Create and track customer returns

When a customer wants to send a delivered parcel back, you create a return order in RouteOne. The parcel is collected from the customer and brought back to the warehouse you choose. Everything is managed on the Returns page in the left menu.

The Returns page

Returns are grouped into tabs: Return Requested, New Return, Ready to Ship, In Transit, Received, Cancelled, Exception and All. Search by return, customer or warehouse. Each row shows the Return ID, channel, customer, package, warehouse, status and dates.

Create a single return

1. 1Go to Returns and click Create Return, then choose Single Return Order.
2. 2Optionally use Load from delivered shipment to fill in the buyer, address and products from the original order.
3. 3Check the order details: Return ID (left blank, it is generated for you), Order Date, Channel and Return Reason. If you pick the Other reason, describe it in Reason details.
4. 4Fill in the customer's pickup details: Name, Mobile Number, Address Line 1, Pincode, City and State. City and state fill in from the pincode.
5. 5Add the products being returned (name, price, quantity). You can pick them from the original order or your catalogue.
6. 6Choose the Return to warehouse. If you have none yet, add one under Settings › Manage Pickup Addresses first.
7. 7Click Create Return.

The form also has a Quality Check? switch if you want serial or IMEI validation when the parcel is received.

Create many returns at once

Choose Create Return › Bulk Return Order, pick a Return Reason, tick the delivered shipments and click Create Returns. The same reason is applied to all of them.

Reverse pickup

When you create a return from a delivered shipment, RouteOne asks the original courier partner to collect the parcel from your customer. If a pickup cannot be booked with the courier, the return order is still created and you can follow it on the Returns page.

Move a return along

Open a return and use Advance (or select several and use Advance Status) to move it one step: Return Requested, New Return, Ready to Ship, In Transit, then Received. Use Cancel to cancel a return that has not been received yet.