Review Returns

overview returns are able to be placed in a review state this allows a return to be lodged without automatically sending the return label to the customer the retailer can review and approve the return before providing the customer with return instructions this is especially useful for faulty returns where assessment is needed before confirming the item as faulty once reviewed, you can choose to waive the return shipping cost or approve the return as usual this helps prevent misuse of the faulty return option to access free return labels how to set up the return review state is set up within flows follow the steps below to get started head to settings > flows create a new flow select the condition you'd like to have trigger the return review state for example, if you'd like a return to be put in a review state when an item is being returned for the reason of being faulty, you might set the condition to be if return reason is equal to faulty in the outcome, select the mark return as in review for resolutions option select the resolutions you'd like to trigger an in review state from the dropdown this means that when this resolution is selected, the return will be put in review should it meet the set condition the review functionality is only supported for non instant returns instant returns are unable to be put in review click save what is on the merchant portal when a return is placed into the in review state, it will appear on your dashboard with an hourglass icon and the return status labeled as in review when reviewing a return, you'll see several actions and configuration options available approve review approve the lodgement and put the return in a processable state note this does not issue the resolution, it just allows the return to be lodged and for the customer to receive their label to send back their return (if applicable) once a return review is approved, the pop up will shift to the standard processing pop up decline review decline the review and the return the customer won't receive the next steps to send back their return send return label & next steps when this switch is turned on, once the return review is approved, the customer will be emailed their return label as well as the next steps to get their return back to the retailer in review page the in review next steps can be customised for each resolution type before it's approved each resolution now includes an in review section where you can define the specific next steps for that state from the customer's perspective, the in review page will appear as shown below the next steps they see will depend on what you’ve configured for that resolution