In Shipmondo, you can easily and efficiently manage outgoing and incoming orders (return orders) from your webshop.
When a customer returns an order, you can create a return fulfillment in Shipmondo, register returns, manage return reasons, and offer your customer various return resolutions, such as money refund, exchange, and gift cards.
Below, we show you how to:
1) Create a return fulfillment manually
2) Manage a return fulfillment
Pro tip: Use Shipmondo Return Portal and create a great return experience for your customers. When a customer creates a return on your Return Portal, the return fulfillment will be created automatically.
Create a return fulfillment manually
We recommend that you use Shipmondo Return Portal, because then the return fulfillment will be created automatically when your customer creates a return on your Return Portal.
However, there might be situations where it's necessary to create a return fulfillment manually - for example, if you have a dissatisfied customer on the phone and you want to create a return label and send it to the customer by email, so that the case can be completed quickly.
How to do it
Go to Order Management > Orders.
Search for the order in the order overview and select the order to be returned.
Click on the dropdown button on the outgoing fulfillment to be returned.
Click Create Return.
Fill in the Quantity of items to be returned.
Fill in the Return reason, Comment and Resolution, if necessary (this information is not visible to the customer).
In the example below, we create a return fulfillment for 1 item, "Vienna Wide Pants". The item "Unite Seamless Sports Top" is not to be returned, so we leave the quantity as 0.
Click Create.
A return fulfillment (3363-1) has now been created and appears on the order.
Click Create shipment to create a return label and a return slip.
The created return label and return slip can now be sent as a PDF to the customer's email address.
Manage the return fulfillment
When you receive the return shipment from your customer, the return fulfillment needs to be managed.
Search for the order in the order overview (Order Management > Orders) and click Handle on the return fulfillment.
Pro tip: Instead of searching for the order in the order overview, you can scan the barcode on the return slip attached to the return shipment to open the return fulfillment.
Enter Quantity of items returned in the return fulfillment.
If necessary, adjust the quantity of items to be refunded.
If necessary, specify whether or not Freight is to be refunded.
If necessary, specify whether or not you should Deduct discount.
In the example above, we deduct DKK 100 as a discount.
In our example, the customer wants a refund, but there may be different scenarios that require different actions.
The four typical scenarios are described below:
Scenario | Action |
Return - Money refund | If the customer has paid by card, and you have set up a payment gateway and linked it to your order integration, you can click Approve and refund.
The amount to be refunded is automatically credited to the customer's debit card.
Alternatively, you can click Approve, and then you can refund money to your customer manually. |
Return - Gift card | Click Approve and complete the return fulfillment.
Go to your webshop and create a gift card for the customer. |
Exchange | Action depends on the agreement you've made with the customer.
You can, for example, agree to place a new order on the webshop with the desired item, and you refund the returned item (in this case, follow the action under "Return - Money refund". |
Complaint | Action depends on what has happened to the item and what agreement you've made with the customer.
You can use the comment field on the order for internal notes. |
If an item is going into stock again, be sure to log in to your webshop and upgrade the inventory for the item.
Track return status
When a customer returns one or more items from their order, you can follow the return status to get an overview of which and how many items are being returned. We recommend creating a filter to easily view the return status.
For instance, if you want an overview of return shipments where a return order has been initiated or partially initiated - meaning only some of the order’s items are being returned - you can follow these steps:
Create a new view by clicking the + button and give it a name, such as ‘Return Initiated.’
Once the view is created, it will appear among your other views. Next, set up a filter for your view:
Select Filters, Return Status, Partially Initiated and Initiated.
Click Add.
If you’d also like an overview of orders where the return status is partially returned or fully returned, you can create another view and filter for these statuses.
This will give you a clear overview of how many return shipments are pending or in process. Under each order, you can also see which and how many items are being returned.
Here’s an example of a combination using the view ‘Return’ and the filter ‘Return Status is Partially Initiated or Partially Returned’:
