Based on the setup of the return policy, customer support agents can settle a return in different stages of the process.
Select work
At the beginning of their workday, agents can select the work that needs to get done. Agents can select the returns they need to work on including a target. The system assigns returns to the agent and presents them one by one. Returns that have been assigned to an agent, will not be shown to another agent.
Settlement memo
Based on the setup of the return policy, the system creates a settlement memo to settle the return with a refund, store credit, or exchange. When the settlement memo has been created, the return is presented in the settle return module.
The system has automatically calculated the proposed settlement amount. The agent can define the final settlement by:
Add customer costs (to be charged)
Add order shipping costs (to be reimbursed)
Select the settlement type
When the settlement memo has been confirmed, the return will be set to one of the following statuses:
Return stays in the current status (this happens when the settlement memo is created before the end status)
From settlement/requested to completed (this happens when the settlement memo is created at the end status)
Settlement memo with instant refund
When you configure a payment provider to offer instant refunds and customers utilise this option, a settlement memo is generated for the corresponding returns. The settlement memo contains additional information regarding the settlement of the instant refund, including:
External settled amount: This amount is initially calculated and then transferred to Reveni by Return Bird. If you recalculate the amount or reject the return in your Reveni account, we will update the external settled amount accordingly.
External refund method: Customers can select the external refund method during the instant refund process.
External refund status: This status reflects the current status within the Reveni system. If you change the status (reject or approve) of the return in your Reveni account, we will update this status accordingly.
Please note that you are unable to modify the amounts since the instant refund was processed through our partner Reveni.
To finalise the process, it is essential to settle the return. This ensures that all necessary actions and steps have been taken to fully complete the return. Please ensure that the return is settled to successfully conclude the transaction.
Asset values
When you use the advanced processing mode in combination with ReturnDock each product can be graded by handling a return in the warehouse. Each graded product results in one or more assets. The value of an asset is in turn calculated based on the grade and the percentage value defined in the corresponding asset grading set.
Since the asset value is pre-calculated automatically, you can of course retain the control and change the value if necessary or consider excluding the entire asset from the settlement process. In this case, the final settlement value is ascertained without the excluded asset.
Complete return
In case the system does not create a settlement memo, the return can be completed when It has reached the end status (settlement/requested). In this case, the settle return module presents the return for normal completion without a settlement memo.