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:

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.

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.

You can define the specific shipping parameters for the return policy.

With the shipment parameters you can define:

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.

Allow package merge

This parameter only applies when multiple parcels are allowed. Package merge allows different packages types to be shipped with the carrier of the largest package type, even when that carrier is not allowed for the smaller package type.

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 is only supported in the Professional and Enterprise plans. It supports automated shipment tracking to trigger settlement (e.g. refund) based on the tracking status.

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:

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

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:

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.