Get started with Returns
Get started with Returns
Returns allows your customers to register a return themselves from their order history, automatically generates a return label and QR code, and gathers everything you need to see what is being returned and why.
What you get
- The customer initiates the return themselves from My page. You avoid emails and phone calls about how they should send the item back.
- Return label and QR code are automatically generated through Profrakt when the customer registers the return.
- Two emails to the customer — «Return registered» and «Return received» — with the store's own design.
- A worklist of returns that have been registered but have not yet arrived.
- Reports on return rate, most returned products, return reasons, and customers with the highest return rate.
- Option to manually register a return on an order, for items that come back without the customer notifying in the online store.
Requirements
Two things must be in place before you can enable Returns.
Requirement | Why |
|---|---|
Profrakt module | Return labels and QR codes are created through Profrakt. Without Profrakt, Returns has no carrier to order the return shipment from. |
Correct plan | Returns is available on Smart and Plus. |
If you are missing Profrakt, you will get a screen that takes you directly to the setup under Settings › Shipping › Profrakt
What the different plans offer
Plan | What you can do |
|---|---|
Mini | Returns is not available |
Start | Returns is not available |
Smart | You enable it yourself. All returns use the same return carrier |
Plus | You enable it yourself, and customers can choose between several return shipping methods |
Note that there are two different limits here. Being able to activate Returns yourself requires Smart. Allowing the customer to choose between multiple return options requires Plus. A Smart store thus activates itself, but all returns go with the same return carrier you have chosen in the settings.
How to activate Returns
1. Go to Orders/Customers › Returns in the menu.
2. The checklist shows if the plan and Profrakt are in place. Both must be green.
3. Click Activate Returns
Activation does three things at once: it opens the return form for customers in the online store, it gives you the dashboard and reports, and it installs and turns on the two email templates "Return Registered" and "Return Received".
Kjører du Returer fra før i det gamle kontrollpanelet, fortsetter det å virke som før. De to systemene går side om side og leser de samme dataene, så du mister ingenting ved å ta det nye i bruk — men du må aktivere det aktivt. Ingenting skjer av seg selv ved en oppdatering.
Complete the setup
Activation alone does not make Returns ready for use. The dashboard shows a card — Complete the setup for Returns — with four remaining items:
Step | What you do |
|---|---|
Add at least one return reason | The customer must choose a reason when registering a return. Without an active reason, they have nothing to choose |
Set up a return shipping method | On Start and Smart, you choose one standard return carrier. On Plus, you check the methods the customer should be able to choose from |
Fill in the return settings | The return window in days and the terms the customer sees |
Review the return email templates | We have installed and turned on both for you. Read through the text and adapt it to your store |
Each item links directly to where the job is done. The card disappears by itself when all four are complete, and you can hide it earlier with Hide
The items are checked off based on how the store actually looks right now. If you delete the last return reason again, the item reappears.
Where to find Returns
Everything is located under Orders/Customers › Returns. When the dashboard is available, the menu item expands to:
- Overview: the dashboard with key figures, incoming returns, and the most returned products
- Return Rate: the report with sold vs. returned per product
- Returned Products and Returned Orders: the details behind the figures
- Customers: customers with the highest return rate
- Settings: return window, fee, terms, return shipping, and email
- Return Reasons: the reasons the customer chooses from
How it works
A typical return process is as follows:
1. The customer finds the order under My Page and clicks Return items
2. She selects which items and how many, provides a reason, and — on Plus — how she wants to send the package back.
3. The return is registered, the return label is created, and the customer receives the email «Return Registered» with the label and any QR code.
4. The return appears in Incoming Returns on your dashboard.
5. When the package arrives, open the order and register that the items have been received. The customer can receive the email 'Return received'.
6. You credit the order as usual. Crediting and return registration are two different things — see Receive and register returns in the control panel
Tips
- Returns register that items have been returned, for your return statistics. It does not refund the customer and does not change the inventory — you handle that as before.
- You can turn off the return form in the online store without losing the dashboard and reports. The setting is called Allow customers to create returnsIf you completely deactivate Returns, nothing is deleted. Returns, reasons, and settings remain, and everything will return exactly as it was if you turn it on again.