General

You can define the customer return journey with a variety of parameters.

With the general parameters you can define:

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

  • Product: for each product, the return reason needs to be registered

  • Return: the return reason needs to be registered for the return. Each product will have this return reason.

  • None: the return reason does not have to be registered.

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:

  • Product: for each product, the service request needs to be registered

  • Return: the service request needs to be registered for return. Each product will have this service request.

  • None: the service request does not have to be registered.

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

Note:

For settlement automation, the service request needs to be activated at the return level.

Add products manually
This parameter defines if customers can type any Model Number when creating a return.

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

Order reference must be unique
This parameter defines if you can add the same order number under a return multiple times.

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

Show article group selection
This parameter defines if the customer can select the article group before selecting a product.

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

Prevent changing country in the address step
This parameter defines if customers can select another country than their default country.

Shipment

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.

Product feed

You can use the product feed as an alternative to the Order Connector. When creating a return, the customer selects a product from the product feed that is maintained in 12Return.

With the product feed parameters you can define:

Products feed enabled
This parameter defines if customers can select a product from a product list that is maintained in 12Return.

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

Continue to overview when product has been added
This parameter defines if customers are navigated to an overview page after they have added a product to the return.

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:

  • Search bar: The search bar allows the customer to type the product number.

  • Dropdown menu: the dropdown menu shows a list of products to select.

  • Grid: the grid shows an overview of products to click on (should only be used for lists up to 25 products).

Show product details before adding it to a return
This parameter is deprecated and will be removed soon.

Show product prices in the advanced portal
This parameter defines if product prices will be shown to the customer.

Authorization Parameters

Authorization parameters can be used in combination with Return Profiling automation rules. By default, the parameters are set to:

  • Default product status: Requested (default)

  • Default return authorization tactic: Automatic (default)

Settlement Automation

When active, a settlement memo is created for a return. The settlement memo is used to give customers a settlement for the following types as defined in the account master data:

  • Refund

  • Store credit

You can allow customers to select their preferred settlement by using service request attribute settings at the return type.

Settlement automation is defined by the following parameters:

Auto-create settlement memo: when active a settlement memo is created automatically.

Return status for auto-creation: define the trigger when the memo should be created:

  • Return submitted

  • Return tracked (requires advanced carrier tracking)

  • Return received (requires Return Dock)

  • Return checked (requires Return Dock)

  • Return processed (requires Return Dock)

Refund order shipping costs: define if the original shipping costs of the order should be reimbursed:

  • Full refund

  • No refund

Update settlement memo for product deviation status: define if deviations, as registered by the receiving process in Return Dock, should be included in the calculation of the settlement amount:

  • Shortage: if selected, a shortage will be deducted from the settlement amount

  • Surplus: if selected, a surplus will be added to the settlement amount

  • Unexpected: if selected, an unexpected item will be added to the settlement amount

Order Connector

When an order connector has been activated for the return policy, the customer needs to fill in 2 credential fields to connect to your order management system.

Depending on the integration, the credential fields are:

Field 1

Field 2

Order number

Postal

City

Email

Customer reference

Order connector credentials

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.

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