Returns -- both anticipated and unanticipated -- are part of the fulfillment process. Fortunately, here at ShipMonk, we have devised a returns portal that will help make returns as painless as possible! Follow these steps whenever you want to create a return.
Step 1: Go to the "Order Details" of the order in question. You'll want to click on the button that reads "Create a Return".
Step 2: Review order information to ensure that you are processing a return for the correct order.
Step 3: Note that a Return Identification (RMA#) will be generated for this order. Since you will only be processing anticipated returns (and not return-to-sender or other undeliverable packages), it will be your responsibility to communicate to your customer that they must write this specific RMA number on the package. Note: If you are using a shipping label generated from the ShipMonk system, your customer doesn't need to include the RMA on the package.
Step 4: From here, select the return reason and let us know if you will need to create a label for the customer (or if the customer is providing their own label). Note: for international returns, customers must provide their own label. If you choose to create a return label through ShipMonk, you will be able to download the label through ShipMonk portal. You will then be able to directly send this label to your customer.
Step 5: Add the items that are part of this return and the associated quantity. For instance, if four items were originally ordered but one is coming back, this is where you would want to specify that!
Step 6: Choose the Desired Action of the return. If the item can be returned directly to inventory, you can select that. Otherwise, select one of the other options.
Step 7: Click Save! This will officially create the return. If the customer is providing their own label, you are good to go. If you've chosen to create a label through ShipMonk, you will see input cells for the weight, dimensions, and desired shipping service for the return.
Step 8: Once you have entered the desired weight, dimensions, and shipping service for the return label, click "Create Label". This will bring up the "Download Label" button, which you can click to download the return label, and then send to the customer. If you think you've made a mistake while entering the weight, dimensions, and shipping service for the return label, you can click "Void Label" to cancel the label you just created, and start over!
This concludes the return portal tutorial.