If you have enabled returns on your store, your customers can place a return request. Eshopbox will pickup the return and deliver it to the fulfilment location for return processing.
In Eshopbox, the return journey begins when a return is created on your workspace.
Return creation
The customer can create the return/exchange from their end, or you can also create the same on their behalf. Learn here how to create a return pickup.
Once a return is created on the Eshopbox workspace, the pickup will be auto-scheduled, a tracking ID and an estimated pickup date will be assigned, and its status will be updated to Awaiting pickup.
When the return request is created and auto-approved by Eshopbox, the customer will receive a notification via SMS, email and WhatsApp. Learn how to manage your customer notifications.
Return pickup
The customer will receive a notification when the courier partner is out to pick up the return. Learn how to manage your customer notifications.
If you have enabled Doorstep QC, the courier partner will perform the necessary checks before picking up the return. Learn here how to enable Doorstep QC.
If the product available for pickup does not match the product for which the return was created, then the QC will fail, and the pick-up will be marked as cancelled. Learn here what happens if the quality check fails for a return.
Return delivery
Once the return is picked up from the customer, an Estimated return delivery date will be assigned to it, and its status will be updated as Return on the way.
The Eshopbox customer portal allows you and your customers to track the journey of the return in transit.
Once the return is delivered at your location, the status of the same will be updated as Return delivered.
Return receiving and Processing
The process of receiving returns starts when the courier partner arrives at your fulfilment location to hand over the return shipments.
While receiving the return, make sure that
You are signing the proof of handover along with the stamp of your fulfilment location. This will help Eshopbox in validating fraud return deliveries in case of any return delivery dispute.
If you have received a damaged or tampered return, make sure to mention this as a remark on the POD and take a picture of it. This will be required to raise return delivery disputes. if any.
The status of the return will be updated to Return in Processing. You and the customer will receive an email notifying you that the return has been delivered to the fulfilment location.
Once the return is received at your location, you need to perform quality checks on the returned item. Learn here how to receive and process returns.
Based on its condition, the status of the returned item will be updated to Restocked, Quarantined, Damaged, or Lost.
FAQs
My return is created, but the tracking ID is not assigned. What should I do?
There can be instances when the pickup or the delivery pincode for a return is non-serviceable. Due to this, the tracking ID may not get assigned to the created return.
In such cases, you can
Wait for the pincode to become serviceable again.
Update the pickup location. Learn here how to update the pickup location.
Ask your customer to self-ship the return.
Cancel the return pickup. Learn here how to cancel a return pickup.
Can I update the return pickup location while creating a return?
Yes, you can update the pickup location when creating a return. When you create a return pickup, Eshopbox asks you to confirm the pickup address. You can update the pickup address by clicking on Edit Details.
