Setting up the return portal

In the return portal your customers register a return themselves. You decide how the portal works, what a return costs and which return reasons your customers can choose. You set up the portal on the Return Portal page.

Opening the return portal

In the menu, go to Settings and choose Return Portal.

The page has four tabs: portal settings, Return costs, Return reasons and Appearance.

The fulfilment company switches the return portal on for you. While it is still off, you only see the Return reasons tab, without the buttons at the top of the page. If you want to use the return portal, contact the fulfilment company.

At the top of the page there are two buttons:

• Copy link copies the link to your return portal. You share this link with your customers.
• View portal opens the return portal in a new browser tab. This shows you how it looks to your customers.

Portal settings

On the portal settings tab you set the return window and the use of your own return address. You save changes with Save at the top of the tab.

• Displayname: the company name the return portal shows.
• Return period (days): after this period customers can no longer register a return.
• Maximum amount of return labels: the highest number of labels a customer can request in the return portal. If you leave it unset, the maximum is 2.
• Verify by postal code: customers of the webshops you choose here verify their return with their postal code instead of their email address. Orders you entered yourself appear in that choice as Manually created.

Return address

Under Return address you use Custom return address to indicate whether returns go to your own return address. If you switch it on, you fill in the Street, Housenumber, Addition, Postal, City and Country. If you do not set your own address, returns go to the return address of the fulfilment company.

A return to your own address never reaches the fulfilment company. In the returns overview such a return shows Delivered to alternative address, and you complete it yourself.

Logo

You set the logo your customers see at the top of the return portal like this:

1. Click Edit next to the logo. The Return portal logo window opens.
2. Upload your logo. The recommended height is 40 pixels.
3. Click Save.

Return costs

Next to Default rate for return costs is the Return costs button. It takes you to the Return costs tab, where you set the rates.

Return costs

On the Return costs tab you set what a customer pays to return, per profile, country and webshop. Here you see the profiles you have already created.

Adding a profile

1. Click New profile. The New profile window opens.
2. Choose the Return profile.
3. Under Countries, choose the countries the profile applies to.
4. Under Webshops, choose the webshops the profile applies to. Choose Manually created for orders you entered yourself.
5. Enter the Default rate for return costs. This amount is In cents: 495 means €4.95.
6. Click Add.

Default rate

At the bottom of the Return costs tab there is also a separate Default rate for return costs. A customer pays this rate when none of the profiles applies. This amount is also In cents. If you enter an amount below 100, you see a warning, because a value below 100 is less than €1.00.

Changing or deleting a profile

Click a profile in the list. A panel opens with the Details tab. Under General you change the Return profile, the Countries, the Webshops and the Default rate for return costs. Then click Save.

With Delete item? you delete the profile. You can also remove a profile on the Return costs tab with Delete item?, after you confirm it.

Return reasons

On the Return reasons tab you manage the reasons your customers choose from when they register a return. For each reason you see the Description, whether Image upload required is on, and the Portal languages set.

Adding a return reason

1. Click New return reason. The Add return reason window opens.
2. Enter the Description.
3. Under Image upload required, choose whether the customer must upload an image for this reason. With No this is not needed.
4. Under Return portal language options, enter a translation per country. If a translation is missing, the system uses the English translation. If that is missing too, the customer sees the default description.
5. Click Add.

If the customer must upload an image, they can only complete the registration after adding a photo of the product.

Changing or deleting a return reason

Click a reason in the list. A panel opens with the Details tab. Under General you change the Description, Image upload required and the translations under Return portal language options. Then click Save.

With Delete item? you delete the reason, after you confirm it.

Appearance

On the Appearance tab you change how the return portal looks, so it matches your house style. You see the screens of the portal: Home, Creating a return, Confirming the return, Return submitted and Return status.

1. Click the screen you want to change.
2. Change the colours of each part.
3. Click Save.