After a user has submitted a return request, the agent can view the return for authorization.

After selecting a return from the overview, the return details appear. In the left-side menu, you will find several controls that are relevant for the return in the current status. The return details exist of the following overviews:


The summary provides a high-level overview of the most important information, including the products. The product details can be viewed with an intuitive detail screen.


Shipment provides all information about transportation. You can edit shipment details when you authorize the return.


Communication provides all communication about the return. Communication exists of 3 types:

  1. Messages: You can create internal and external messages. External messages will be visible to the customer in the Advanced self-service portal.

  2. Email: Emails are sent automatically when the status of the return has changed.

  3. Workflow action: Workflow actions are automated status updates.

Available actions

These are the actions that are available for return in a certain status. The list of available actions is controlled by the workflow and changes when the status of the return has changed.

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