Handling return cases in Lagersystem

Once the returns 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" are the return cases that require manual approval before the customer receives their return label.

Under "Awaiting receipt" are 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" has an automated email sent to the customer, each with its own associated email template, which can be edited under Setup –> Order Setup –> Templates.

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

Examples of return cases and handling flows

Return

• The customer has changed their mind about the purchase and wants to use their right of return.
• The customer goes to your website and finds your returns 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 have changed my mind about my purchase" as the reason.
  Since this is a return case, an automatic case-handling flow has been set up, so the customer receives a return label immediately and receives the email "We are awaiting your return shipment".
• The return order is created in Lagersystem with the status "Awaiting receipt".
• When the item is returned to the warehouse, it must be processed either via the scanner or the handling button, as described in the guide here: Processing return shipments at the warehouse
  If the item cannot be resold, a negative stock regulation is created in Lagersystem.
  The customer receives the email "Your return case has been 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 returns 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 have configured that the customer must upload a description and photo documentation, and that the return order must be checked manually.
  Therefore, the customer does not receive a return label right away, but instead 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 request further documentation.
  When you want to approve the order, simply change the status to "Awaiting receipt", which triggers the email "We are awaiting your return shipment" to the customer, with the return label attached to the email.
• When the item is returned to the warehouse, it must be processed either via the scanner or the handling button, as described in the guide here: Processing return shipments at the warehouse
  If the item can be resold, a positive stock regulation is created in Lagersystem.
  The customer receives the email "Your return case has been completed", and a 0-order is created in the backend system for the replacement item to be shipped to the customer, ready for handling.

Replacement order

• The customer has never received their items.
• The customer goes to your website and finds your returns 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 the items).
• She selects "Replacement order" as the type and "My package has disappeared" as the reason.
  For the reason "My package has disappeared", you have configured 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 request further documentation.
• When you want to approve the replacement order, simply use the Handle button as described in the guide here: Processing return shipments at the warehouse
  A 0-order is created in the backend system for the replacement item to be shipped to the customer, ready for handling.