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 > Account > Returns Management 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.

Allow predefined comments - Brands can configure pre-defined comments in Carriyo for customers to choose from while selecting the required items to return. Enabling this toggle facilitates this feature.

Allow customers to enter their own comments - If this toggle is enabled, customers can add personal comments, in addition to pre-defined comments.

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.

Auto-Close Returns - When this toggle is enabled, a return request will automatically close after the number of days specified in Auto-Close Days, if no activity has been recorded. The return request will then be closed and moved to Completed status.

Maximum Return Days & Customer Order Validation Method being displayed in the Returns Portal.

Collection Scheduling

This setting allows you to define a collection schedule based on the pickup countries. Customers are allowed to choose a date and time for their pickup that aligns with their availability. Specific country records will override Any Country records.

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. Similarly, if a return reason has automatically approve toggle enabled, it will be automatically approved as soon as the return request is created in Carriyo.

Note: You can also add translations of these comments by clicking the 'edit' option. To do this, translation languages should be configured at the account level. See this article to learn more about Account system settings.

Translations are allowed for all sections below.

Predefined Comments

This section allows you to specify predefined comments associated with reason codes that customers can choose while submitting the return request. 

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.

Refer to this article for a detailed guide on how to configure the visual theme, host domain, and additional settings associated with the Returns Portal.