Processing return cases in Lagersystem

Once the return system is activated in your Lagersystem, you get access to return handling via "Return Cases" in the top menu:

Here you can find all return cases, including completed ones, under "Find Return Case"

Under "Awaiting Approval" you'll find the return cases that require manual approval before the customer receives their return label.

Under "Awaiting Receipt" you'll find the return cases that are waiting for the returned item to arrive.

You can click into an individual return case and perform various actions from there. (Most actions can also be performed directly from the overview on the selected orders)

You can print a packing slip for the order, generate a return label for the customer, and send a message to the customer

Each order status "Awaiting Approval"/"Awaiting Receipt"/"Rejected"/"Completed" is linked to an automated email sent to the customer, each with its own email template, which can be edited under Setup –> Order Setup –> Templates. You change a return case's status via the "Handle" button.

In the log at the bottom, you can see the history of the return case.

Examples of return cases and processing flows

Return

• The customer has changed their mind about their purchase and wants to use their right of return.
• The customer goes to your website and finds your return portal. She logs into the portal with her order number + phone/email and selects which item on the order the return case concerns.
• She selects "Return" as the type and "I've changed my mind about my purchase" as the reason.
  When it's a return case, an automatic case handling flow is set up, so the customer receives a return label immediately and receives the email "We're awaiting your return shipment".
• The return order is created in Lagersystem with the status "Awaiting Receipt".
• When the item arrives back at the warehouse, it must be processed either via the scanner or the handling button, as described in this guide: Processing return shipments at the warehouse
  If the item cannot be resold, a negative adjustment is created in Lagersystem.
  The customer receives the email "Your return case is completed", the money is refunded to the customer minus the price the customer must pay for a return label, and a credit note is created in the accounting system.

Complaint

• The customer has received a damaged item and wants a new product.
• The customer goes to your website and finds your return portal. She logs into the portal with her order number + phone/email and selects which item on the order the return case concerns.
• She selects "Complaint" as the type and "My item is damaged" as the reason.
  For the reason "My item is damaged", you've set up that the customer must upload a description and photo documentation, and that the return order must be checked manually.
  Therefore, the customer doesn't receive a return label immediately, but the email "Your return order is awaiting approval".
• The return order is created in Lagersystem with the status "Awaiting Approval".
• Here you can find the order, check the documentation, start manual correspondence with the customer, and ask for further documentation.
  When you want to approve the order, simply change the status to "Awaiting Receipt", which triggers the email "We're awaiting your return shipment" to the customer, with the return label attached to the email.
• When the item arrives back at the warehouse, it must be processed either via the scanner or the handling button, as described in this guide: Processing return shipments at the warehouse
  If the item can be resold, a positive adjustment is created in Lagersystem.
  The customer receives the email "Your return case is completed", and a 0-order is created in the backend system for the replacement item, which must be sent to the customer, ready for handling.

Replacement order

• The customer never received their items.
• The customer goes to your website and finds your return portal. She logs into the portal with her order number + phone/email and selects the items on the order the case concerns (in this case, all items).
• She selects "Replacement Order" as the type and "My package has disappeared" as the reason.
  For the reason "My package has disappeared", you've set up that the customer must add a text description, and that the return order must be checked manually.
• The return order is created in Lagersystem with the status "Awaiting Approval".
• Here you can find the order, check the documentation, start manual correspondence with the customer, and ask for further documentation.
• When you want to approve the replacement order, simply use the Handle button as described in this guide: Processing return shipments at the warehouse
  A 0-order is created in the backend system for the replacement item, which must be sent to the customer, ready for handling.