Configure return-request settings

Use this page to configure the return reasons, resolutions, refund types, and product conditions that appear in the Returns Portal and on return requests.

The Returns Portal is configured per merchant. Configure the appearance of the Returns Portal separately in the Dashboard. Return reasons, resolutions, refund types, and translations are all set here.

Configuring return request settings

1. Navigate to Settings > Account > Returns Management on the Carriyo Dashboard. Select the merchant you want to configure. Each section is 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 predefined comments in Carriyo for customers to choose from when selecting items to return. Enabling this toggle activates the feature.

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

Customer order validation method - The combination of credentials customers must submit 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 lets you define a collection schedule based on pickup countries. Customers can choose a date and time for their pickup that fits their availability. Specific country records 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

Carriyo sends an email notification to each user on this list when a return request reaches any of these statuses: pending, approved, rejected, returned, received, or completed. Click + add user to add a new user. Users can be deactivated temporarily or deleted.

Default dropoff location

When configured, this sets the default dropoff location based on the pickup location. For returns from countries not in the configured list, each item returns to its origin. Click + add record to add a new entry. Each entry can be edited or deleted.

Return reasons

These are the return reasons your customers can select for a given item. Each return reason has associated properties. For example, if Requires image upload is enabled for a reason, the customer must upload an image when selecting it. If Automatically approve is enabled, Carriyo approves the return request as soon as the customer creates it.

Note: You can add translations of these comments by clicking the 'edit' option. Translation languages must be configured at the account level first. See this article to learn more about Account system settings.

Translations are allowed for all sections below.

Predefined comments

This section lets you specify predefined comments associated with reason codes that customers can choose when 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, meaning the resolution can only be selected if a matching reason code is chosen.

Rejection reasons

These are the reasons you can use to reject return requests for a given item. For a pending return request, the configured reasons are available when updating the request to Rejected status.

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

Refund types

These are the refund types your customers can request for a given item. Refund types define the means by which a refund is issued.

Product conditions

These are the options customers can choose to indicate the item's condition when creating a return request.

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

See Set up the customer returns portal for a detailed guide on configuring the visual theme, host domain, and additional portal settings.

Concepts behind this

• Returns. The platform module.
• Return request model. The lifecycle and entities.