The process for handling returns works in a similar way to handling an incoming order.
- A consumer returns a product purchased on the marketplace (this can be for a number of different reasons). The return is registered on the marketplace. Channable picks up this return request and it is displayed in the Orders > Returns view.
- Channable creates the return request in the back office of your webshop. Information that is sent along with this request: address details and invoice details.
Important! Although we send the address and invoice details, Channable is not responsible for the credit invoice, since we don't make an invoice with a return. - You can then choose how you want to handle the return (of course, this depends on what options are available to your webshop, but we do recognize these statuses; if something does not get updated properly, you can always contact our Support department).
| Choice | Description |
|---|---|
| Accept | The returned item was received and accepted, the consumer is refunded |
| Reject |
The returned item was not received or not accepted, the consumer will not be refunded |
| Repair |
The returned item was repaired and sent back to the consumer, the consumer will not be refunded |
| Exchange |
The returned items was exchanged, the consumer is not refunded |
| Keep |
The consumer keeps the item and is refunded |
| Cancel | The return request is cancelled, the consumer is not refunded |
4. The selected status is sent to the marketplace and the consumer is informed (and depending on your choice of the return handling, the consumer receives a refund).
Step 1, 2, and 4 are automated with an order connection's return handling functionality, whereas you need to implement step 3 yourself in the back office of your webshop. As with orders, Channable checks the status of the return request every 5 minutes. In Channable, the Returns overview shows all returns that Channable has received from the marketplace and their status.
Exceptions
At the moment we have two exceptions for marketplaces, the Zalando and Otto API, that don't create returns that Channable can pick up. Instead, the marketplaces expects the sellers to inform them when a return has been made. More information about the return process for Zalando can be found here, and for Otto can be found here.