In the Merchant Dashboard, all return details are visible for a customer service agent.
Return Header - Status
The return header contains the most important information about the return. It also includes the current status of the return.
The following statuses exist per subprocess:
Authorization
Status | Description |
Authorization/Requested | The return request needs to be authorized by an agent. |
Authorization/Rejected | The return request has been rejected by an agent. |
Logistics
Status | Description |
Logistics/Approved | The return has been authorized and is ready to be shipped by the customer in the Ship section of the customer portal. |
Logistics/Submitted | The shipment has been created and the return can be physically shipped by the customer. |
Logistics/Requested | The shipment has been created and a pickup booking appointment needs to be scheduled by the customer or an agent (depending on the chosen carrier service). Once the pickup has been made the return will move to status Logistics/Submitted. |
Logistics/Failed | Creating a shipment with the chosen carrier failed due to a technical issue. The return can be resubmitted by an agent. Once the shipment has been created the return will move to status Logistics/Submitted or Logistics/Requested. |
Processing
Status | Description |
Processing/Received | The return has been received and needs to be further processed in the returns center. |
Processing/Requested (only for external returns) | The return has been shipped by an external system and is expected to be received. |
Settlement
Status | Description |
Settlement/requested | The return has been processed in the returns center and needs to be settled and finished by an agent.
With instant refunds, there's no need for manual settlements anymore. |
Completed | The return has been completed by an agent. |
Canceled | The return has been canceled by an agent. |
Return Header - Financials
A return does have different financial values that are used for calculating the settlement (e.g. refund) to the customer. The values are calculated by using the product prices as retrieved from your order management system or as maintained in the product record in 12Return. Also, the customer costs, as maintained in the logistics/routes settings are used for the calculations.
The following values are calculated for a return in different stages of the returns process:
Requested
These are the values of a return that has been requested but not yet authorized.
Value | Description |
Requested return value | The total value of all products that have been requested for return |
Return order value | The total value of all products from the original order(s) |
Order shipping costs | The shipping costs from the original order(s). |
Requested return value % | The value of products requested for return as part of the total order value |
Authorized
These are the values of a return that has been authorized but not yet received.
Value | Description |
Authorized return value | The total value of all products that have been authorized for return |
Customer costs | The shipping costs that need to be paid by the customer |
Order shipping costs | The shipping costs paid by the customer for the outbound shipment |
Authorized settlement value | The authorized return value minus customer costs + order shipping costs that have been authorized for settlement with the customer |
Authorized return value % | The value of products authorized for return as part of the total order value |
Processed
These are the values of a return that has been received.
Value | Description |
Confirmed return value | The total value of all products that have been received |
Customer costs | The shipping costs that need to be paid by the customer |
Order shipping costs | The shipping costs paid by the customer for the outbound shipment |
Confirmed settlement value | The confirmed return value minus customer costs + order shipping costs that have been authorized for settlement with the customer. |
Confirmed return value % | The value of products received as part of the authorized return value |
Settled
These are the values of a return that has been settled with a settlement memo.
Value | Description |
Final settlement value | The initial settlement value minus customer costs + order shipping costs |
Settlement type | The settlement type that has been confirmed by the settlement memo |
External refund method | The refund method selected by the customer during the instant refund process. This is only displayed when an payment provider with an instant refund option has been used. |
External refund status | This status reflects the current status within the Reveni system. This is only displayed when an payment provider with an instant refund option has been used. If you change the status (reject or approve) of the return in your Reveni account, we will update this status accordingly. |
Completed by | The agent who has confirmed the settlement memo |
Settled date | The date the settlement memo has been confirmed |
Order settlement % | The final settlement value as part of the total order value |
Product Details - Status
The status of a product can be set by 2 actions; manual actions (like authorizing or receiving a return) and automated actions (as defined in automation rules).
The following product statuses exist:
Status | Process | Description |
Approved | Authorization | The product is authorized for return |
Rejected | Authorization | The product has been rejected for return |
Partial-approved | Authorization | The product has been partially approved for return |
Received | Processing | The authorized (expected) quantity has been received |
Shortage | Processing | Less than the expected quantity has been received |
Surplus | Processing | More than the expected quantity has been received |
Unexpected | Processing | An un-authorized product has been received |
The approved, rejected, and partial-approved statuses are set by the authorization process. All other statuses are set when a return has been processed with the Light Processing or Advanced Processing function. When the processing workflow has been disabled, these product statuses will not be set. In that case, the product status will remain in the status as set by the authorization process.
Product Details - Quantities
The quantity of a product can also be set by 2 actions; manual actions (like authorizing or receiving a return) and automated actions (as defined in automation rules).
For each return the following quantities are registered:
Quantity | Process | Description |
Requested | Authorization | The quantity that has been registered when the return has been created |
Rejected | Authorization | The quantity that has been rejected by an agent or by an automation rule |
Approved | Authorization | The quantity that has been approved by an agent or by an automation rule |
Expected | Authorization | The quantity that needs to be returned. The expected quantity is 0 when a product has been flagged as non-returnable |
Received | Processing | The quantity that has been received by an operator in the returns center. In theory, the received quantity should be equal to the expected quantity |
Settled | Settlement | The quantity that has been completed by an agent. In theory, the settled quantity should be equal to the approved quantity |
Product Details - Special flags
Each product can have different flags that indicate special product status.
The following flags are visible:
Flag | Description |
Non-Returnable (N) | This flag appears if a product has been flagged as non-returnable (defined by a non-returnable flag in the product master or by an automation rule) |
Warranty (W) | This flag appears if a product has been flagged as warranty (defined by an automation rule) |