Self-returns allow customers to initiate their own returns, providing a more convenient and streamlined experience. In this article, we'll guide you through the steps involved in setting up and managing the self-return process, and show you how to optimize it for maximum efficiency and customer satisfaction. We'll cover topics such as the approval system, configuring return settings, customizing return reasons and tracking returns.
To begin, self-returns can be activated by visiting the merchant dashboard, selecting the Returns tab followed by Settings in the submenu. In the return order settings, self-returns can be activated by switching on the feature on the right hand side.
Provide Shipping Label
Prepaid shipping labels can also toggled on or off depending on your return policy. Activitating this feature will provide shipping labels for all self-returns.
Note: The cost of the Prepaid return labels will be automatically added to your Spaceful account.
Return Active Days
This feature allows a merchant to enter the number of days after the ship date that allows a shopper to create a self-return. If the number of days since the order has been shipped, the shopper will not be able to create a self-return and must be created by the merchant (Creating a Return or Exchange Order).
The Self-Return Process
With the option activated in your account, an additional button will appear in the tracking page that is sent to the shoppers. Once selected by the shopper, an email containing a unique link tied to their specific order will be generated and sent to the shopper to begin the self-return process.
Once the link in the automatic email is pressed by the shopper, they will be redirected to the self-return page for their order. Here, the shopper will be able to select the product(s) they wish to return and select the return reason for each of the products.
Note: The shopper will not be able to select an item that has been marked as "final sale" in your Spaceful inventory dashboard.
If a return reason is selected that has had the option to allow description/pictures to be submitted, the shopper will then have the ability to do so. The description and pictures are optional and are not required to move forward. Lean more about custom return reasons.
When all the information is filled in and the shopper presses on the Submit return request button, an automated email with return instructions and a prepaid label (if selected) will be sent to their email. The return order will appear in your returns dashboard on the Spaceful platform with the product(s) and reason(s) inputted with any description and picture (if applicable) in the return details page.
All self-returns that are created by shoppers must either be approved or denied, providing additional flexibility and control for merchants utilizing this feature. The approval status of a return will be displayed in the returns dashboard under the "Approval" column with the column on the writing indicating if the return was created by a shopper or merchant.
To approve or deny a self-return created by a shopper can be accomplished by visiting the details page of the return order. The approval status will be indicated as pending and below you will find an approve and deny button with the option to include a prepaid return label. Once the return is approved, the shopper will receive an automated email with return inspections.
Note: This approval process can be automated using Return Order Automations (BETA).