Setting up the Returns system
We have set up your returns system with default settings and texts, but you should go through the setup and adapt it to your business.
You can find the setup for your returns solution in your Lagersystem under Setup –> Add-ons –> Returns system:
Create return reasons
On the first tab, "Return reasons" (1), you can create (and edit) all the types of return cases that your customers should be able to choose between.
Click the "Create new reason" button (2) to create a new return reason:
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Choose between the three overall return types Return/Complaint/Replacement order, each of which has its own accounting settings.
– Return: The customer is charged for the return label (the item can generally be resold), a credit note is created in the backend system, and the amount is refunded to the customer.
– Complaint: The customer receives a free return label (the item generally cannot be resold), and a free replacement order is created with the same item.
– Replacement order: The item does not need to be returned, and a free replacement order is created with the same item: -
Add an internal name (Identifier) that makes it easy for you to distinguish between the different reasons
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Add an external Reason name that the customer can see and select.
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Optional settings:
– You can specify a number of days after order placement during which the reason should be available to the customer (e.g. in relation to a lost shipment or a return)
– You can choose whether the reason requires approval, meaning that the case enters your Lagersystem and must be approved manually before the item can be returned by the customer. If this box is not checked, accounting and return handling will run automatically, and manual review and case handling will not be required.
– You can choose whether the customer must upload photo documentation (for damaged items/shipments)
– You can choose whether the customer must include a description of the reason for the return. -
Click "Save" when you are done.
Customize the setup
On the "Setup" tab you can insert your logo, which will appear on the pages of your returns portal.
You can set whether your customers should get a free return label for complaints, and whether the price of a return label should be deducted from your customers when a credit note is issued in the backend system.
The start page
On the following tabs you can edit the text on the pages that your customers encounter in your returns portal.
On the Start page, you customize the text for the first page your customers encounter in your returns portal.
This should contain a welcome text, as well as information about logging in, which is done by the customer entering their order number and phone number/email address from the order:
The information page
On the second page of your returns portal, the customer must confirm their details to ensure minimal errors in the subsequent shipping handling.
The return type page
On the third page, the customer must select the return type for their return case, so this page should clearly explain what options the customer has and how to correctly create their return case.
Overall, a choice must be made between the three return types Return/Complaints/Replacement order.
The return item page
On the fourth page, the customer must choose between the specific return reasons you have created in your returns system,
The shipping label page
On the fifth page, the customer receives their shipping label.
The completion page
On the sixth and final page, the customer is informed that the return case has been created, along with instructions on packing and returning the item.
Shipping prices
On the Shipping prices tab, you can specify a standard shipping price, which is the customer's price for a return label and which is deducted when calculating the return amount for the customer. You can also set up differentiated return label prices for different countries, if certain countries should pay a different price for a return label.
Labels
It is also possible to use label folders for your return orders. This works the same way as for normal orders. Read more about labels here.
Link to your returns portal from your website
Once the setup is complete, you can put a link to your returns portal on your website, and the system is then ready to use.
The address of your returns portal is the same as your Lagersystem, but with "/customerportal/rma" added at the end, i.e.: https://[domain].lagersystem.dk/customerportal/rma
Multiple languages?
If your Lagersystem is set up with webshops in multiple languages, visitors can choose between different languages when visiting your returns portal. You switch by clicking the flags in the top right corner:
Therefore, it is also important that you set up the different pages in your returns portal in different languages. By default, they are set to Danish, but if there are multiple language layers linked to your Lagersystem, you will find a dropdown in the setup of each page where you select the language. Here you can insert text in the relevant language: