Permissions: Only users with Account Manager, Admin and Manager access roles are able to configure return request settings.

Configuring Return Request settings

1. Navigate to Settings > Returns on the Carriyo Dashboard. Select the merchant for which you need to configure the settings. All the sections in the page are explained below.

General Settings

Allow undelivered returns - Enabling this option allows customers to request returns for items that have not been delivered.

Allow changing pickup address - Allows customers to change the pickup address within the same country of the delivery address of the order being returned.

Customer order validation method - This is the combination of credentials that customers must submit in order to create a return request via the Returns Portal.

Maximum Return Days - The number of days from delivery up to which returns are accepted, the maximum being 100 days.

Collection Scheduling

Allow scheduling a collection date - Enabling this toggle will allow users to schedule a date for the collection of the items being returned.

Available schedule start date - Defines the number of days after the return request date from which the collection scheduling will be available.

Allowed scheduling days - Defines the duration of days for which the schedule can be set.

Time slot size - Defines the number of hours each timeslot should contain.

Scheduling restrictions - Defines the days of the week and times of the day available for collection. Disable the Any day, any time toggle to input timings for individual days.

Return Event Notifications

Sends an email notification to the users added to this list when a return request is in either of the following statuses: pending, approved, rejected, returned, received or complete. Click on + add user to add a new user. Users can be deactivated temporarily or deleted.

Default Dropoff Location

If configured, it will set the default dropoff location for the return request based on the pickup location. For returns not within configured countries, each item will return back to item's origin. To add a new entry, click on + add record. Each entry can be edited or deleted.

Return Reasons

These are the return reasons your customers can request for a given item. Each return reason will have associated properties. For example: if a return reason has requires image upload toggle enabled, it is mandatory to upload an image when this return reason is selected.

Resolutions

These are the resolutions your customers can request for a given item. Resolutions are compensations. Each resolution has allowed reason codes associated with it. This means that the resolution can only be requested if any of the reason code is selected.

Rejection Reasons

These are the reasons you can use to reject return requests from customers for a given item. For a pending return request, the above configured reasons can be used when it is being updated to Rejected status.

To add translations of elements, add the translated text for each item defined in the required languages in the popup displayed.

Refund Types

For a given item, these are the types of refund that your customers can request for. Refund types can also be defined as the means of refund.

Product Conditions

For a given item, these are the options available to customers for indicating the item's condition when creating a return request.

2. Click on Save once all changes are made. The changes will be reflected on the Returns Portal.