Prerequisites
- Online Returns must be switched on by Commerce Vision.
- Available for versions 4.05.05+.
Overview
Online retailers experience 3x as many returns as brick and mortar stores, and the processing of these returns is a costly overhead for most businesses. Being able to accept and track returns online can streamline the process for both you and the customer.
Returns process for your customer:
- The user logs in and navigates to the order details page (Order History). If the order contains returnable lines, a 'Return Items' button is visible. The user clicks this to begin the return.
- They enter the number of items on each returnable line and clicks Return Selected Items. Or if the whole order is to be returned, they can click Return All Items.
- After that, the user completes the pickup and return information (return reason, whether the stock is in resalable condition, and so forth).
- The user will be given confirmation on submitting the return. This will either instruct them to keep the stock if the return falls below a certain value or detail how to send the stock back.
- The online return integrates back to your ERP and is managed as part of your normal business process for returns.
Configure Online Returns
NOTE - This feature must first be switched on by Commerce Vision.
- In the CMS, navigate to Settings → Feature Management.
- Select the Payment & Checkout tab.
- For the Returns feature, click Configure.
In the Returns Feature Settings page, configure the options to suit your business rules.
- Save your changes.
Return Reasons
You'll also need to set up the Reason Codes for returns on your website.
- To do this, in the Returns feature settings page, click the 'Maintain Return Reasons' button.
- Click Add New Return Reason.
- 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.
- Save and repeat Steps 2-4 to add all required reason codes.
Customise Pages & Emails
The Online Returns feature includes content displayed to your end users as they navigate through the process. Below are the templates and related widgets which can be customised to suit your requirements.
Order History/Tracking page
Order History is where the user initiates a return. You can customise the text appearing on the buttons, error messages, and tooltips.
- Navigate to Content → Pages & Templates.
- Use the Search tool to find the Track Orders template, then click Edit.
- Find the Track Order widget, then click Edit.
- Select the Returns tab on the left hand side to view all return-related options. Refer to Track Order Widget help.
- 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 related 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
This is the final page displayed to the user after they've submitted their return information.
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
Returns Order Confirmation Email
The email sent to the user to confirm their return has been received and is being processed.
Returns Order Confirmation Low Value Email
The email sent to the user to confirm their return has been received and a credit for their low value item is forthcoming.
Additional Information
Tip
Are there products that cannot be returned? Simply disable the 'Is Returnable' flag against the product in Product Maintenance.
Minimum Version Requirements |
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Prerequisites |
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Self Configurable |
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Business Function |
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BPD Only? |
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B2B/B2C/Both |
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Ballpark Hours From CV (if opting for CV to complete self config component) |
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Ballpark Hours From CV (in addition to any self config required) |
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Third Party Costs |
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CMS Category |
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Related help