Customer Journey

outline here's what a customer sees when they choose to drop off their return in store the flow the customer lodges their return as normal and selects your drop off option as their return method if a handling fee is set, it's applied to their return summary on the return lodged page, the customer is shown their next steps go to the address below the drop off location, along with how many days they have to drop off their return show them this qr code a qr code your team scans to find the return (this step is hidden if you've enabled the hide drop off qr code setting) make sure your return is processed in store the customer is told your team will process the return in store and flag any issues with them directly in store when the customer arrives, your team scans the qr code with the refundid app to bring up the return, or searches for it manually from there the return can be receipted and processed see the refundid scan section for more on the app staff need access to the store's merchant portal with returns access to receipt drop offs in the app