Parcel returns

A parcel return is a product your customer sends back to one of your mailbox addresses. You declare it, hand its reference and the address to your customer, then follow its reception by the warehouse. Start from Parcel returns, under Logistics in the main menu.

Before you start — You need a mailbox address that accepts returns. When none does, the declaration screen says so.

Note — Returns of your shop's orders and their refunds are handled in Orders and returns, not here.

Choose which mailbox addresses accept returns

1. Open the main menu and, under Logistics, click Parcel returns.
2. Click the Settings tab. The Returns reception box lists your mailbox addresses and the price of a received return.
3. Click Manage returns reception.
4. For each mailbox address, choose Always to accept returns or Never to refuse them.
5. Click Save.

The message Returns reception updated. appears.

Declare a return

1. Open Parcel returns and, on the Overview tab, click Declare a return.
2. In Mailbox address, choose the address the product comes back to. Each address shows its price per return.
3. Enter the Product, its Product reference (optional) and the Quantity.
4. Under Reason, choose Defective, Wrong item, No longer needed, Damaged in transit or Other.
5. Optionally, add Details (optional) and a Note for the warehouse (optional).
6. Click Declare the return.

The message Return declared. Hand the reference and the address to your customer. appears with the return's reference and address. Click Copy to copy them for your customer.

Note — Your customer writes the reference on the parcel: no return label is generated. The reception price is frozen at the declaration, and a received return is charged at that price, shown as Not yet invoiced.

Follow your returns

1. Open Parcel returns. The Overview tab counts the returns Declared, Awaiting receipt, Received and Cancelled over the period picked at the top right, then lists your Latest returns.
2. Click the All parcel returns tab. It opens on the returns awaiting receipt: choose Received, Cancelled or All returns in the list to see the others.
3. Click a return to open it.

The Follow-up box shows when the return was declared, received or cancelled. Once the warehouse has received the parcel, click View the received parcel to open it.

Tip — To find a return, click the Search tab, enter a reference, a product or a mailbox address, then click Search.

Cancel a return

You can cancel a return as long as the warehouse has not received it.

1. Open the return and click Cancel this return.
2. Optionally, enter a Cancellation note (optional).
3. Click Confirm the cancellation.

The message Return cancelled. appears and the warehouse stops expecting the return. A cancelled return can't be restored.