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 a pre-authorized return link)
  2. Return created by an 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 the following parameters:

  • Return policy active
  • No order connector activated
  • 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 the product (can be skipped)
  5. Answer return surveys (can be skipped)
  6. Complete return (mandatory)

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

By clicking the link, the customer needs to complete the 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 an agent

This option allows you to create an authorized return. This option is designed to fully create a return for the customer.

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

  • Return policy active
  • No order connector activated

Process steps for the agent:

  1. select return type
  2. select customer
  3. Add order number
  4. Add product
  5. Add additional information (optional)
  6. Complete return

As a result, the system will open a return in the default return authorization mode. Here you can complete and authorize the return:

  1. Authorize return
  2. Pre-select carrier
  3. Submit return for shipping by the customer

The customer will receive an email with the shipping label.

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