How does the Return Requests functionality work?

About this article

This article explains how to set up the return request functionality for your shop (if you have purchased this feature and it is implemented in your shop). 

Introduction

The Return Request functionality (pre-alerting returns online by consumers) aims to gain insight into how many returns will be coming your way in the near future. You do this by requiring/encouraging the customer to register their return online before sending the return package. This way you know which products are being returned, approximately when and the volume.

A return request is therefore not a real return, but a pre-notification/pre-alert by the buyer.

How does it work?

Did you purchase this functionality? Then it works as follows:

• Customers log in with their order number, postcode and house number (an account is therefore not necessary, because not all customers have an online account)
• The customer sees all items from this order. They check which items they want to return.
• In the next step, you enter the reason for return. These are the reasons that you have created in the back office. If you have not yet created any reasons, you can add them at Settings > Return reasons.
• You can also add instructions when reporting a return. You manage these as a webshop yourself at Content > Site Specific Content > type: Return requests.
• After confirming the return, an e-mail is sent to the customer. You manage this e-mail, just like other e-mail texts, at Content > Site Content > E-mail texts.
• In the back office at Order Management, a tab is added: Return requests. Here you can see all return requests and this gives you a good overview of the returns that are coming.
• As soon as a product is actually booked back (via your existing return process), the status of the return request automatically changes to Completed.
• Also in an order card in Order Management, a tab Return request has been added (next to the tab returns).

If all goes well, you can now set up this functionality yourself on your webshop. If you still have trouble, please ask your specific question to support@nextchapter-ecommerce.com.