When your returns portal has been set up and configured, you are ready to start processing incoming return requests. Find out how to automatically and manually approve requests, and organise to have orders returned to you.
When you log in to your Shippit account, click Returns in the top menu to go to the Returns page. By default, this page shows new returns requests that are waiting for you to review. There are three tabs at the top of the Returns page, so you can easily navigate to new requests, requests that are being processed, and completed requests.
This article discusses how the returns process works using the Returns page. For more information about setting up your returns portal, see the setting up the returns portal article. For more information about configuring your returns portal, see the configuring the returns portal article.
New returns requests
On the returns screen, navigate to the New Requests tab to see the incoming return requests you have waiting for approval.
💡Note: If a return request has been automatically accepted as a result of rules you set up, then it does not show on the New Requests tab. You can see those returns in the Processing tab instead.
On this screen, you can see the details of each return, including the items being returned, the reasons, and the refund amount requested. Each return request has buttons for you to either accept or reject the request.
Additionally, if a customer has left additional comments for you to review, this is marked as a blue speech bubble near the return reason. Click the icon to read the comments.
Accept a return request
If a request meets your requirements, you can accept it from the new return requests tab. When you accept a return, you need to confirm the pick up and return addresses for the return label, your customer's contact details, and the return shipping method.
Accepting a return request
Log in to your Shippit account, click Returns in the top menu, and navigate to the New return requests tab.
Locate the return you want to accept, and click Accept.
In the Accept Return window, confirm the pickup and return addresses, in addition to your customer's contact details. This information is used to send out the return label to the recipient, so it's important to make sure that you have the correct information. When you are happy with details, click Next to progress.
Select the return method, either a parcel drop off, or a carrier pickup. If you choose a carrier pickup, the pickup is booked with the carrier you have chosen in your returns settings. Click Accept to finish accepting the return.
Reject a return request
If a request does not meet your requirements, you can reject it from the new return requests tab. When you reject a return, you need to give a reason for the rejection, which is given to the customer. You also have the option to provide internal notes on your decision, which are not shared with the customer.
Rejecting a return request
Log in to your Shippit account, click Returns in the top menu, and navigate to the New return requests tab.
Locate the return you want to accept, and click Reject.
In the Reject Return window, select a reason for the rejection.
Optional: Provide internal notes about your decision. These notes are not shared with the customer.
Click Reject to finish rejecting the return.
Processing returns requests
On the returns screen, navigate to the Processing tab to see all return requests that have been approved, but not yet received. This screen shows return requests that have been automatically approved, as well as those you have manually approved in the new return requests tab.
On this screen, you can see the details of each return, including the items being returned, the reasons, the refund amount requested, and the estimated time of arrival (ETA) of the return. Each return request also has a status, which you can change as information is updated.
The possible statuses are:
Status | Definition |
Return requested | The customer has initiated a return request |
Awaiting drop off | The return has been approved, and is waiting for the customer to drop the item off at a collection point |
Order placed | The return has been approved, and is waiting for a carrier to be booked by the customer |
Ready for pickup | The carrier has been booked, but has not yet picked up the item from the customer |
Product received | The item has been received by the merchant |
Completed | The return has been completed |
Cancelled | The return has been cancelled |
You can change the status of a return using the drop down arrow next to the status. You can also use this menu to download a return label, or to resend the return email to the customer, if required.
Completed returns requests
On the returns screen, navigate to the Completed tab to see all return requests that have been finalised. This screen shows return requests that have been approved and the products received, as well as return requests that have been rejected or cancelled.
On this screen, you can see the details of each completed return, including the items being returned, the reasons, the refunded amount, and the resolution of the request.
The possible resolutions are:
Approved
Closed
Cancelled
Rejected, with a reason
For rejected returns that include additional internal comments, click on the note icon to read the comments.
You can also download a .CSV file of all the completed returns to use in your own business processes. Click Export CSV to start the download.