shipcloud (former 12Return)

The integration with ChannelEngine supports 2 types of returns:

Channel returns - returns initiated in the marketplace

Merchant returns - returns initiated in the 12return return portal

- Channel returns - returns initiated in the marketplace
- Merchant returns - returns initiated in the 12return return portal

The returns process for both types is supported in the following way:

Initiate return (I): The customer can initiate a return in the marketplace.

Receive return (R): Returns are received in the warehouse.

Settle return (S): 12return updates the return in ChannelEngine. ChannelEngine triggers a refund in the marketplace.

- Initiate return (I): The customer can initiate a return in the marketplace.
- Receive return (R): Returns are received in the warehouse.
- Settle return (S): 12return updates the return in ChannelEngine. ChannelEngine triggers a refund in the marketplace.

Initiate return (I): The customer can initiate a return in the 12return return portal.

Settle return (S): 12return creates a return in ChannelEngine. ChannelEngine triggers a refund in the marketplace.

- Initiate return (I): The customer can initiate a return in the 12return return portal.
- Receive return (R): Returns are received in the warehouse.
- Settle return (S): 12return creates a return in ChannelEngine. ChannelEngine triggers a refund in the marketplace.

To support the integration with ChannelEngine, all returns have to be received in a warehouse process that is controlled by 12return. Four options are available:

Option 1: local return hub (operated by 12return): The return is received in a local return hub as part of the 12return service.

Option 2: merchant warehouse (using 12return software): The return is received in the merchant warehouse using 12return software. 12return software plans include a free warehouse app.

Option 3: 3PL warehouse (using 12return software): The return is received in the 3PL warehouse using 12return software. 3PL partners receive a free warehouse app.

Option 4: 3PL warehouse management system (integrated with 12return): The return is received in the 3PL warehouse management system. 12return supports integration with selected 3PL partners.

- Option 1: local return hub (operated by 12return): The return is received in a local return hub as part of the 12return service.
- Option 2: merchant warehouse (using 12return software): The return is received in the merchant warehouse using 12return software. 12return software plans include a free warehouse app.
- Option 3: 3PL warehouse (using 12return software): The return is received in the 3PL warehouse using 12return software. 3PL partners receive a free warehouse app.
- Option 4: 3PL warehouse management system (integrated with 12return): The return is received in the 3PL warehouse management system. 12return supports integration with selected 3PL partners.

You need to have an account with ChannelEngine.

You need to have an account with 12return. Under your account and channel, two dedicated return policies will be set up for Channel returns and Merchant returns. These return policies will be integrated with ChannelEngine and both support returns from one or multiple marketplaces. The setup will be done by the 12return support team.