This chapter describes the most important settings of an return type. So, you can for example configure the process of a return or determine the way to collect necessary information about products to be returned.

In the general settings you can assign and change the name of the return type. Further, you are able to determine the visibility of the return type. This parameter defines if the return policy is available for the customer to create a return. If you only want to make the return policy available to agents, this parameter should not be selected.

The content is this part of a return type that is shown to the end customer.

Return type label

You can change the label of the return types that are available in the customer portal. The label of the return type is how your customer will see the available options.

Return policy description for return type

You can describe the return policy content as it will be shown to the customer.

For both you can switch the language to translate label and description into all available languages.

In this part you can set up the whole return process for a specific return type. Please use for this the following section that symbolise the live cycle phases of a return.

All phases expect of "Initiate" can be activated or deactivated. When a phase is active you are able to set up that on a more detailed level.

Which phases you can use depends on the plan you have booked.

During the initiate phase you collect all necessary information for next steps like authorisation.

Return reason level
This parameter defines at what level the return reason needs to be registered when creating a return:

You can define the return reason options in the attribute settings.

Service request level
This parameter defines at what level the service request needs to be registered when creating a return:

You can define the service request options in the attribute settings.

Allow multiple order per return
This parameter defines if the return can contain products under multiple order numbers.

Allow multiple products per return
This parameter defines if you can return multiple products in then return.

Allow multiple quantity
This parameter defines if multiple pieces (qty > 1) can be registered for a product.

Requires customers to fill in a purchase date

This parameter defines if the customer has to be enter a purchase date per product to be returned.

Require customers to fill in a warranty date

This parameter defines if the customer has to be enter a date when the warranty started per product to be returned.

Allow customers to enter their tax identification number

This parameter defines if the customer can enter his tax identification number.

Allow customers to enter their organization name

This parameter defines if the customer can enter the name of his organization.

You can control your authorisation tactics and set up the defaults on product and return level.

Default product status

See the possibilities for the product status below.

Default return authorization tactic

You can select one of the following options to determine your authorization tactic for a return.

If the logistics phase is active a return is shipped via ReturnBird. If you want to create a return for receiving in Return Dock only, this phase should not be active.

Allow multiple parcels

You can define if the customer can ship a return that exists of multiple parcels. Multi-parcel shipments are only supported by certain carriers and the system automatically matches the available carriers.

Soft address validation

This option is only allowed for return policies for external returns, for which the shipping is not controlled in 12return.

Enable automated tracking

This feature supports automated shipment tracking to trigger settlement (e.g. refund) based on the tracking status.

You can manage the processing of returns (either with ReturnDock or a third-party system) if this step is active. You will get two more statuses for each return.

If you set processing to active you can choose between the following options.

The settlement is the last phase in a typical return process. You can select the final settlement type or change the calculated values like customer costs or asset values.

If you activate this step a return needs to be completed manually in the Support Desk.

To activate configured settlement proposals for your customers, simply enable the parameter "Use settlement proposals." This action triggers the implementation of your configured proposals, ensuring that customers can benefit from the specified reimbursement methods seamlessly.

Determine the way to get order data. You can choose between an order connector and a product feed.

Both order connector and product feed can be configured with general attributes.

Product group matching

If you have configured product groups and your used order connector provide product groups per product you can define a matching tactics.

Use administrative product

By using an administrative product you can enrich a product of an order or product feed. The possible options you find below.

First you have to select the proper order connector for this return type.

You can define the labels and placeholders for your order connector credentials. All values can be defined per language that has been activated for your account.

If you have created or imported products you can use the product feed to display these products for selection.

Skip the order page

This parameter defines if customers can enter an order number. If you skip the order page they can't enter such a number. The entered order number is displayed in customer support desk.

Show product group dropdown
This parameter defines if customers can select a product group before selecting a product from that group.

Show product group child (subgroup) dropdown
This parameter defines if customers can select a sub-product group under a product group before selecting a product from that sub-group.

Article display method
This parameter defines how products from the product list are shown to the customer for selection: