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Your Customer Experience

Step-by-step Guide

1. Configure Online Returns

1. In the CMS,

1. go to Settings

1. → Settings → Feature Management.
    
2. Select the Payment & Checkout tab.
   

1. 
   
2. For the Returns feature

1. , click Configure.
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2. In the Returns Feature Settings page, configure settings to suit your business rules.

1.   
   

   Expand
   title Click here to view Returns settings...
   Setting Description Notes Enable Returns  Toggles the functionality on and off

1. for your site. TIP - Leave it off until you've configured all settings

1. .  Role overrides available. Only One Return Per Order  If

1. ON, a user

1. is limited to submitting one return, including part returns, on a particular order. Role overrides available. Enable Returns for Orders with Charge Lines

1. If ON, allows returns against orders

1. that have special charge lines on them

1. , e.g., bulky freight, installation, etc.

1. Role overrides available. Enable Return Order Confirmation Emails

1. If ON, a confirmation email is sent to the user once they've submitted an online return.

1. Enable Returns For Kits

1. If ON, allows kit items to be eligible for returns, including kit components. Role overrides available. Search Returns Label The description

1. for the dropdown list when searching order history. Role overrides available. Statuses of Returned Orders ERP status codes for orders classed as 'Returns'. Orders with

1. these statuses will be displayed when

1. Order History searches are filtered for 'returns

1. '. 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 Frame The number of days (from invoice date) that an order can have a return submitted against it. Role overrides available. Low Value Order Amount The 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. The user will be eligible for an automatic refund. Customer overrides available. Disable Returns for Orders With Customer Prefixes

1. Applies only to custom implementations. Role overrides available. Disable Returns for Orders With Service Branches

1. Applies only to custom implementations. Role overrides available. Status of Submitted Return Orders The ERP status return orders will be set to.

1. Status of Submitted Low Value Return Orders The ERP status that low value returns will be set to.

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

1. 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).

1. 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).

1. 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

1. that determines the displayed fields

1. for the Return Information

1. 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)

1. that gets displayed by the Return Information

1. Widget. Defaults to CM_ReturnResalable

1. Enable Product Quantity Check on Return Request?   If ON, the order return history is checked to ensure the current requested return quantity of a product plus any quantities in previous returns for this order are not greater than the shipped quantity. If it is, the return cannot be submitted. Default: OFF Role overrides available. Enable Refund Limit Check on Return Request? If ON, the order return history is checked to ensure the requested refund amount plus any amount previously returned  is not greater than the original order amount. If it is, the return cannot be submitted. Default: OFF Role overrides available.

   
   
   

2. Click Save

2. Add Return Reasons

You'll also need to set up the Reason Codes

so that customers can choose a valid return reason.

1. On the Returns feature settings page, click the

1. Maintain Return Reasons

1.  button.
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2. Click

1. Add New Return Reason

1. .
   
   
2.  Enter the return details:
   • 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

1. • whether this reason

1. • prevents the product from being re-sold (pending stock condition).
   • Admin Fee - the fee

1. • charged if

1. • this reason

1. • is selected. TIP- commonly applied to 'change of mind' scenarios. 
     
     
2. Save and repeat

1. Steps 2-4 to add all required reason codes.
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3. Customise Pages

The Online Returns feature

includes content displayed to

users as they

go through the returns process. Below are the templates and related widgets

that can be customised

.  

Order History/Tracking page

Order History is where the user

starts a return. You can customise the text on the buttons, error messages, and tooltips. 

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1. Go to Content → Content → Pages & Templates.
   
   
2. Use Search

1. to find the Track Orders template

1. , then click Edit

1. . 
   

1. 
   
2. Find the Track Order widget, then click Edit.

1. 
   
   
2. Select the Returns tab on the left hand side to view all return-related options.

1. See: Track Order Widget.  
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2. To save changes, click Save. 

Submit Return page 

The Submit Return page is where the user enters information such as return reason, number of parcels, and other

information. 

Widgets used in

this template include: 

• Return Information Widget
• Return Lines Widget
• Return Order Summary Widget
• Submit Return Buttons

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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.

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Return Confirmation Page

The Return Confirmation page is displayed to the user after they've submitted

the return

. 

Widgets in use on this template include: 

• Return Confirmation Message Widget
• Return Confirmation Address Widget
• Return Confirmation Return Info Widget
• Return Confirmation Summary and Lines Static Widget

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4. Edit Return Emails

To customise return-related emails:

1. Go to Content → Content → Emails
   
   
2. Use the Search tool to find return-related emails. Enter 'return' in the Search box.
   
   
3. Select the email template to edit.
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Returns Order Confirmation Email

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

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Returns Order Confirmation Low Value Email

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

will be refunded. 

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Mark a Product Non-Returnable

If Online Returns is enabled but there are products that cannot be returned, go to the product's Maintain Product page and untick Is Returnable.
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Additional Information

Related Resources