Lodging A Return For A Customer

outline your team can lodge a return on a customer's behalf directly from the merchant portal useful for phone or email support cases, or for in store situations where the customer hasn't used the returns portal the flow is optimised for tablets, so staff can work through it by touch at the counter steps open lodgement from your merchant portal and check the store location shown in the top right search for the customer's order pick what to search by (order number, email, name or phone number) and enter the value if no order is found, one tap buttons let you run the same search against a different field select the items being returned for each item you'll confirm the quantity and return reason, then choose the restock location and resolution together on one screen items with nothing left to return are greyed out confirm how the items are coming back at the counter this is filled in for you (see below) if any resolution is an exchange, select the exchange items next they are chosen before the summary so the customer can pay any difference as soon as the return is lodged review the breakdown and submit the progress bar at the top shows where you are, and completed steps can be tapped to go back once any resolution has been lodged, the item selection is locked cancel the return if the items need to change \[image placeholder merchant lodgement flow] controlling which resolutions your team can offer each resolution has an enable on pos toggle under settings > resolutions turn it off to withhold that resolution when your team is lodging at a store counter, while leaving it available to customers in your returns portal use it for resolutions that only make sense online the toggle is on by default, so every active resolution is offered unless you turn it off this applies only at the counter, which refundid recognises by the store location shown in the top right if your store has no drop off locations set up, your team is lodging from a desk and every active resolution stays available choosing a return method when your team is lodging at a store counter, there is nothing to choose the store shown in the top right is where the items are landing, so refundid selects that store's drop off method for you and takes you straight to the summary you can still change it there see below otherwise, after selecting items you'll be asked how the customer is returning them no return shipping needed the default the customer is with you in store, or you already have the items in your warehouse nothing to choose; just continue ship with a label generates a return shipping label using your configured shipping services, emailed to the customer when the return is lodged the label cost is deducted from the customer's refund, and the address the parcel is sent from can be edited before you continue a label needs the customer's first and last name, and some carriers also need a contact phone number if the order is missing anything the carrier needs, a customer information dialog appears when you continue so you can add it other return methods any of your other active return methods, such as the customer posting it back themselves with the same handling fees that apply in the customer returns portal you'll also be asked when no store is selected, or when the store selected isn't one of the drop off locations on any of your return methods booking a carrier pickup where your carrier offers it, the label rates include pickup options as well as drop off ones each rate says whether the parcel is collected from the customer or dropped off by them choose a pickup rate and, when you continue, you'll pick the collection day from the dates the carrier has available and see the time window it will arrive in some carriers also ask for a short pickup instruction, such as "ring the doorbell on arrival" a pickup is collected from the address shown under shipping from , so make sure it is right edit it first if the customer wants collection somewhere else the booked date and window appear on the return summary, and the label and pickup details are emailed to the customer when the return is lodged choosing where the items are returned to if you have more than one shipping location, a returning to selector appears at the bottom of the dialog it starts on the address refundid would normally use (your workflow rules, the marketplace vendor's return address, or your primary shipping location) and you can switch it to any of your other shipping locations the selection is forced onto the label, so the parcel is addressed to the location you picked, and label prices re quote when you change it rates and carriers can differ by destination the same selection applies to returns lodged without a label, so the return is recorded against the right location drop off returns are unaffected; they always go to the selected drop off store if the customer later adds another return to the same parcel, that return is recorded against the location you picked, so everything travelling together is accounted for at the same place \[image placeholder return method selection dialog] changing the return method on the summary the summary step shows a return method section with the method the return will be lodged with the store the items came back to, the carrier and price of a shipping label, or the return method you picked tap edit to reopen the same options and choose a different one, then save the dialog is the whole picker, so returning to can be changed from here as well once a resolution is lodged its summary shows the method without an edit action each resolution is lodged as its own return, so editing the method on one resolution's summary only changes that one if a return is split across resolutions and the customer is posting everything back in one parcel, set the method on the resolution you want the label for lodge vs lodge and process on the summary step you can choose how the return is created lodge creates an open standard return that lands on your dashboard to be processed later for example, once the items arrive back lodge and process creates the return and processes the resolution immediately lodge and process is unavailable when the customer owes money on an exchange the return can't be processed until they've paid, so lodge it and process it from your returns dashboard once the payment comes through at the counter, refundid pos can take the payment and process the return in the same visit see taking payment for an exchange docid\ vhkackocssvbh9s5kvwtg there's also a skip processing resolution option, which processes the return without performing the resolution on your ecommerce platform use this when the refund or exchange has already been handled outside refundid returns with multiple resolutions if the customer's items are split across different resolutions (for example a gift card and an exchange), each resolution is lodged in turn the button names the resolution being lodged, and after each one a confirmation screen takes you to the next resolution until the return is complete exchanges swapping sizes and colours when a resolution is an exchange, the returned item's own variants are offered first one item at a time so a same product size or colour swap is a single tap you can skip an item, or skip the rest, to search the full catalogue instead on shopify stores, each exchange item on the summary step has a fulfilment location dropdown that sets where the replacement is fulfilled from lodging at a store preselects that store, where its drop off location is linked to a shopify location leave it on any location in stock to let shopify and your exchange inventory settings decide where that location is the store you're lodging at, a mark as fulfilled toggle appears under the dropdown so an item handed straight to the customer is fulfilled as the return is lodged see exchanges at the counter docid\ gnrthtw4cmyvaswavhouk restocking for each item you choose a restock location or don't restock in the same dropdown if your settings have restocking enabled by default, the first location is preselected; otherwise don't restock is preselected notes required from customers can be bypassed when lodging on their behalf the bypass is on by default using this in store the flow is built for tablets, so your team can work through it by touch at the counter, build an exchange from your live catalogue and take payment from the customer for the difference the same flow runs in the refundid app, where it's the lodge return for customer option on the returns tab see refundid pos docid 3zbl0tuu6w6cqdiupgkbj