Returns Overview + FAQs
A return must be created in Eshopbox before it reaches the fulfilment location to ensure a smooth return process.
A return can be created on your Eshopbox workspace in the following ways:
Auto-imported from an integrated sales channel. Learn here about the sales channels for which returns are auto-imported.
Manually imported on the workspace for the non-integrated and custom sales channel. Learn here how to create a return.
Created from the customer portal.
Once a returned item is received at the fulfilment location, it undergoes quality checks and is restocked based on its condition.
In this article, you will learn.
The returns journey
How to process a return at your fulfilment location?
FAQs
Understanding returns journey
Below is the flowchart of the returns journey and status in Eshopbox.
Eshopbox status | Action taken |
Awaiting Pickup | - When a return is created, where Eshopbox shipping is applicable. |
Return on the way | - When a return is created, where third-party shipping is applicable. - When an order couldn’t be delivered by the courier and is marked as a failed delivery return |
Pickup cancelled | - When the customer cancels a return request - When the courier partner cancels the pickup due to multiple failed attempts - When the Doorstep QC fails |
Return delivered | - When the return is marked as delivered by the courier partner but not yet received by the fulfilment location |
Return in processing | - When the return is received by the fulfilment location |
Restocked | - When the returned item passes the quality check and is in sellable condition |
Quarantined | - When the returned item fails the quality check with minor defects. |
Damaged | - When the returned item fails the quality check with major defects. |
Lost | - When an expected item is not found in the return |
Processing returns at your fulfilment location
The return processing starts when you receive a failed delivery return or a customer-initiated return physically at your fulfilment location.
Depending on the subscription plan that you have opted for, you can process these returns at your fulfilment location using:
Single-step method: Using this method, you can receive the returns and conduct quality checks simultaneously. This is beneficial if you do not wish to manage inventory at your location and want a faster processing time. Learn here how to process returns using the single-step method.
Scan-based method: This method requires you to receive each return individually and conduct quality checks before marking it as complete. This method involves
Receiving returns: You need to receive returns once the return shipments arrive at your location.
Providing acknowledgement: Once you have received all the returns from the courier partner, you need to provide acknowledgement of the same. This works as proof that the return has been successfully received.
Performing QC: Conducting a thorough quality check is crucial to assess the quality of received items. This process involves evaluating and categorizing the items as either QC accept or reject. QC pass items can then be restocked through the putaway procedure, while items that do not meet the quality standards are subjected to removal.
Completing putaway: You need to complete the putaway of returns to restock the items on their respective shelf.
FAQs
Q1. How can I understand the information related to my returns?
You can view all the information related to your returns by navigating to Orders > All Orders > Returns tab. The following information related to a return is available on your workspace.
Current status: The status of the received return. This can be
Return On The Way
Return In Processing
Restocked
Quarantined
Damaged
Lost
Return lost in transit
Item is missing in return
Return Tracking ID: Unique identifier for tracking the return shipment
Courier partner: The courier partner by which the return was delivered.
Items in the shipment: No. of items present on the received return.
Return created on: Date and time when the return was created on the workspace
Return received on: Date and time when the return was received at the fulfilment location.
Return processed on: Date and time when the quality checks were performed on the received return.
Return completed on: Date and time when the draft return was created and associated with the original order.
Note: This will be the same as return processed on in case of returns apart from Draft returns.
Return type: A return can be
Courier-initiated
Customer-initiated
Unknown
Return reason: Reason selected by the customer while placing a return
Payment method
Prepaid
COD
Return Resolution
Exchange
Refund
Return Resolution Details
Refund mode details in case of a refund
Exchange details shared by the customer in case of an exchange
Return item condition
Item missing: when the expected item is not found in the return shipment.
Non-sellable: when the returned item has failed the quality check
Sellable: when the returned item has passed the quality check
Other item received: when the expected item is not found in the return shipment, however, a different item from the same brand is received.
Unknown item received: When the expected item is not found in the return shipment, however, a different item from any other brand is received.
Return rejection reason: Reason for failing the quality check
Note: To get details of the returns that have not been created but received, you need to view draft returns.
Q2. How to track the status of my return once the QC is complete?
Depending on the return item received and its condition, the status of the order is updated as below.
Q3. How is the status of a Virtual Kit determined?
The return status of a virtual kit is determined by its components. The virtual kit will have the same status if any component is marked as non-sellable (Lost, Damaged, or Quarantined).
For example, if any component of a virtual kit is marked as Lost, the entire virtual kit will be marked as Lost. Similarly, if any component is marked as Damaged, the virtual kit's status will be Damaged. A virtual kit's status will only be updated to Restocked if all of its components are marked as sellable.
The putaway, however, happens at the component level based on each item's condition. This means the sellable components will be restocked individually, regardless of the virtual kit's status.
Q4. How can I track the return status in case of a virtual kit?
You can track the status of a virtual kit as well as its components on your workspace. The status of a virtual kit is updated based on the individual component status.
To track the return status of a virtual kit, you need to follow the below-given steps:
Step 1: From the header, navigate to the Orders > All Orders.
Step 2: You will be redirected to the All Orders page. Search the order for which you want to view the return status.
Step 3: Click on the Returns tab.
You can also view the details of the virtual kit by exporting the Sales order report.
To track the status of individual components of a virtual kit, you need to follow the below-given steps:
Step 1: From the header, navigate to Orders > All Orders.
Step 2: You will be redirected to the All Orders page. Search the order for which you want to view the component-level details.
Step 3: Click on the Returns tab.
Step 4: You can view the component-level details here.
You can also view the details of the virtual kit by exporting the component-level sales report from your workspace.
Q5. How can I export the data related to my returns?
You can export the return details from your workspace using the following reports:
Sales report: To get information related to your returns. Learn how to export sales reports.
Draft returns report: To get details of the returns that are not created, but the return shipment is received against them at the fulfilment location. Learn how to export the draft returns report.
Q6. What is a draft return?
Draft returns are the returns that are not created, but the return shipment is received against them at the fulfilment location. You can perform the quality check for draft returns and restock the inventory. However, you need to create the return by mapping the order for the draft return in your workspace. Learn here how to handle draft returns.
Q7. What types of returns are created on the Eshopbox workspace?
A return created on your Eshopbox workspace can be either:
Customer-initiated return: A customer initiates a return.
Failed delivery return / Return to origin (RTO): The courier initiates a return due to order cancellation or failed delivery.
Unknown return: Information regarding whether the return was customer-initiated or courier-initiated is unavailable.
Q8. How does the refund process work for my returns?
You can refund the order amount to the customer in case of a return.
For Shopify, you can issue a refund either when:
The courier has picked up the return from the customer, or
The quality checks of the return are done, and it is restocked as sellable inventory.
In case of a marketplace refund, the respective marketplace handles it.
Q9. Why is the status of a return created still showing as Awaiting pickup?
For Eshopbox shipping, if the pin code of the pickup location is non-serviceable by Eshopbox, the return status will remain as Awaiting pickup.
Once the pin code becomes serviceable again, Eshopbox will align the return pickup.
Alternatively, you can ask the customer to self-ship the product. Learn here how to arrange pickup from a non-serviceable pin code.
Q10. The customer has not cancelled the pickup of the return, but the status is showing as Pickup cancelled on the workspace.
If Doorstep QC is enabled for a return and the QC fails, the status for the return is updated as Pickup cancelled. In this case, you can request the customer to initiate the return themselves or create it on their behalf from your Eshopbox workspace.
Q11. What happens if additional items are received in a return shipment?
If any additional items are received in the return shipment, you can view the details under Excess return items in the shipment field under the Returns tab.
The excess item will be restocked and added as Sellable inventory if it is in sellable condition. If it's in non-sellable condition, then it will added as a Non-sellable inventory.
Note: If a return shipment contains two excess items, then the items received will be mapped against all the expected items present in the return shipment. For example, if there were two expected items, A and B, in a return shipment, and an excess item C is received along with them. Then, item C will be mapped against both items A and B.