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Online retailers experience 3 times as many returns as brick & mortar stores, and the processing of these returns is a costly overhead for most businesses. Having the ability to accept returns online can streamline the process for both you and the customer, with the added benefit of encouraging repeat business following a pleasant, hassle-free returns experience.

From version 4.05.05+, BPD websites can take care of online returns for your business. This article will take you through configuration of the feature.



The process for your customer looks something like this:


  1. The user logs in and navigates to the order details page via their Order History. If the order contains returnable lines, a 'Return Items' button is visible. The user clicks this to begin the return. 

  2. After indicating the items and quantities to be returned, the user completes the pickup and return information (return reason, whether the stock is in resalable condition, and so forth). 

  3. The user will be given confirmation on submitting the return, which either instructs them to keep the stock if the return falls below a certain value, or details how to get stock back to you.   

  4. The online return integrates back to your ERP and is managed as part of your normal business process for returns. 


Enable & Configure the Feature

  1. In the CMS, navigate to Settings → Feature Management

  2. Select the Payment & Checkout tab.

  3. Click 'Configure' against the Returns feature. If you don't see a configure button, click the 'Contact to Enable' button so that we can make it available to you. 

  4. Configure the options to suit your business rules. Refer to the table below for further information. 

     Click here to expand...
    Enable Returns Toggles the functionality on and off. You can leave it turned off until you've configured all settings as required. 

    Role overrides available.

    Only One Return Per Order 

    If enabled, a user who has submitted a return for one part of an order will not be able to go back and submit a return for subsequent items on the same order.

    Role overrides available.

    Enable Returns for Orders with Charge LinesAllows for returns to be submitted against orders which have special charge lines on them (bulky freight, installation, etc.)

    Role overrides available.

    Enable Return Order Confirmation Emails

    Allows for the sending of confirmation emails to the user once they've submitted an online return. 

    Enable Returns For Kits

    Allows kit items to be eligible for returns, including kit components.

    Role overrides available.

    Search Returns Label

    The description that shows in the dropdown list when searching order history.

    Role overrides available.

    Statuses of Returned Orders

    ERP status codes for orders classed as 'Returns'. Orders with this status will be displayed when the customer searches for returns in their order history.

    Role overrides available.

    Statuses of Returnable Orders

    ERP status codes for orders eligible for returns. Only orders with these statuses will display the 'Submit Return' button.

    Role overrides available.

    Maximum Returns Time FrameThe number of days (from invoice date) that an order can have a return submitted against it.

    Role overrides available.

    Low Value Order AmountThe dollar amount under which a return is classed as "low value". For many businesses, this stock is written off instead of being returned to inventory.Customer overrides available.
    Disable Returns for Orders With Customer PrefixesAdvanced setting, applies to custom implementations.

    Role overrides available.

    Disable Returns for Orders With Service BranchesAdvanced setting, applies to custom implementations.

    Role overrides available.

    Status of Submitted Return Orders

    The ERP status return orders will be set to. 

    Status of Submitted Low Value Return Orders

    The ERP status that low value returns will be set to. 

    Returnable Order Confirmation Status

    The ERP status that triggers the Return Order Confirmation email to be sent to the user. 

    Returnable Order Confirmation Low Value Status

    The ERP status that triggers the Return Order Confirmation email to be sent to the user (for low value returns). 

    Default Warehouse Code for Low Value Return Orders

    The warehouse code that low value returns are processed against (since stock is not being returned to inventory). 

    Default Order Type for Return Orders

    Defines the order type for submitted return orders.Integrates to the SoOrderTypeCode in PRONTO sales order.

    Return Information Widget Field Group

    The JSON field group which determines the fields that get displayed by the Return Information widget.

    Defaults to ReturnInformationFieldGroup, which includes the following Pronto Sales Order table fields:

    • SoOrderPackages
    • SoOrderReasonCode
    • ReturnReason

    Return Information Widget Resalable Field Name

    Defines the 'resaleable' field (from the JSON field group) which gets displayed by the Return Information widget.Defaults to CM_ReturnResalable
  5. Save your changes.


Return Reasons

You'll also need to set up the Reason Codes for returns on your website.

  1. To do this, whilst still inside the Returns feature settings page, click the 'Maintain Return Reasons' button.

  2. Click 'Add New Return Reason' and enter the details as outlined below:
    • Code - the reason code, integrated to the ERP against the return order.
    • Description - the description the user sees in the dropdown selector when submitting an online return.
    • Resaleable - indicates that this reason does not prevent the product from being re-sold (pending stock condition).
    • Admin Fee - the fee the customer is charged if they select this reason for their return. Commonly applied to 'change of mind' scenarios. 

  3. Save and repeat Step 2 to add all required reason codes.


Pages & Emails

The Online Returns feature naturally includes content displayed to your end users as they navigate through the process. Below are the templates and related widgets which can be customised to suit your requirements.  

Order Tracking page

This is the order history detail page, where the user first begins their return.

  1. Navigate to Content → Pages & Templates.

  2. Search for the Track Orders template and Edit it. 

  3. Edit the Track Order widget. 

  4. Select the Returns tab on the left hand side to view all return-related options.
    You can configure button text, error messages, and tooltips. See the Track Order widget doc for full details.  

  5. Don't forget to save your changes. 

Submit Return page 

This is the page where the user enters information such as return reason, number of parcels, and other related information. 

Widgets in use on this template include: 

Return Lines Static Info

This template is used to display the return lines information on both the Submit Return page and the Return Confirmation page.  There are no return-specific widgets on this template.


Return Confirmation Page

This is the final page displayed to the user after they've submitted their return information. 

Widgets in use on this template include: 


Returns Order Confirmation Email

The email sent to the user to confirm their return has been received and is being processed. 



Returns Order Confirmation Low Value Email

The email sent to the user to confirm their return has been received and a credit for their low value item is forthcoming. 


Additional Information


Got a product you don't want to allow returns for? Simply disable the 'Is Returnable' flag against the product in the CMS.
You'll find the checkbox in Products & CategoriesProduct Maintenance.


Minimum Version Requirements



  • Integrator version 4.69.02
  • proledb upgrade also required

Self Configurable


Business Function


BPD Only?




Ballpark Hours From CV (if opting for CV to complete self config component)

Contact CV Support

Ballpark Hours From CV (in addition to any self config required)

Contact CV Support

Third Party Costs


CMS Category