Processing order returns involves the interaction between three distinct platforms: your webshop, Channable, and the marketplace. Due to a number of reasons, the capability to handle order returns is not universally available across all platforms. To clarify, we've created lists of both the webshop platforms and the marketplaces for which our order connection currently supports order returns.
Supported Webshop Platforms for Order Returns:
- Magento (1&2)
- Lightspeed
- Mijnwebwinkel
- Channable API
Supported Marketplaces for Order Returns
At this time, our tool is capable of processing order returns from the following marketplaces:
- Amazon
- Bol.com
- Fruugo
- Miravia
- ToBeDressed
- Walmart
Supported (but requires action)
The below two Marketplaces expect the sellers to inform them when a return has been made. More information about the return processes can be found by clicking on the Marketplaces below.
For Channable API users: If you need to handle returns using the Channable API, please contact our technical support team for assistance.
Handling returns
The process for handling returns works similarly to handling an incoming order.
1. Return Initiation by the Consumer
A consumer decides to return a product purchased from a marketplace for various reasons. This return is then registered directly on the marketplace platform.
2. Return Request Capture by Channable
Channable detects the return request and displays it in the: Orders > Returns view within the platform.
3. Return Request Creation in Your Webshop
Channable automatically creates the return request in the back office of your webshop. This includes critical details such as the consumer's address and invoice information.
It's important to note that while Channable automates this data transfer, it does not generate a credit invoice for the return, as the responsibility for the financial transaction lies with the retailer.
4. Retailer's Return Handling Decision
With the return request now in your webshop's system, you can determine how to proceed based on the options your webshop supports. Channable recognizes the following return handling statuses, allowing you to update the situation as needed:
- Accept: The return is processed, and the consumer is refunded.
- Reject: The return is either not received or not accepted, with no refund issued to the consumer.
- Repair: The item is repaired and returned to the consumer without a refund.
- Exchange: The product is exchanged, with no refund necessary.
- Keep: The consumer is allowed to keep the item and receives a refund.
- Cancel: The return request is canceled, and no refund is provided.
Should there be any questions or issues with updating statuses, reach out to our support team.
5. Status Communication and Refund Processing
Once a return status is selected, this information is relayed back to the marketplace, ensuring the consumer is kept informed. Based on the chosen course of action regarding the return (e.g., refund, exchange), the appropriate action is executed.
Automation and Manual Intervention
Steps 1, 2, 3 and 5: are automated through Channable's return handling functionality.
Step 4 requires retailers to manually review and decide on the return within their webshop's back office.
Channable continuously monitors the status of each return request, updating every 5 minutes to provide real-time visibility in the Returns overview.
Handling Bol FBB returns
The return procedure differs for items that were initially included in a Bol (FBB) order. The following applies:
- Bol.com takes care of the return process themselves.
- In your system, the return will automatically show up as Accepted. Bol.com has already handled and accepted the return.
So, for Bol FBB returns, you don’t have to worry about updating the return status in step 4.