CREATE A RETURN
The customer can create a return in the create section in 5 steps:
Select the return policy
Users can select a return policy to create a new return or continue with a return that has been created before.
Enter order number
The customer can enter an order number or order number and postal code.
Next, the customer can add products to the return. Adding products is supported in 3 ways:
- The customer enters all information manually;
- The customer selects the product from a product list that is imported in 12Return;
- The customer selects the product from an order that is retrieved from your system with the Order Connector.
Depending on your settings the customer may need to fill in various information about a product, such as return reason and service request.
Depending on your settings the customer may need to fill in various general information about the return. Gathering this information is supported by the Surveys feature.
Enter sender details
Next, the customer needs to enter the sender details. Adding sender details is supported in 3 ways:
- Default address from the user account;
- Details in the retrieved order.
SHIP A RETURN
When the return has been created in the create section of the portal, the return will be authorized automatically or manually. Depending on this option, the customer will be navigated to the ship section in 2 ways:
If the return is authorized automatically, the customer will navigate to the ship section directly;
If the return will be authorized manually, the customer will receive a confirmation message. Once the return has been authorized the customer will receive a Return Authorization Mail. This mail includes a link that will navigate the customer to the ship section in the portal,
The return can be shipped in the ship section.