Tracked Returns

            The Tracked Returns module is quick and simple way to see what items your customer has returned. From the Logistics website, you can navigate to Fulfillment > Tracked Returns to access your returns. From here, you will see a list of your returns with the most recent listed first. You will find a filter at the bottom of the list that will let you search by state, sort by different dates, or search for a specific return.

            The listing page shows returns that have been received by Shipvine.

            Clicking the View button next to a return will show you the details on the specific return. This details page provides several bits of information regarding the return, including the order number, a link to the original fulfillment request, the return tracking number, and date that the return was received.

            Returns can have several states:

            • Pending – We've received advance notification that a return is headed our way. Typically, you will only see this state if you have customers create returns on your website and your website is sharing this information via the Shipvine Logistics API.
            • Received – We've received the package at our warehouse and scanned the return tracking number, but we haven't gone through the contents of the return yet.
            • Processed – A Shipvine agent has gone through the return, confirmed the items, and placed any notes from the customer on the return. You now have enough information to issue a refund to the customer or to create an exchange for the customer in your system.
            • Complete – The items have either been restocked or marked defective as required.

            Items can have several different statuses of their own: Salable, Defective and Stocked. If an item is determined to not be salable or defective, then we’ll place a note and sometimes a photo of the item on the tracked return page. If an item is salable, it will be returned to inventory and made available for future fulfillment requests.

            Below the listing of items, you will see notes from our returns clerks. They'll enter any special notes or requests from your customer as well as general comments or problems with the returns. In many cases, customer returns are straight forward the customer has sent the item back and wants a refund so you may see no notes in many cases. You can also add a note yourself, often as a reminder that you’ve processed the return, store credit or any other internal process.

            Shipvine agents will communicate important information about the return in the Notes section.

            Please keep in mind that any notes you add will most likely not be seen by our returns clerks after the return has been marked as completed. So, if you have any questions about a specific return you would want to contact us.

            The details page shows what items were returned as well as any important notes about the return.

            Tags allow you to put a quick note on a return that is viewable from the main returns list. Most often we will flag exchanges with an “exchange” tag, since most companies prefer to process these requests first to get the new products shipped out to the customer. Some customers will also use this to mark a return that they've processed in their e-commerce platform.

            By default, tags appear blue in the listing screen. If you end a tag with an exclamation point (such as "damaged!"), it'll appear red. If you end a tag with a question mark (such as "defective?"), it'll appear yellow. This gives you a quick way to see high-level information about returns from the listing screen.

            Tags, such as "exchange" or "damaged", are easily viewed from the listing screen.

            Finally, the Hide/Unhide button will remove the return from the default tracked returns list. It's a convenient way to hide returns that you're done with so that the default listing view only shows returns that require some action. You can still find these returns later by check marking the box next to “Show hidden returns” in the tracked returns filter.

            Updated: 06 Apr 2017 04:48 AM
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