Offering an automated return process provides trust and reduces friction with your customers when buying from your online store. With Outvio, returning your products is as easy as taking a walk in the park. You do not have to take care of it yourself. Instead, you can let your customers process their returns through your own returns portal.
To see the link for your Returns & Exchanges portal, go to Settings > Branding
To add your own custom domain for the returns & exchanges portal, see the instructions HERE.
Customers have two options to log in to the portal:
By entering their email address, customers will receive an email with the link to the returns portal associated with their orders
By entering the tracking number/OTN and the postal code of the order.
The returns process for your customer manages is as follows:
STEP 1. They log in to the portal and they will see something like this (you can preview the portal at Returns & Exchanges -> Returns & Exchanges portal).
Depending on how you have set up your return rules, the flow while processing a return may be a little different, but in principle, it consists of three parts: product selection, instructions, and confirmation.
STEP 2. The customers select the products they want to return.
Your customer selects the product, within the corresponding order, that he/she wants to return. Your customer can select one or more products to return. When the products are chosen, click on "Start".
STEP 3. "Return method selection" or "Instructions to prepare the return"
Once the first step is completed, based on what you set up in your Returns Rules, your customer will go through the process of selecting the return reason and required attributes (for example, description or picture of the product)
When the necessary data is entered by the customer, they can click on either Return or Exchange.
❗️Whether your customers can return and/or exchange products, as well as the required data for each return reason, is up to you to decide as you set up your return rules and instructions.
2. Next, the customer will choose the return and refund methods based on what you have allowed in the return rule. When the selection is made, click on Continue.
STEP 4. The clients confirm the whole return process.
On the next page, the customer will see the summary of the return and needs to accept the Terms and Conditions to confirm the return
Once they have confirmed the entire process, Outvio processes the return. Depending on the return method you have configured in Outvio, a pickup will be requested to the courier (the pickup is always requested for the next business day) and, typically within 1-2 business days, the courier will pick up the package. By then, the package must be prepared (and labelled, if applicable) according to the instructions given on the return portal. If the package is not prepared properly, it may be delayed or lost. For more information, click HERE.
In most cases, the return label is also sent automatically to your customer's email, immediately or, in some cases, within 24 hours. Your customers must stick the label on the package they want to return after receiving it.
However, some carriers operate differently. For example, when it comes to Nacex or GLS, the courier brings the label when they pick up the package, which means that NO labels will be sent to your customer's email and they should not stick any labels on the package. This is clearly informed to your customer in the return process.
Your client will see the corresponding information in the return portal.
In the case of Nacex and GLS, you and your customer only receive the tracking information after the courier has arrived and collected the return package. This means that although your customer may have processed and completed the return correctly on your returns portal, in Outvio, you will only see the courier's tracking number after the courier has collected the return.
Only those returns that have been processed correctly and have been completed by your customer appear in the Returns tab in Outvio.
NB! Once a return has been processed and it appears in Returns tab. Please note that Outvio will not be able to refund the associated shipping costs.
❗️To see instructions for processing returns in Outvio, click HERE.