Your customer can create returns in a variety of ways, based on if you have Enabled or Disabled User Login, Authorization, Return-creation over a longer period of time and which customer portal you use. These various settings will translate to 4 (with agent approval) or 6 (automatic approval) steps for the customer to enter in a fluid registration process.
Here we will walk you through the process, based on the default settings, and explain what changes based on your settings.
The login screen is the default starting screen for all customers. If you use the system with Use accounts, or Dealers, they can enter their information here, or even create a new account. If you use a combination of login and guest registration, the customer can chose which method to use.
If you do not use user login, and only have guest registration, this page is skipped completely.
Once a user logs in the return starting page opens.
1. Select return type
This page has multiple uses, but is overall the same for all users. Users can select the configured return type to create a return. They can also continue returns previously started (if enabled) and can view returns that are within the return process or historical returns that they have sent in before.
This page is split in 5 blocks top to bottom.
– Create return buttons
– Explaination text.
– Quotation approval block (similar to open/ created returns)
– Create shipment (depends on logistics partner)
– Open / Created returns.
A customer will select the type of return they wish to create (based on availabe return types) and continue to registering the Order Number of the return item.
2. Enter order number and products
Following this registration you can have the customer add products, or more orders (if multiple orders is configured)
A user can add orders and products, once complete, they will continue to step 3 and enter their address information. If you do not use customer account, or our Order API, your customer will need to manually enter the information, if there is an OrderApi link present, we will prefill the information with the known data from that order. The same goes for register users who have entered their address.
2 a. Products & Product Lines
Depending on your settings (Contact support if you are unsure) your users may need to fill in various conditions / information about specific quantities of a product. If this feature is enabled the customer in the portal, and the agent if they are manually creating a return will have a screen similar to the one below.
Product Lines are added only when the user is required to fill in conditions or a serial number based on the product group.
3. Enter sender address details
Once the address is entered the customer will continue to the questions step. These questions are configured per return type and are visible in all steps of the return process. If you have Pre-Approval enabled, this is the last step for the customer.
4. Answer return questions
The customer is then either greeted by the approval confirmation screen, or step 5 the shipment selection screen (not available to customer with approval).
5. Select shipment type
The customer picks the shipment type available from those configured for the return type. Based on the configuration, the customer can view their EU-Withdrawal form.
6. Print or download label
Once the last step is completed, the customer will receive a shipment label and be on their way to sending the return. The shipment label is emailed as well as displayed. Customers that get their label after approval, will only receive it in the email.