Our Order Return add-on streamlines the return process for Marketplaces and customers. It enables marketplaces and their customers to initiate return requests directly from the order tracking page and the Shipturtle platform respectively. This seamless process saves customers time and frustration, eliminating the need to search for contact information or wait on hold to reach customer service.

1. RTO (Return to Origin): When a shipper can't deliver or the customer refuses, the shipment automatically returns to the warehouse. These orders are moved to the "RTO" tab.

2. Return Order: If the customer isn't satisfied with the product after delivery, a return shipment must be created to retrieve the product and return it to the warehouse. This article explains how to do this.

To activate the Order Return Add-on, follow these steps:

1. Navigate to Settings > Subscription and Billing page.

2. Locate the Order Return Add-on in the Add-Ons section.

3. Click on the Add button.

4. You will be redirected to Shopify to approve the add-on.

How Customers Can Initiate Return Requests?

Customers can easily initiate a return request using the Customer Return add-on integrated into the order tracking page. Once the add-on is activated, customers will notice a "Return Item" button at the bottom of the Order Tracking page. Clicking on this button will open a multi-step form where customers can select the products they wish to return and provide details such as their reasons for returning, item images, bank details, and pickup address.

After filling out all necessary information and submitting the form, both you and the customer will receive an email notification confirming that a return request has been initiated.

In the Shipturtle App, you'll find an additional option in the Orders sidebar drawer called "Return Order Request," along with "Forward Order" and "Return Order" options. Clicking on this option will take you to a page where you can approve or reject return requests from customers.

The Return Order Request Page is divided into three tabs:

1. Return Order Request Tab: Here, you can view details of return requests, including bank details, return reasons, item descriptions, and images. You can approve or reject a return request from this page. Approving a request will redirect you to a page where you can initiate a return order while rejecting a request will prompt you to enter a rejection reason to be sent to the customer.

2. Approved Request Tab: This tab displays all previously approved return requests along with the order ID of the newly initiated return order.

3. Rejected Request Tab: Here, you can view all previously rejected requests, along with the rejection reasons provided at the time of rejection.

How can Merchants/Vendors Create Return Orders?

Initiate Return on your Delivered Order

You can only initiate return orders for orders that have been delivered to customers. Navigate to the "Delivered" tab in the Order section and click on the "Return Order" action button for the specific order you wish to initiate a return for.

Create Return Order

When you click the "Return Order" button, a "Create Return Order" page will open. Most of the data will be automatically filled in and identical to the original order data.

Please note that the shipping address and pickup address will be reversed from the original order, as the shipment now needs to be picked up from the customer and returned to the warehouse. You can optionally add the return reason as communicated by the customer.

You can remove products that are not to be returned from the original order or adjust the quantity. The discount and overall value of the return order will be updated accordingly.

Changing the Order ID is optional. By default, the app appends "_Return" to the Order ID.

Create Return Shipment

After creating the Return Order, you'll find it in the "New Orders" tab with "_Return" added to the Order number by default.

Select a shipper from the dropdown options, just like for forward orders, and create a shipping label. There are two types of shippers:

1. Shippers with a Return Shipment API provide a special "Return label."

2. Shippers without a Return Shipment API use the same label as for forward shipments.

In most cases, the former option is preferred. For instance, Delhivery doesn't require a label printout for Return shipments, making it more convenient for customers. Email the Return Shipping Label to the customer by selecting "Return email to customer" from the dropdown next to the email icon in the Order status tab. Some shippers may require this before processing the pickup.

Once the label is generated, the app will track the shipment after pickup. If you have any questions about which shippers have a Return API, reach out to team@shipturtle.com.

Confirm Return

Once the Return Shipment arrives at your warehouse, it will appear under the "Delivered" tab. Confirm the return of the items, and the app will automatically update the usable quantity in the product's inventory.

Troubleshooting / Frequently Asked Questions

1. Can a customer generate a Return request from my website?

Yes, this is available as an Add-on feature “Customer Return Add-on – Shipturtle“. Using it, the customer can initiate a return and you can approve the request.

2. I cannot find the Shipper I want to use in the dropdown for the Return Shipment.

Please write to team@shipturtle.com for any queries on this aspect.

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