When the return has been authorized the returns process starts with shipping the return. The logistics process is supported in 2 ways:
Returns with status Logistics/Submitted:
These returns don't require an additional action in 12Return. The customer has already received the Return Shipping Mail and can print the return shipping label and ship the return according to the return instructions. Typically, the customer will deliver (dropoff) the return to a drop-off location (like a postal office).
Returns with status Logistics/Requested:
These returns require an additional action in 12Return to schedule a pickup by the chosen carrier. Depending on the carrier service this pickup needs to be scheduled by the customer (in the customer portal) or by the agent. Once the pickup has been scheduled the status of the return will change to Logistics/Submitted.
- If the pickup needs to be scheduled by the customer, the customer will automatically receive an email. The email contains a link to the pickup task in the customer portal.
- If the pickup needs to be scheduled by the agent, a new 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:
- DHL Express (available globally)
Pickup booking by an agent
Pickup booking by an agent is supported for any carrier that is set up as a virtual carrier.