This guide will cover everything from setting up your Returns Portal initially, to the workflow of customers using the portal to request returns to your store.
The Shiptheory Returns portal is a tool to streamline your Returns process, that allows customers to request returns when needed, and allows you to manage and customise the process from your end.
Prerequisites of using the Returns Portal-
To use the Shiptheory Returns Portal, you'll want to initially make sure you have an active Shiptheory account that you use to process orders.
You'll also want to make sure that you have Returns Services enabled on your Shiptheory account. To achieve this, you can reach out to our Support Team and ask for assistance in enabling returns services on your account. Currently, the following services are usable-
- Royal Mail Tracked 24 Returns
- Royal Mail Tracked 48 Returns
- Address Only Label Returns
- DPD Return to Shop
- DHL Domestic Express
- UPS Returns Plus (1 and 3 Attempt)
- UPS Returns - Electronic Return Label
- UPS Returns - Print Return Label
- Evri Parcelshop Dropoff
- Evri Locker Dropoff
- Evri Home Collection
- FedEx Next Day
- FedEx Next Day by 10am
- FedEx Next Day by 12 noon
- FedEx Next Day by 9am
- FedEx UK Economy
You'll then want to head to the Returns Page in Shiptheory to enable your Returns Shop:
Setting Up your Returns Portal-
When in the dashboard, you can click "view settings" to make any needed changes to your Returns Shop:
Within this page, you'll have multiple customisation options, please see these detailed below:
Returns Policy - Here you can input your Company Name, as well as the messages displayed on screen to customers in different scenarios, such as a Return being accepted or rejected.
Return Reasons- When a customer attempts to return an item, they'll be prompted to select a reason. Here you can add and manage the options they have to select here, as well as the action that should be taken when a customer selects said option.
Portal Customisation- Here you can customise the layout and design of your Returns Shop. You can choose a logo, as well as the colours to be used on the page.
You can also write custom CSS for how the page should look (it may be worth asking a developer if you're unsure with this). Finally, you can choose the search criteria for how customers find the order they want to return.
Email Templates- Here you can customise the emails that are sent to customers after they request a return. You can change the From Name, From Email as well as the email that is sent alongside a returns label, or a rejection email.
Return Address- In this page you can input the Address that returns should be sent to. You'll want to double check to ensure the information you put in is 100% correct.
User Management- If you have members of staff that will use your Returns Shop, you can add them here. You'll need to input a username, email address, password and set their permissions. You can also manage your existing users here.
Delivery Services- Here you can check and manage the services available through the Returns portal. You can also reset any changes to default if needed.
Notifications- If you're wanting to have a specific email address notified of new RMAs, you can input one here and you'll receive an email each time this occurs.
Using the Returns Portal-
To view the customer facing Returns Portal for your shop, you can click "View Portal" on the dashboard:
This will to the main customer portal. Any changes previously made in your settings should be reflected here:
Customers can input their order number and delivery postcode to find the order that they're wanting to return. Once input, click "find order":
Providing this is a valid order within your Shiptheory account, this will then open the products within said order. The customer can choose which of these products they're wanting to return, select the reason from the options (previously set up in the "Return Reasons" settings page), as well as any additional information about the return:
The next page will allow the customer to select which Returns Service they want to be used. These options will be pulled from the "Delivery Services" settings page we covered previously:
The customer will then see a confirmation page, the text on this is again customisable. This is determined by the "Returns Policy" settings page covered previously:
Dashboard in Depth-
On your main dashboard, you have the option to view your portal, and change settings as shown above, but there are also other key information points that we'll cover.
To-dos- For any Returns requests that require approval, those will be stored in your "Returns Requiring Attention" section of your dashboard. You can select this to view the Returns you have waiting for review:
On this page, you can view any open returns waiting on a verdict:
Upon hitting view, you'll be taken to that specific return request. You can view specific information here, such as the return reason, any images attached by the customer, the customer's order history and returns history. You can also Approve or Reject the request, as well as then marking the Return as "complete" once you've made your verdict:
If a Return is approved, the customer will receive an email (this will use the email template set up previously in the "Email Templates" settings page. As well as the actual returns label itself:
30 Day Returns History- This is a graphic that will show the overall amount of returns made in the last 30 days, alongside their value:
If you have any issues or questions from there at all, please reach out to our Support Team and we'll be happy to give you a hand!