Return Feature

General Feature Information

Feature Name:
Return Feature

Feature Overview:
The Return Feature in OTO facilitates the process of handling return requests for orders. It provides two scenarios for returns: direct reverse shipment creation or return request via SMS link. These workflows ensure flexibility in managing returns based on the seller's preferences and modules enabled, such as the Customer Notification Service (CNS).

How to Use the Feature

Step-by-Step Instructions

Prerequisites:

• The order must be in the Delivered status.

• The seller must have the necessary permissions to handle returns.

• For SMS return links, ensure the CNS Module is active.

Scenario 1: Direct Reverse Shipment Creation

1. Navigate to the Shipments Section:

   • Go to the Shipments tab on the sidebar.

   • Click the Delivered tab.

2. Select the Buyer’s Order:

   • Locate the order you want to process for return.

   • Select the checkbox next to the order.

3. Create Reverse Shipment:

   • Click on the Create Reverse Shipment option.

   • The status of the order will change from Delivered to Reverse Shipment Processing.

Key Notes:

• No SMS link is sent to the buyer in this scenario.

• This workflow is ideal when the seller agrees to the return without requiring buyer input.

Scenario 2: Return Request via SMS Link

1. Send Return SMS Link:

   • Ensure the CNS Module is active.

   • Navigate to the Shipments tab.

   • Locate the order and send an SMS link to the buyer with return instructions.

2. Buyer Completes Return Form:

   • The buyer receives the SMS, fills out the return form, and submits it.

3. Approve or Reject the Request:

   • Navigate to the Customer Service tab.

   • Click the Returned tab.

   • Select the order and approve or reject the request:

     • If approved: Proceed to the next step.The buyer will receive an SMS notification of approval (if enabled).

     • If rejected: The buyer will receive an SMS notification of rejection (if enabled).

4. Create Reverse Shipment:

   • For approved requests, click on Create Reverse Shipment.

   • The status will change from Delivered to Reverse Shipment Processing.

Use Case Example

Scenario 1:
A seller agrees to return an order without requiring buyer input. They use the Direct Reverse Shipment workflow to process the return immediately.

Scenario 2:
A buyer needs to submit a return request via SMS link. The seller reviews and approves the request, then creates a reverse shipment.

Troubleshooting and FAQs

Common Issues and Solutions:

• Issue: Unable to send the SMS link.
  Solution: Ensure the CNS Module is active and configured correctly in SMS settings.

• Issue: Buyer did not receive the return SMS.
  Solution: Check the SMS configuration and ensure the correct phone number is associated with the order.

• Issue: Unable to approve the return request.
  Solution: Confirm that the order is in the Returned tab and the CNS Module is active.

FAQs:

• Q: Can I create a reverse shipment without the CNS Module?
  A: Yes, you can use the direct reverse shipment creation process.

• Q: How does the buyer know their request was approved or rejected?
  A: If SMS notifications are enabled, the buyer will receive an approval or rejection SMS automatically.

• Q: What happens if the buyer does not submit the form?
  A: The return process cannot proceed without the form submission in the SMS workflow.