How To Process a Return

Return and Collection Guidelines

How to process a return for an item(s)

When viewing a dispatched order in partner central you will be presented the following view.

Click the "Return Item(s) button in the Order Actions Menu on the right hand side to initate a return.

Customer to return item

Select a “reason for the return” and fill in the “note”. Also set the “Action Quantity” for the item(s). Then click “process return for items”.

This will set the status of the item(s) selected as “Return Expected”.

From here you can select “Resolve Returns”, then select an action for the return.

This will set the status of item(s) as “Return Received”. This return process is now completed.

How to process a return for an item(s) with a collection fee

Item(s) to be collected

If the collection of an item is required for a change of mind return, select “Action Quantity” and “Reason for the return”, and enter a note.

You can also use this function if you’ve provided a pre-paid label for the return of an item.

If multiple items are being returned, only one collection fee will be generated. The collection fee is based on the heaviest item’s shipping weight that is being returned.

By clicking the “collection?” box further options will open and collection details can be entered.

You can choose to charge a fee for the collection which will be automatically deducted from the refunded value. This is the default, or you can untick the “Apply Fee?” box which would waive the collection fee.     

  

Please note, the “collection value” is pre-populated with the retail value, but this can be over-written to a lesser value if required.

Opting to apply this fee will change the status of the item(s) to “Return Expected”, and an extra order item for the Collection Service fee will show with the status of “Unfulfilled”. Not opting to apply the fee will mean this collection service fee is not added.

To resolve the collection return, click the “Resolve Return” button and select an appropriate action, then click “Confirm”.

You will also need to "Despatch" the Collection Service Product with the courier and tracking details for the collection:

This will change the status of the item(s) to "return received" and the collection service fee as "fulfilled". The process is now complete.

If required, you can also opt to cancel a collection, rather than complete it. But please note, once a collection is completed, you cannot cancel.

Doing this will set the order back to normal and cancel the return entirely.

Collection fees cannot be applied to Made to Order or Custom-Made items as these are not eligible for Change of Mind returns.

Please note, if our Customer Service Team need to complete a return on your behalf, a collection fee cannot be generated.