A return needs to be authorized to start the returns process. All returns with the status "authorization/requested" need to be authorized.
Authorizing a return can happen in 3 ways:
By default;
Manual by an agent (see below);
Intelligent (defined by Return Profiling Automation).
Manual by an agent
In the return summary 2 action button appear under Available Actions:
Authorize return;
Reject return (learn more)
Authorizing a return starts with reviewing the products on the return:
Before authorizing the return, a product can be modified in two ways:
Update item: the product can be set to non-returnable;
Reject item: the entire item or a selected qty can be rejected.
When finally authorizing the return, two scenario's are possible:
Non-returnable: If all products have been set to non-returnable, the status of the return will move from Authorization/Requested to Settlement/Requested. The customer will not receive shipping instructions;
Returnable: If at least one products has been authorized for return, the status of the return will move from Authorization/Requested to Logistics/Approved: the customer can ship the return in the ship section of the hosted customer portal.
If products need to be returned, the shipping process can be controlled in two ways:
If a carrier has been pre-selected, the customer can only ship the return with the selected carrier;
If no carrier has been pre-selected, the customer can ship the return and choose a carrier from the list of available carrier services.
When the return has been authorized the return can be shipped by the customer in the ship section of the hosted customer portal. The Return Authorization Mail will be sent to the customer to inform that the return has been authorized for shipping.