Returns overview

On the Returns page you always have insight into your returns. You see which returns are expected, which the fulfilment company has processed and which you have completed. Here you also create an individual return and export your returns.

Opening the page

In the menu, go to Returns. The page opens on the Processed tab.

Click a return to open the detail screen. See the article Managing returns.

Tabs

The returns are spread over these tabs:

• Processed: returns the fulfilment company has processed.
• Expected: returns that have been created but that the fulfilment company still has to process.
• Completed: returns you have completed.
• Return lines: the products of all your returns in one list.
• Failed return shipments: returns from the return portal that are still expected but for which no return shipment was created. These can be paid and free returns. You only see this tab if you are allowed to manage returns.

On the Processed, Expected and Completed tabs you see for each return:

• Reference: the reference of the original order.
• Webshop reference: the reference from the webshop.
• Name: the name of the customer who sent the return.
• SKU count: the number of unique products in the return.
• Items: the total number of returned products.
• Status, Created at and Last updated.

If a return shows Declared unsellable, it contains a product that is unsellable. It is not added to stock on receipt. On the Expected tab you also see whether a return was Delivered to alternative address.

When you tick one or more returns, the Actions button appears with the actions for the selected returns.

Completing returns

Once you have done what is needed for a processed return, you complete it for your own records.

1. Go to the Processed tab.
2. Tick the returns.
3. Click Actions and choose Set completed.
4. Confirm. You then see Returns completed successfully.

The completed returns then appear on the Completed tab.

Rejecting expected returns

1. Go to the Expected tab.
2. Tick the returns.
3. Click Actions and choose Reject all.
4. Confirm. You then see Returns rejected successfully.

Rejecting is the same as marking the return unsellable. The return then shows Declared unsellable and the fulfilment company does not add the products to stock on receipt. You cannot tick a return that was Delivered to alternative address.

Creating an individual return

You use an individual return when there is no matching order in Stockhub. For example when the order was made outside Stockhub, or when you want to register a return manually. The button is on the Processed and Expected tabs. You see it if you are allowed to manage returns and the fulfilment company has set up a carrier for returns.

1. Click Create return (without order).
2. If you want to include a label, switch on Create shipping label and choose the Country and the Shipper. Note: this label is invoiced as soon as it is created, even if it is not used. If there is no return option for the country, the window tells you.
3. Fill in the Name. If you do not create a label, also fill in the Reference. Nothing more is needed to announce the return.
4. Switch on Mark unsellable if nothing from this return may go back into stock.
5. If you create a label, fill in under Sender the address of whoever sends the parcel back: Name, Company name, Postal, Housenumber, Housenumber addition, Street, City, Email and Phone. You can also choose a Standard address. After you fill in the postal code and house number, the system looks up the address. If no address is found, fill in the street yourself.
6. Under Products, use Add to add the returned products. Find the product with Search for products and choose the Reason. If you create a label, add at least one product.
7. Click Create.

You then see Return created with the Reference. If you created a shipping label, you also see the Tracking number.

The fulfilment company sets up for which countries you can create a shipping label.

Exporting returns

The Processed, Expected, Completed and Return lines tabs have an Export button. The returns are exported to an Excel file. While the export runs you see Processing export.... After that you see Export completed successfully or Export failed.

Return lines

On the Return lines tab you see for each returned product the Order, the Name, the SKU, how many were Accepted and Rejected, any Remark, the Status and when the line was Updated at. If a line belongs to a composite product, you see Part of a virtual product.

You process lines like this:

1. Tick the lines.
2. Click Process lines.
3. In the window, choose Return received under Type.
4. Confirm. You then see The lines are being processed.

You can only tick lines of bol returns with the status Completed or Declined that have not been handled yet.

Failed return shipments

On the Failed return shipments tab you tick returns and choose under Actions:

• Retry return label: the shipment for the selected returns is tried again.
• Delete failed returns: the selected failed returns are deleted.

You confirm both actions first.