Articles on: Returns Management

How to Process Return Requests

Plans: All plans Platforms: All platforms

Overview



AfterShip Returns enables you to seamlessly approve, process, and reject return requests on the RMA detail page.

Go to Returns in the AfterShip Returns admin
Select a reuest request to open the detail page of that RMA
The RMA detail page overviews seven main sections



1. Return details
The item(s) being returned
Return resolution (outcome) desired by the customer
Return shipping method opted by the customer

2. Refund or exchange amount information
Refund initiated to customer mode of choice along with cost of return, return item tax, and shipping (if applicable)
Gift card value, if applicable
Exchange upsell-amount paid by the customer, if applicable

3. Notes
Accompanying notes for the return request

4. Order information
A link to the original order and product details
A link to the exchange order and product details (applicable if the customer wants to exchange for another item)

5. Customer information
Customer name, email address, and shipping country/region

6. Shipment information
Shipping information, including the tracking number, carrier name, SKU of the item(s) in the shipment, shipment creation date, shipment’s current status, return label, and QR code

7. Timeline
The timestamped list of

When was the request raised and by whom
When was the request processed/updated and by whom
When was the request updated to which status and by whom
When was the notification emails sent to the customer
When and who added the shipment details
When and how was the request resolved
Comments left by you or other members of your organization


Return details - administrative actions


There are a number of administrative actions you can take from the return details page.

A. Approve



a. Ship with a returns label



Upon clicking Approve, a popup will open to confirm if you want to approve the request
You can manually upload the return label at this step or automatically generate it with AfterShip Returns’s shipping capability
You also have the option to Add label later after approving the request. It will not pose as a blocker to approve the request

b. Ship with any carrier of your choice

Upon clicking Approve, an email notification will be sent to the customer with shipping instructions and a link to Enter shipment details of the return package
The RMA request will be updated to Approved



B. Add Return label



Once the request is approved, you can Add return label in the Shipment section to upload or generate the return label with AfterShip Returns. The return label will also be sent in the Approved email notification



Once the return label is manually uploaded or automatically generated with AfterShip Returns by merchant and sent to the customer via email or returns page, the Shipment section will be updated with the tracking number and carrier



For the customers who've opted for the Ship with any carrier of your choice shipping method, once the tracking details are added by them, the Shipment section will be updated with the tracking number and carrier along with the package's current status

Upon clicking the tracking number, you will be redirected to the AfterShip Tracking’s public tracking page, where you can get the complete status of the incoming package
You can add additional labels in case they are more than one products in the order that needs to be sent separately

C. Mark as received



Upon clicking Mark as received, a popup will open, allowing you to

a. Received: To mark the return as received
b. Restock: To restock item to one of your configured warehouse locations
c. You can also decide whether you want to send an email notification to notify customer of the same

For drop-off at any of the Happy Returns®️ locations, you can only mark requests as received after confirmation from Happy Returns®️



The RMA request will be updated to Shipment received



D. Create Shopify order



For the exchange and replacement orders, you can opt to Create Shopify order from the RMA detail



Click Create Shopify order and click Create order again to create an order in your Shopify admin
Once the Shopify order is created, the Order section will automatically reflect the exchange order number with the link to view the order on Shopify
The RMA request's status will remain Approved

E. Refund



Based on the return resolution selected by the customer, you can initiate the refund accordingly on the RMA detail page.



1. Refund to original payment method

Click Refund
On the side panel, select whether you want to refund the full order amount including the order amount and shipping or just the original order value. The total refund value will be displayed accordingly
Click Refund and confirm the refund initiation by clicking Submit
The RMA status will showcase both Approved and Refunded with an additional section of Refunded with the related refund details

2. Refund to store credit

On the side panel, select whether you want to refund the full order amount including the order amount and shipping or just the original order value. The total refund value will be displayed accordingly
Click Issue gift card and confirm the refund initiation by clicking Submit
The RMA status will showcase both Approved and Refunded with an additional section of Refunded with the related refund details



3. Exchange for other items

For items that are exchanged for a cheaper item, you can issue refund from the RMA detail page based on whether the customer has opted for Refund to original payment method or Refund to store credit.

F. Mark as resolved



The RMA will be marked as resolved and the status will be updated as such.




G. Rejected



After receiving the return request and reviewing the request details, you can either Approve the request or Reject it.
Rejecting the request means you are denying customer’s request to return

Upon clicking Reject, a popup window will open
Add the reason for rejecting the request in the dialogue box
Select the checkbox to send customers an email notification notifying them of the same
Click Confirm

The RMA request will be updated to Rejected



Track return shipment status





To track the whereabouts of the return shipment, the status of the shipment will keep updating untill the package is delivered on the RMA detail page.
AfterShip Returns supports the following key statuses for AfterShip generated return labels: Pending, In-transit, Delivered , Received or Partially received
For Ship with any carrier of your choice return labels, you don't need to update labels as the tracking information will be provided by the customer. You can track the return shipments with Shipped, Received or Partially received key statuses once the shipment details are added by the customer
For Drop-off at Happy Returns®️ location RMAs, you can determine when to mark requests as received with four key statuses Dropped-off, Partially dropped-off, Received or Partially received

Here's what each status means.

STATUSDESCRIPTION
No prepaid labelThe return request is approved but the prepaid label is yet to generated or added by the merchant
PendingNew shipments with no tracking information yet
In TransitThe carrier has accepted or picked up the return shipment from the shipper. The shipment is on its way
ReceivedThe return item is received by the seller or warehouse
Partially receivedWhen some of the items in the request request (but not all of the items) are received by the seller
DeliveredThe shipment was delivered successfully
Label voidThe return label is canceled and cannot be used to ship items back


There are two additional statuses exclusively for customers using Drop off at Happy Returns® locations return shipping method

STATUSDESCRIPTION
Partially dropped offWhen some of the items in the request request (but not all of the items) are dropped off at Happy Returns® Bar
Dropped offWhen the return items are dropped off at Happy Returns® Bar


You need to purchase and activate the AfterShip Tracking service to enable return shipment tracking

Updated on: 07/11/2023

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