Advanced Returns Management
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      In-Store Returns

      Last Updated: February 13, 2025

      In-store returns provide a seamless way to manage returns across both physical and online stores. Whether an item was bought online or in-store, it can be returned to a physical location for faster processing. 

      Returns may be handled directly by store staff or initiated online before drop-off. ReturnGO makes it easy to manage both online and in-store returns by keeping returns synced across channels.

      Requirements

      To effectively manage in-store returns for both online and physical stores:

      • Ensure your store staff has access to the ReturnGO dashboard to internally create RMAs.
      • Physical purchase receipts must include an order number so that store staff can quickly locate the order in the ReturnGO dashboard and create the RMA for items bought in-store.
      • Your Point of Sale (POS) system must be connected to your Shopify store so that each physical order will have a corresponding Shopify order.
      • The online return portal must be configured and active if you want customers to be able to submit return requests online before dropping off items in-store.
      • The Return to drop-off location return method must be enabled if you want customers to be able to choose to drop off the items in-store after initiating a return online.

      Buy Online, Return In-Store (BORIS)

      The Buy Online, Return In-Store (BORIS) scenario is where customers who purchase items online, return them at a physical store, without using the return portal. This is done by store staff or managers creating the RMA manually in the ReturnGO dashboard.

      The order number from the online purchase is stored in Shopify and synced with ReturnGO, allowing store staff to easily locate the order in the dashboard and process the return.

      Capabilities

      • Process the returns immediately in-store.
      • Manually create an RMA.

      How it Works

      1. Customer purchases items online.
      2. Customer returns items in-store.
      3. Store staff locate the order in the ReturnGO dashboard using the order number.
      4. Store staff manually create the RMA.
      5. The return is processed immediately in-store.

      Configuration

      To set up Buy Online, Return In-Store (BORIS):

      Buy In-Store, Return In-Store (BISRIS)

      The Buy In-Store, Return In-Store (BISRIS) scenario is where customers who purchase items in a physical store, return them at any participating physical store location. The Return Merchandise Authorization (RMA) is created by store staff directly in the ReturnGO dashboard, and the customer doesn’t need to use the online portal to initiate the return.

      Orders made in-store are linked to Shopify via the POS system, ensuring each purchase has an order number. This order number needs to be included on the purchase receipt, so that store staff can find the order in the dashboard and process the return on the spot.

      This scenario streamlines the return process by enabling store staff to manage the entire return process on-site, ensuring a quicker and more efficient experience for customers.

      Capabilities

      • Store staff can manage the entire return process without requiring the customer to initiate the return online.

      How it Works

      1. Customer buys items at a physical store location. The purchase receipt is issued with an order number that corresponds to a Shopify order.
      2. Customer returns items in-store.
      3. Store staff find the order in the ReturnGO dashboard by searching for the order number from the purchase receipt. 
      4. Store staff creates the RMA directly in the ReturnGO dashboard.

      When store staff create an RMA in-store, they must set the return method to Return to drop-off location to ensure the return is processed correctly. If most manually created RMAs are created in physical store locations, it’s recommended to set the default return method for internally created RMAs to Return to drop-off location for efficiency.

      Configuration

      To set up Buy In-Store, Return In-Store (BISRIS):

      • Purchase receipts need to include the Shopify order number (to be able to locate the order in the dashboard). 
      • Ensure store staff have the necessary permissions in the ReturnGO dashboard to create RMAs. 
      • Set up the Manager Approval feature to require manager approval for certain RMAs.

      Buy Online, Drop-Off In-Store

      The Buy Online, Drop-Off In-Store scenario is where customers who purchase items online initiate a return through the online portal, and then return the items at a physical store. This method uses the Return to drop-off location return method for returns, making it easy for customers to return their items in person instead of shipping them back.

      Since the return request was initiated through the online portal, this is classified as a Buy Online, Return Online scenario rather than an in-store return. It provides flexibility for customers who prefer to return items to a nearby store location instead of shipping them back.

      Since the customer initiates the return in the online portal, the return request is already in the ReturnGO dashboard. Store staff can validate the items upon drop-off and trigger the refund or exchange as needed.

      Capabilities

      • Customers can initiate the return online and then drop off the items at a nearby physical store.
      • Store staff can validate the returned items, inspect their condition, and issue refunds on the spot.

      How it Works

      1. Customer purchases items online.
      2. Customer submits a return request through the return portal.
      3. Customer drops off items in-store.
      4. Store staff can locate the return request in the ReturnGO dashboard using the customer's RMA or order details.
      5. Store staff validate the returned items to mark them as returned and confirm their condition.
      6. Once validated, the store staff can release the refund or exchange on the spot or trigger other automations.

      Configuration

      To set up Buy Online, Drop-Off In-Store:

      • Ensure the Return to drop-off location return method is enabled.
      • Ensure the return portal is properly configured to support the Buy Online, Drop-Off In-Store scenario.
      • The validate items feature should be enabled so that store staff can validate the returned items when dropped off in-store.

      To enable the return portal:

      1. Integrate the return portal in your store.
      2. Modify the return portal URL to match your store’s preferences.

      Manager Approval

      The Manager Approval feature ensures that only authorized staff can approve certain RMAs. When enabled, RMAs that meet specific criteria (such as being out-of-policy) will require manager approval before they can be processed.

      This ensures that only authorized personnel handle returns, particularly those that may need special attention.

      This feature is currently in beta. Apply to join the beta.

      Here’s how the approval process works for different user roles:

      Physical or Online Store Staff:

      Physical or online store staff can submit return requests on behalf of customers but cannot approve RMAs that require manager approval. If an RMA requires manager approval, a Manager Approval pop-up will appear. Physical store staff must also select their store location when creating an RMA, in order to identify it as coming from that store.

      Physical or Online Store Managers:

      Can approve RMAs directly in the ReturnGO dashboard. A manager must enter their ReturnGO password to approve the RMA.