Returns Approval Process

How the returns process works, through the returns portal.

Updated over a week ago

Now that your Returns Portal has been set up and your URL is live, you are now ready to start processing incoming returns requests.

Through the ‘Returns’ button at the top-right of the Shippit platform, you can see three tabs:


New Requests

Upon selecting the ‘Returns’ button, you will immediately be taken to the ‘New Requests’ tab, which is where you will be met with all outstanding requests that require approval or rejection.

This page allows you to review details about each return request, including the:

  • Return ID

  • Date the return request was received

  • Customer name

  • Item(s) being returned

  • Return reason

  • Refund amount

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Approving a Return

If an approval satisfies your requirements then you can select the ‘Accept’ button. From here you will be directed to modify or confirm the recipient’s pick-up or drop-off details as well as their contact information.

We will also display your nominated email address which will be used to deliver the return label and instructions to your recipient’s inbox, as well as the Return destination address (this is the same as your store’s default address).

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On the following page, you are able to select whether your customer would like to opt for Australia Post drop-off, or organise for a courier pick-up. Simply select the option that your customer has opted for, and hit ‘Accept’ to finalise the return.

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Rejecting a Return

If a return does not meet your requirements, then you can select the ‘Reject’ button. This will prompt you to select a ‘reason for rejection’ from a pre-filled selection list, as well as any internal notes that can be used for record keeping.

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Processing

All orders which have been approved for a return, both automatically and manually, will land in the ‘Processing’ tab awaiting their next action.

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Alongside the standard details listed for each return, you will note the addition of:

  • ‘ETA’ - the estimated time of arrival for your return, based on the chosen carrier.

  • ‘Status’ - the current state of the return

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You will also notice a purple ‘arrow’ button with a number of options which allow you to modify the status of the return.

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The status updates allow you to:

  • Mark ‘Product Received’ once the item is in your hands.

  • ‘Reject Return’ if the item does not meet your Returns Policy requirements

  • ‘Mark as Completed’ once the returns process is completed

The additional options available through the purple ‘arrow’ button allow you to:

  • ‘Download Label’ if, for example, your customer is having issues accessing the Return Label from the auto-generated email.

  • ‘Resend Customer Email’ if your recipient is having trouble accessing the Returns email that has been sent out from your store.


Completed

Once the return process has been completed for an order, it will appear in the ‘Completed’ tab.

This page will outline the finalised details of the return specified in previous steps, in addition to the ‘Resolution’ column which will outline:

  • Whether the return was “Approved” (Closed) or “Rejected”

  • If “Rejected”, the specific reason cited for this decision

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You are also able to download a .CSV file of all returns listed within the ‘Completed’ tab by selecting the black ‘EXPORT CSV’ button in the top-right corner.

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