STEP 1. Open your settings menu.
You can access the setting menu by clicking the top right-hand logo of your online shop in your Outvio account.
STEP 2. Choose Shipping rules from the drop-down menu.
STEP 3. Click on the Return rules button.
STEP 4. In the "Return rules" section choose the options best suited for your online shop and click "Save".
Firstly, you can select how many days you give to your customers to be able to return the products, from the day they get their order delivered. This way, when a client tries to return a product through the Returns Portal that Outvio puts at your disposal, Outvio can automatically grant or prevent a return if it is out of date.
The second option you can configure in this section is specifying where do you want your returns to be delivered. You have two options here: you can choose the returns to be delivered to the same warehouse they were shipped from or you can select a concrete warehouse for the returns.
In the third option, you can select how do you want to make reimbursement for the return. You can give credit and offer free return shipping, or you can make a payment to the payment method that was used to buy the product in the first place.
In the next option, you can decide how your customers are allowed to return the products. You can allow them to use either your or their couriers while returning the products. If you choose to use your own couriers you can also set a default return method for further convenience. You can also let your customers return the products personally to one of your physical shops. For that, you need to add a link to your shop's location.
Next, you can configure how Outvio should choose the return courier. You can select the cheapest available courier, use the same courier that delivered the original order or, define the courier based on the return's geographical region. For different couriers, you can set up different rates for the return shipping.
You can also set up how much you want to charge your customers for returning products. With Outvio, initially, the online store always pays for the return in advance, we never charge your customers. It is later on, once you process the return (accepting or rejecting the products), that we apply these rules and in case your client needs to pay, the cost of the return will be automatically subtracted from the total refund.
We use the information you set up here for two reasons: to show it to your customers at the end of the return process (right before they print the return label), and also to calculate the total refund for that return (once you have processed that return). We give you 4 options:
The return shipping is always FREE.
Your customers pay exactly the same for the return that they were charged for the shipment. This is a popular option. If the order was shipped for free, so is the return, but if, for example, the shipping costs (what you charged your client during the shipping process) was 5 EUR, Outvio will show your client 5 EUR as return costs.
Your customers pay the same rates that you, as an online shop, have with Outvio. For example, if your online shop pays 3,39 EUR+VAT to ship that return back to your warehouse, the cost of the return, that will be shown to your clients, is 4,11 EUR (3,39+20% VAT).
Your customers pay specified return costs. With this option, we give you the possibility of defining, for every zone/destination a different return cost. Additionally, you can set a default rate for the returns.
As mentioned above, Outvio never charges your customer for the return. It is you, as the online shop, who will charge the cost of the return when making the refund. However, you don't have to worry about making this calculation, as Outvio does this for you. This has the advantage that your customer does not have to worry about entering any payment method in the return process. Later on, when the refund is calculated, the return costs are subtracted from the value of the returned products (in case your online shop charges, in all or some cases, for returns).
One of the last options to configure is to decide whether you want to use Outvio default explanation options or custom return explanation options.
Under "Use custom return explanation options", you can configure the return reasons so that your customers can select the correct reason for their returns.
In addition, you have options for a return reason, such as making it compulsory to upload a photo, making the cost of the return always free and the option to enable an exchange or replacement of the product.
For the latter option, when your customer chooses to make an exchange, an exchange request will appear in your Returns tab marked as an exchange (two crossed arrows).
Please note: From this point onwards you will need to process the exchange manually.
To make the exchange or replacement, you will have to make a manual shipment with return shipping services such as the "Servicio Plus" of Correos Express. More information about this service you can find out in this article.
If needed, you can also manage some of your return portal settings. For instance, you can change your Terms and Conditions link shown in the return portal or decide whether your client can or cannot edit the return packaging.
