When the return has been authorized the status of the return has changed to Logistics/Approved and the returns process continues with shipping the return. 

Ship a return in the hosted customer portal

Returns that have been authorized are ready to be shipped by the customer in
the shipping section of the hosted customer portal. The shipping process is supported in 2 ways:

  1. Drop-off: shipping changes the status to Logistics/Submitted (no further action needed)
  2. Pickup: shipping changes the status to Logistics/Requested (pickup booking needed)

Returns with status Logistics/Requested:

These returns require an additional action in 12Return to schedule a pickup with the chosen carrier. Depending on the carrier service this pickup appointment needs to be made by the customer (in the hosted customer portal) or by the agent (in the service module). Once the pickup has been scheduled the status of the return will change to Logistics/Submitted.

  1. If the pickup needs to be scheduled by the customer, the customer will directly see a booking option in the shipping section of the hosted customer portal.
  2. If the pickup needs to be scheduled by the agent in the service module, a new 'book pickup' action will be available under Available Actions in the return summary.

Pickup booking by the customer

Pickup booking by the customer is supported for following carrier services:

  1. DHL Express (available globally)
  2. UPS (available in 51 countries)

For more information about scheduling a DHL Express pickup see the this page.

Pickup booking by an agent

Pickup booking by an agent is supported for any carrier that is set up as a virtual carrier.

For more information about pickup booking by an agent see the tutorial video.

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