Online Returns - Implementation

Overview

Overview content 

Enabling 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...

   Setting	Description	Notes
   Enable Returns	Toggles the functionality on and off. You can leave it turned off until you've configured all settings as required.	This setting can be overridden at the Role level, meaning you can make the functionality available for B2C users, but not B2B (for example).
   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.	This setting can be overridden at the Role level, meaning you can make the functionality available for B2C users, but not B2B (for example).
   Enable Returns for Orders with Charge Lines
   Enable Return Order Confirmation Emails
   Enable Returns For Kits
   Search Returns Label
   Statuses of Returned Orders
   Statuses of Returnable Orders
   Maximum Returns Time Frame
   Low Value Order Amount
   Disable Returns for Orders With Customer Prefixes	Advanced setting, used only in custom implementations.
   Disable Returns for Orders With Service Branches	Advanced setting, used only in custom implementations.
   Status of Submitted Return Orders
   Status of Submitted Low Value Return Orders
   Returnable Order Confirmation Status
   Returnable Order Confirmation Low Value Status
   Default Warehouse Code for Low Value Return Orders
   Default Order Type for Return Orders
   Return Information Widget Field Group
   Return Information Widget Resalable Field Name

5. You'll also need to set up the Reason Codes for returns on your website. To do this, click the 'Maintain Return Reasons' button.
   
   

6. Click 'Add New Return Reason' and enter the details as outlined below:
   • Code - 
   • Description - the reason for return. This is what the user will see in the dropdown selector when submitting an online return.
   • Resaleable - 
   • Admin Fee - 
7. Save and repeat Step 6 to add all required reason codes.
   
   

Templates & Widgets

Once online returns have been enabled, you'll want to configure the various widgets that display content to your end users. 

Order Tracking page

1. Navigate to Content → Page 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. These include text on buttons, error messages, and tooltips. See the Track Order widget doc for full details.  
5. Don't forget to save your changes. 
   (screenshot of this content on order tracking screen)

Additional Information