Return requires approval
- ASHITA GUPTA (Unlicensed)
Create return request automation.
Objective -
The user is able to configure automation for manual approval of returns.
The user has the workflow to approve or cancel the return request.
ATTRIBUTES: Based on the orders or return attributes, the user can create a specific filter to create a return with a Return requested status. For example, As a user, I want to automatically mark the returns requested whenever the return reason is “others”. OR Example: As a user, I want to automatically mark the returns requested whenever the sales channel is “Shopify”.)
This will be applicable only for customer returns.
Problem statement -
Currently, the return is automatically approved for all the products by Eshopbox.
Requirement -
The user can approve returns requests placed by the customers.
The user can configure automation for manual approval of returns.
Approve or cancel the return request from the orders page on the Eshopbox workspace.
Existing system -
There is no provision in running where the user is able to set automation for the return requested by the customer.
Currently, the user can’t approve or cancel the return request for products.
Expected behavior -
The user can set automation for returns requested by the customer.
The user can either approve or cancel the customer's return request.
Workflow:
Set up settings in the customer portal.
Login to workspace
Go to customer portal >manage your return policy.
Once the user enables the toggle, the user will be asked for the “Return requires approval” with a toggle button.
Description: Manually approve the customer returns created in the requested status.
Toggle button (by default off)
Field, condition, value
Field | Condition | Value | Type |
|---|---|---|---|
Return reason | is |
| Multi select |
| is not |
|
|
Return date | less than | n days of delivery | Number |
| greater than | n days of delivery |
|
Selling price | less than |
| Number |
| greater than |
|
|
Vertical | is |
| Multi-select |
| is not |
|
|
Product custom field |
|
| Based on the field type |
Sales channel | is |
| Multi-select |
| is not |
|
|
SAVE
Note:
If any return fulfills the above condition set by the user on the customer portal:
creates a return with the status “Return requested.”
no requests are sent to clickpost for return pick up.
If any return does not fulfill the above condition set by the user on the customer portal:
creates a return with the status “Awaiting pick up.”
requests are sent to clickpost for return pick up.
How to view return requested order items on the Eshopbox workspace?
Navigate to orders
User current status = Return requested to view such orders.
A segment will also be visible to the user as “Return requested”.
Note: Check box to take bulk action will only be visible when Return requested segment is selected. Else check box won't be visible.
How to approve the returns in the requested status (individual)?
Navigate to orders
User current status = Return requested to view such orders.
Take action > Approve return.
Success message
The return is approved, and the pick-up is aligned.
Error message
Something went wrong please try again later.
How to cancel the returns in the requested status (individual)?
Navigate to orders
User current status = Return requested to view such orders.
Take action > Cancel return.
Confirmation popup
Cancel return
Description: Are you sure you want to cancel the return for the selected order item?
Action button: Cancel return.
Return cancellation reason (Text field). Description: Enter the reason for canceling the return.
Checkbox: Send a notification to the customer with the return cancellation reason.
Success message
Canceling returns. Please refresh to check the latest status.
Error message
Something went wrong, please try again later.
How to approve the returns in the requested status (bulk)?
Navigate to orders
Select segment Request requested.
Using the check box, select the order items.
Action > Approve return.
Confirmation pop-up:
Accept returns
Description: Are you sure you want to accept returns for selected order items?
Action button: Accept returns.
Success message
Accepting returns. Please refresh to check the latest status.
Note: The status of all the approved returns will be updated to Awaiting pickup.
Error message
If any error is received from API: Something went wrong, please try again later.
Note: The status of all the failed to approve returns will remain in Return requested. The user can escalate such issues to Eshopbox.
How to cancel the returns in the requested status (bulk)?
Navigate to orders
Select segment Request requested.
Using the check box, select the order items.
Action > Cancel return.
Confirmation pop-up:
Cancel return
Description: Are you sure you want to cancel the return for the selected order items?
Action button: Cancel return.
Return cancellation reason (Text field). Desc: Enter the reason for canceling the return.
Checkbox: Send a notification to the customer with the return cancellation reason.
Success message
Canceling returns. Please refresh to check the latest status.
Note: The status of all the canceled returns will be updated to Delivered.
Error message
If any error is received from API: Something went wrong please try again later.
Note: The status of all the failed-to-cancel returns will remain in Return requested. The user can escalate such issues to Eshopbox.
Notification to the customer when the return is canceled?
Email template
Subject: Return request cancelled.
Hi John Doe,
Your return request is canceled.
Reason:
Order Summary
Order Status Return request cancelled.
Action button - Track order | Shop More
Order ID WRTYUIO23456DG
Delivery Address XX Street, ABC colony, QPR City, LML State Pin code - 123456
SMS Updates sent to +91-9888997765
Mode of Payment: Visa debit card
Item's image
Product Name: Xeno freqs future... collection
Product Qty: 1
Thanks for shopping with us!
[Brand Name]
Need Support?
Got questions? Reach out to our customer support at [number] or email at [email].
Fulfilled by Eshopbox This is an auto-generated email. Please do not reply to this message.
Can the user retake the return action if the return is cancelled?
Yes
How will the customer portal look?
when return is in requested status - Figma required of return requested.
when return is in awaiting pick up status - as per current flow. Add view to Figma
when return is in canceled status. - as per current flow when order item is delivered. Add view to Figma. (Your return request is canceled.)
Filter:
The status will be added in “Current status.”
Activity:
When the return is created by the customer and the status is awaiting pickup
(Actor) created return.
Return status: Awaiting pickup
When the return is created by the customer and the status is return requested
(Actor) created return.
Return status: Return requested
when the return is accepted
(Actor) accepted return.
when the return is canceled
(Actor) canceled return.
Return cancellation reason:
RETURN REQUEST APPROVAL WORKFLOW-
https://drive.google.com/file/d/1lMb0td8U0tUcJPUeiL9LFV5TWfm0b8av/view?usp=sharing**