Lodging A Return At The Counter

outline from the returns tab in the refundid app, tap lodge return for customer to start a counter return then runs through four steps, shown in a progress bar at the top of the screen find order , select items , review & lodge , done completed steps can be tapped to go back 1\ find the order customers rarely arrive with an order number choose what you're searching by from the pills at the top order number, email, phone number, first name or last name and enter the value the search box is focused automatically, so staff can start typing straight away, and pressing enter runs the search and dismisses the tablet keyboard if nothing is found, the screen offers one tap buttons to run the same value against the other fields a customer who gives a number that turns out to be their phone number rather than their order number is one tap away from the right result, with nothing to retype once the order is found, the order number appears as a chip in the header tapping it copies the number, which is handy when you need it in another system 2\ select the items items from the order are listed with their images at a size you can identify across a counter for each item the customer is returning, tap it and work through quantity and return reason the same return reasons and follow up questions your online customers see any notes or questions attached to that reason where the customer would normally be required to enter notes, staff can bypass that requirement the bypass is on by default, since your team is capturing the reason in conversation rather than typing on the customer's behalf restock location and resolution , chosen together on one screen the restock dropdown includes a don't restock option; if your settings restock by default the first location is preselected, otherwise don't restock is the resolution preselects the one with auto select resolution turned on under settings > resolutions (the highest priority one, if you have several), and otherwise the first option available for that item only resolutions you've made available at the counter are listed each resolution has an enable on pos toggle under settings > resolutions , on by default; turning it off withholds that resolution here without affecting your customer returns portal items with nothing left to return are greyed out and can't be selected so a previously returned item can't be returned twice by mistake selected items show a summary of the quantity, reason and restock choice, so staff can check the whole basket at a glance before continuing items the customer isn't eligible to return where your flows or policy block an item, an explanation is shown before the item can be added your team can override and continue where you'd allow a goodwill exception in store see order override docid\ zvx7rxzaabr7v6yk6xlnl 3\ exchange items if any of the resolutions selected is an exchange, the exchange items are chosen next before the summary this is deliberate the exchange has to be known before the customer can be told what they owe, and the customer is standing right there see exchanges at the counter docid\ gnrthtw4cmyvaswavhouk 4\ review and lodge the summary shows what's being lodged and the customer's details on the left, and how you want to create the return on the right lodge creates an open standard return that lands on your dashboard to be processed later lodge and process creates the return and processes the resolution immediately the usual choice in store, where the goods are in your hands there's also a skip processing resolution option, which processes the return without performing the resolution on your ecommerce platform use it where the refund or exchange has already been handled outside refundid for example on a till you've already refunded through where the resolution is an exchange, each exchange item on the left also has a fulfilment location , preselected to the store you're lodging at see exchanges at the counter docid\ gnrthtw4cmyvaswavhouk lodge and process on an exchange the customer owes money on where the customer is exchanging up, the return can't be processed until they've paid, so the two steps are split lodge and process creates the return, then processes the resolution for you on the payment screen the moment the payment comes through with the items approved and restocked exactly as they were lodged stay on the payment screen while the customer pays and there's nothing else to do if you leave before they pay, the return is simply left open, and you process it from the payment screen when you come back or from your dashboard see taking payment for an exchange docid\ vhkackocssvbh9s5kvwtg choose lodge instead when you want to see the goods again before approving anything returns with more than one resolution where the customer's items are split across different resolutions say a refund on one item and an exchange on another each resolution is lodged in turn the action button names the resolution being lodged, with a caption warning that more remain, and after each one a hand off screen confirms what was lodged and takes you to the next resolution once any resolution has been lodged, the item selection is locked the stepper, the back navigation and the item screen all stop you rebuilding the basket, because part of the return already exists if the items need to change, cancel the return and start again video this walkthrough shows a store team member lodging a return at the counter and resolving it as a refund or store credit