Returns Customer Service

To find a return tracking:

1. In the search field of the Trackings module, fill in any part of the order data associated with the parcel. The following information can be used to search for a parcel:

   • Tracking number

   • Order number

   • Delivery number

   • RMA ID

   • Delivery address

   • Recipient’s name

   • Recipient’s email address

   Among the results that display, your search query will be highlighted in the tracking record. In the following example, the tracking number was entered into the search field.

2. Click on the listed tracking. The detailed tracking record will display, where you can retrieve the full details of the tracking. Each detailed tracking record consists of the following parts:

   • An overview of the tracking information

   • Clickable buttons to view detailed tracking information

   • If the return was registered through your Returns Portal, the available documents (for example: return labels and packing slips) that were generated for the return.

   • The status updates retrieved from the carrier

   • The notifications sent to the customer

If you need to retrieve additional information on a customer’s return, here’s how you can use the App’s filters to narrow your search. You can use the filters in the Trackings module to create customized views for return tracking records.

To filter for return tracking records:

1. Click the Add filter button in the Trackings module.

   

   A drop-down menu will display a list of available filters.

2. To filter for all return trackings, enable the Return delivery filter.

   
3. To filter for return trackings registered via your Returns Portal, enable the Is return portal filter.

   
4. To save the filtered view, click Save new view. The filtered view for return trackings is saved and can be easily accessed underneath the search bar in the Trackings module.

To process a refund or exchange for a registered return:

1. Click Actions on the return tracking record.

   

   A drop-down list of available actions will display.

2. Select Process return (refund and exchange).

   

   A pop-up window will display to allow you to initiate a refund and/or exchange for the tracking.

   
3. Do one or more of the following:

   1. Turn on the Issue refund toggle to issue a refund for the return. This will trigger the refund process from Shopify.

   2. Turn on the Release exchange toggle to initiate an exchange for the return. This will release the draft order so the exchange can be fulfilled.

   3. Turn on the refund shipping cost toggle to refund the original shipping cost. This will refund the original shipping fee charged for the order.

4. Click Process return. The refund and/or exchange is processed.

Returns registered in the Returns Portal can be cancelled in the Trackings section of the App. Cancelling a registered return also invalidates the label that was initially created at the point of return registration containing pre-filled information (for example: return address, tracking number, and barcode) to send items back to the seller.

To cancel the registered return and label:

1. Click Actions on the return tracking record.

   

   A drop-down list of available actions will display.

2. Select Cancel return and label.

   

   A pop-up window will display asking you to confirm the cancellation.

   
3. Select a reason for cancelling the return from the drop-down list.

4. Click Cancel return. The return and return label is cancelled.

Additional labels can be created for returns registered using the Returns Portal. Creating an additional label will create a new return tracking record. The new return label will be available to download in the original return tracking record.

To create an additional label for a return tracking:

1. Click Actions on the return tracking record.

   

   A drop-down list of available actions will display.

2. Select Add another label to return.

   

   A pop-up window will display to allow you to create an additional label.

   
3. In the Weight field, enter the weight of the return package.

4. In the Measurement field, select the measurement unit from the drop-down list (that is: grams or pounds).

5. Click Create additional return label. A new return label is created and is available to download on the pop-up window.

   

If customers are required to buy their own return label, the corresponding tracking number can be manually added to the return tracking record in the App. Any configured return communications will be sent for the return tracking after it has been added to the tracking record.

To manually add a tracking number:

1. Click Actions on the return tracking record.

   

   A drop-down list of available actions will display.

2. Select Add tracking number manually.

   

   A pop-up window will display allowing you to add the tracking number and carrier.

   
3. In the Tracking Number field, enter the tracking number.

4. In the Courier field, select the carrier from the drop-down list.

5. Click Add tracking number. The tracking number is added to the return tracking record.

You can request a file containing all return tracking records. The export will contain all trackings within the specified date range along with their latest status updates and time stamps.

To request a data export of return trackings:

1. Click the Add filter button in the Trackings module.

   

   A drop-down menu will display a list of available filters.

2. To filter for all return trackings, enable the Return delivery filter.

   
3. To filter for return trackings registered via your Returns Portal, enable the Is return portal filter.

   
4. Click the Export button on the Trackings page. The Export Filters window will display.

   
5. In the Export section, select Applied filters.

6. In the Export as section, select the file format in which you want to receive the report.

7. Enter the email address that the export will be sent to.

8. Click Export. After clicking Export, a pop-up will display saying that the export was successfully requested. Once the export is complete, you will receive an email with a link to download the file.

You can use the Message Type filter to search for configured messages that were sent for returns. The search results will display communication records for the selected Return message types and the options to display the email as seen from the recipient’s point of view and the detailed tracking record associated with the message.

You can request a file containing all return communication records by communication channel (that is: email or SMS).

To request a data export of return communication records:

1. Click the Date range filter.

   
2. Select the period of time for the export.

   
3. Click on the Message Type filter.

   
4. Select the return message types to include in the export.

5. Click Export.

   

   The Export Filters window will display.

   
6. In the Export section, select Applied filters.

7. In the Export as section, select the file format in which you want to receive the report.

8. Enter the email address that the export will be sent to.

9. Click Export. After clicking Export, a pop-up will display saying that the export was successfully requested. Once the export is complete, you will receive an email with a link to download the file.