Return Management Introduction
How to manage and process customer return requests
Flexreturn
Last Update 2 jaar geleden
At the left menu Return List, you can see all the return requests are grouped by the following status: Pending, Approved, Shipped, Received, Refunded, and Resolved . You can search returns by request number, order number, resolution, refund status.
The process flow of return management is as follows:
Pending ➡️Approved ➡️Shipped ➡️Received ➡️Refunded ➡️Resolved
| Step | Who | Action | Status |
|---|---|---|---|
| 1 | Customer | Submit a return request | Pending |
| 2 | Merchant | Approve the return request | Approved |
| 3 | Customer | Send back the return items | Shipped |
| 4 | Merchant | Receive the returned items | Received |
| 5 | Merchant | Issue a refund | Refunded |
| 6 | Merchant | Resolve the return request | Resolved |
At the Return List, Click View to open a return request to start processing it.
1. Pending
You can see the list of returns submitted by customers under the tab Pending. You can approve or reject the return request.
Click Approve to approve the return. At the popup window, there are two options for the Label Upload
- Manually upload: You can upload your own shipping label, select the carrier, and enter the tracking number and tracking url.
- Auto Generated by carrier: Our system will automatically generate the shipping label, and create details of carrier, tracking number and tracking url. Notice: you need to connect to a carrier in advance, at Settings > Carriers > Current Carrier
If the checkbox Send email to notify customer is checked, then your customers will receive an email notification about return is approved.
Click Reject to reject the return. At the popup window, enter the reason to reject the return. If the checkbox Send email to notify customer is checked, your customer will receive an email notification about why the return is rejected.
2. Approved
After approved, you can click "Receive" when your customer send the items back to you.
3. Received
After received, you can click "Refund" to issue a refund to your customer.
4. Resolved
You can click "Resolve" to resolve the return request.
