returns, please contact our support team at support@12return.com.

Authorizing a return

We are introducing a lot of flexibility to the authorization process in the service module. We now support:

Changing a customer origin address:

During return authorization, you can now change the customer origin address to make sure that a correct route is assigned for controlled returns.

You can also correct an invalid address to make sure that the address passes our strict address validation rules that are needed to create carrier shipping labels.

Changing the destination:

During return authorization, you can now change the destination if you want to ship the return to a different destination. When changing a destination you select an alternative route from your routing plan. This option gives you much flexibility for exceptions such as shipping a return directly to a repair vendor.

Flexibility matters to us

With this release, we want to introduce much more flexibility to create, authorize, and ship a return. We believe that flexibility is key to allow you to adapt your return policy to changing customer expectations.

Forward outlook

In the meantime, we have started a new development project to improve the backend operational process in the operations module. This project will deliver new features to allow you to use 12Return as your operating system in the receiving, grading, and disposition process in your internal and external return center(s). These new features will be part of our Return Dock solution.

If you need any help with activating these new features, please contact our support team at support@12return.com.

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