Managing returns

When you click a return, the detail screen of that return opens. Here you see which products have come back, you view the shipments and photos of the return, and you can mark the return as unsellable.

Opening the detail screen

1. In the menu, go to Returns. You can also open a return from Shipments.
2. In the overview, click the row of the return.

You can also open a return from the detail screen of an order.

The detail screen has four tabs: Return, Shipments, Photos and Logs. A return from bol has no Shipments tab.

Remark for the processor

At the top of the detail screen you find the Remark for the processor. The fulfilment company sees this remark while processing the return. You can change it as long as the return is still expected and you are allowed to manage returns.

1. Click the pencil icon next to Remark for the processor.
2. Enter the Remark and click Confirm.

Return

On the Return tab you see the products of the return. For each product you see how many were Accepted. If you click a product, the detail screen of that product opens. If a line consists of a Virtual product, clicking the line opens the detail screen of the virtual product.

Internal remark

Under Internal remark you record a remark that is only visible internally. The fulfilment company does not see this remark. If you are allowed to manage returns, click the pencil icon next to Internal remark to add or change the remark.

Invoice

If costs are linked to the return and you are allowed to view invoices, this tab shows the Total price. Hover over the amount to see the invoice lines, with the Invoice, the Description, the Amount, the Price and the Total for each line.

Shipments

On the Shipments tab you see for each shipment when it was sent (Shipped on), to which Address, and the dimensions and weight of the package.

With Label you open the shipping label. If the shipment has more than one label, you first choose which label you want. A cancelled shipment is marked Cancelled.

You find the tracking code of the shipment at the top of the detail screen, under Tracking. Click it to open the carrier's tracking page.

Photos

On the Photos tab you see the photos of the return, split into Consumer photos and Warehouse photos. Warehouse photos give insight into the condition of the product on receipt. Click a photo to view it in large size. That window also has the Download button.

Logs

On the Logs tab you see what has happened to the return. For each line you see Created on, By and a Description.

Mark unsellable

If a returned product is damaged, incomplete or no longer sellable for another reason, you record that right away. The Mark unsellable button is at the top of the detail screen. You see it if you are allowed to manage returns, as long as the return is not completed and has not been marked unsellable yet. A return to an alternative address does not have this button.

1. Click Mark unsellable.
2. In the window, click Mark unsellable.

The item is then not put back into stock.

Completing a return to an alternative address

A return that was Delivered to alternative address never reaches the fulfilment company. You complete such a return yourself. You see the Set completed button at the top of the detail screen if you are allowed to manage returns and the return has not been processed or completed yet.

1. Click Set completed.
2. Confirm in the Set completed window.

You complete other returns from the overview, on the Processed tab. See the article Returns overview.