Return Details - Summary
Customer Success avatar
Written by Customer Success
Updated over a week ago

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).
โ€‹

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.
โ€‹

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)

Did this answer your question?