Approve returns automatically
- ASHITA GUPTA (Unlicensed)
Approve returns automatically.
Objective -
The user has a workflow to manually approve the returns.
This will be applicable only for customer returns.
Problem statement -
Currently, Eshopbox automatically approves the return.
Requirement -
The user can approve the customer returns manually.
Approve return requests from the orders page on the Eshopbox workspace manually.
Existing system -
Currently, Eshopbox automatically approves the return.
Expected behavior -
The user can approve the customer returns manually.
Workflow-
Log in to your workspace.
Go to the customer portal >manage your return policy.
Once the user enables the toggle, the user will be asked for the “Approve returns automatically” with a toggle button.
Description -If this is turned on, all the returns will be approved, and the shipping provider will be assigned to pick up your return from the customer's doorstep.
The toggle button for approving returns will automatically turn on by default.
When the toggle button is turned off- all the returns will be approved manually.
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. (optional)
Checkbox: Send a notification to the customer.
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:
Approve returns
Description: Are you sure you want to approve returns for selected order items?
Action button: Approve returns.
Success message
Approving 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. (optional)
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.
SMS CONTENT WHEN THE RETURN REQUEST IS APPROVED
Return Placed: Your request to return the Slim fit hoodie (Order ID:14906, Tracking ID:123456789) has been approved. We will send a notification once the courier partner is out for pickup
Can the user retake the return action if the return is canceled?
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 aaproved
(Actor) approved return.
when the return is canceled
(Actor) canceled return.
Return cancellation reason:
How to handle Exceptions?
How will the user disable this?
The user can disable the toggle button against “Approve returns manually.” And this will be disabled.
By doing this action (disable):
all the returns will be created in Return requested status.
all the returns will be approved manually.