Online Returns

Your Customer Experience

Step-by-step Guide

1. Configure Online Returns

1. In the CMS, go to Settings → Settings → Feature Management.
    
2. Select the Payment & Checkout tab.
   
   
3. For the Returns feature, click Configure.
   
   

4. In the Returns Feature Settings page, configure settings to suit your business rules.  
   

    Click here to view Returns settings...

   Setting	Description	Notes
   Enable Returns	Toggles the functionality on and off for your site. TIP - Leave it off until you've configured all settings.	Role overrides available.
   Only One Return Per Order	If ON, a user is limited to submitting one return, including part returns, on a particular order.	Role overrides available.
   Enable Returns for Orders with Charge Lines	If ON, allows returns against orders that have special charge lines on them, e.g., bulky freight, installation, etc.	Role overrides available.
   Enable Return Order Confirmation Emails	If ON, a confirmation email is sent to the user once they've submitted an online return.
   Enable Returns For Kits	If ON, allows kit items to be eligible for returns, including kit components.	Role overrides available.
   Search Returns Label	The description for the dropdown list when searching order history.	Role overrides available.
   Statuses of Returned Orders	ERP status codes for orders classed as 'Returns'. Orders with these statuses will be displayed when Order History searches are filtered for 'returns'.	Role overrides available.
   Statuses of Returnable Orders	ERP status codes for orders eligible for returns. Only orders with these statuses will display the 'Submit Return' button.	Role overrides available.
   Maximum Returns Time Frame	The number of days (from invoice date) that an order can have a return submitted against it.	Role overrides available.
   Low Value Order Amount	The dollar amount under which a return is classed as "low value". For many businesses, this stock is written off instead of being returned to inventory. The user will be eligible for an automatic refund.	Customer overrides available.
   Disable Returns for Orders With Customer Prefixes	Applies only to custom implementations.	Role overrides available.
   Disable Returns for Orders With Service Branches	Applies only to custom implementations.	Role overrides available.
   Status of Submitted Return Orders	The ERP status return orders will be set to.
   Status of Submitted Low Value Return Orders	The ERP status that low value returns will be set to.
   Returnable Order Confirmation Status	The ERP status that triggers the Return Order Confirmation email to be sent to the user.
   Returnable Order Confirmation Low Value Status	The ERP status that triggers the Return Order Confirmation email to be sent to the user (for low value returns).
   Default Warehouse Code for Low Value Return Orders	The warehouse code that low value returns are processed against (since stock is not being returned to inventory).
   Default Order Type for Return Orders	Defines the order type for submitted return orders.	Integrates to the SoOrderTypeCode in PRONTO sales order.
   Return Information Widget Field Group	The JSON field group that determines the displayed fields for the Return Information Widget.	Defaults to ReturnInformationFieldGroup, which includes the following Pronto Sales Order table fields: SoOrderPackages SoOrderReasonCode ReturnReason
   Return Information Widget Resalable Field Name	Defines the 'resaleable' field (from the JSON field group) that gets displayed by the Return Information Widget.	Defaults to CM_ReturnResalable
   Enable Product Quantity Check on Return Request?	If ON, the order return history is checked to ensure the current requested return quantity of a product plus any quantities in previous returns for this order are not greater than the shipped quantity. If it is, the return cannot be submitted.	Default: OFF Role overrides available.
   Enable Refund Limit Check on Return Request?	If ON, the order return history is checked to ensure the requested refund amount plus any amount previously returned  is not greater than the original order amount. If it is, the return cannot be submitted.	Default: OFF Role overrides available.

   
   
   

5. Click Save

2. Add Return Reasons

You'll also need to set up the Reason Codes so that customers can choose a valid return reason.

1. On the Returns feature settings page, click the Maintain Return Reasons button.
   
   
   
2. Click Add New Return Reason.
   
   
3.  Enter the return details:
   • Code - the reason code, integrated to the ERP against the return order.
   • Description - the description the user sees in the dropdown selector when submitting an online return.
   • Resaleable - indicates whether this reason prevents the product from being re-sold (pending stock condition).
   • Admin Fee - the fee charged if this reason is selected. TIP- commonly applied to 'change of mind' scenarios. 
     
     
4. Save and repeat Steps 2-4 to add all required reason codes.
   

3. Customise Pages

The Online Returns feature includes content displayed to users as they go through the returns process. Below are the templates and related widgets that can be customised.  

Order History/Tracking page

Order History is where the user starts a return. You can customise the text on the buttons, error messages, and tooltips. 

1. Go to Content → Content → Pages & Templates.
   
   
2. Use Search to find the Track Orders template, then click Edit. 
   
   
3. Find the Track Order widget, then click Edit.
   
   
4. Select the Returns tab on the left hand side to view all return-related options. See: Track Order Widget.  
   
5. To save changes, click Save. 

Submit Return page 

The Submit Return page is where the user enters information such as return reason, number of parcels, and other information. 

Widgets used in this template include: 

• Return Information Widget
• Return Lines Widget
• Return Order Summary Widget
• Submit Return Buttons

Return Lines Static Info

This template is used to display the return lines information on both the Submit Return page and the Return Confirmation page.  There are no return-specific widgets on this template.

Return Confirmation Page

The Return Confirmation page is displayed to the user after they've submitted the return. 

Widgets in use on this template include: 

• Return Confirmation Message Widget
• Return Confirmation Address Widget
• Return Confirmation Return Info Widget
• Return Confirmation Summary and Lines Static Widget

4. Edit Return Emails

To customise return-related emails:

1. Go to Content → Content → Emails
   
   
2. Use the Search tool to find return-related emails. Enter 'return' in the Search box.
   
   
3. Select the email template to edit.
   

Returns Order Confirmation Email

This email is sent to the user to confirm their return has been received and is being processed. 

Returns Order Confirmation Low Value Email

This email is sent to the user to confirm their return has been received and a credit for their low value item will be refunded. 

Mark a Product Non-Returnable

If Online Returns is enabled but there are products that cannot be returned, go to the product's Maintain Product page and untick Is Returnable.

Additional Information

Related Resources

• Page:
  Preferred Delivery Date
• Page:
  Order Import
• Page:
  Order Templates
• Page:
  Make Outstanding Sales Orders & Transactions Visible Online
• Page:
  How Order Integration Works
• Page:
  Attach Payment Document to Order
• Page:
  Backordered Products & Ordering
• Page:
  Enforce Pack Quantities Globally
• Page:
  Standing Orders Overview
• Page:
  Standing Orders Settings

• Page:
  Track Order Widget
• Page:
  Email Order Track Details Widget