Return Scenarios

ReturnGO supports various return scenarios for stores that operate both online and in physical locations. 

This flexibility enables you to handle returns according to your requirements, and support cases where the order was placed either online or in-store, and a return was requested either through the online portal or at a physical store location, in any combination.

By accommodating these different scenarios, ReturnGO ensures a seamless return experience across all channels, improving customer satisfaction while simplifying return management.

Supported Scenarios

1. Buy Online, Return Online (BORO)
2. Buy Online, Return In-Store (BORIS)
3. Buy In-Store, Return In-Store (BISRIS)
4. Buy In-Store, Return Online (BISRO)

Buy Online, Return Online (BORO)

The Buy Online, Return Online (BORO) scenario is the default process where customers purchase items through the online store and return them using the online return portal.

How it Works

1. Customers submit a return request via the return portal.
2. The Return Merchandise Authorization (RMA) is created automatically when the request is submitted.
3. Your team manages the RMA through the ReturnGO dashboard.

Setup

No special setup is needed beyond the standard configuration of the return portal.

Buy Online, Return In-Store (BORIS)

In the Buy Online, Return In-Store (BORIS) scenario, customers purchase items online and return them at a physical store, without using the return portal. Store staff or managers create the RMA directly in the ReturnGO dashboard.

How it Works

1. Store staff locate the customer’s order in the ReturnGO dashboard and manually create an RMA at the time of return.
2. The return is processed immediately in-store.

Setup

No pre-setup is required beyond ensuring that store staff have access to internally create RMAs from the dashboard.

Buy Online, Drop-Off In-Store

In another Buy Online, Return In-Store scenario, customers can buy online, request a return through the online portal, and then return the items to a physical store location, using the Return to drop-off location return method.

Since the return request was initiated online, it’s classified as a Buy Online, Return Online scenario rather than an in-store return.

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

In the Buy In-Store, Return In-Store (BISRIS) scenario, customers purchase items in a physical store and return items at a physical store. The RMA is created by store staff in the ReturnGO dashboard, and the customer doesn’t need to use the portal to create it.

How it Works

1. Store staff create the RMA directly in the ReturnGO dashboard.
2. The purchase receipt must include the order number to locate the order in the dashboard and create the RMA.

Setup

Purchase receipts need to include the order number (to be able to locate the order in the dashboard).

Buy In-Store, Return Online (BISRO)

In the Buy In-Store, Return Online (BISRO) scenario, customers purchase items at a physical store and initiate a return using the online return portal. This requires additional setup to support online returns for in-store purchases.

How it works:

Setup

• Purchase receipts must include the order number so the customer can use it to find the RMA in the portal.
• The customer must provide an email address or phone number in-store at the time of purchase so the customer can use it to find the RMA in the portal.
• (Optional) In the ReturnGO dashboard, policy rule eligibility can be set to Order Eligibility by Sales Channel to differentiate between POS (point of sale) and online orders.

• (Optional) Enable the Require Customers to Validate Address setting if you want customers to confirm their shipping address in the portal. This is only relevant to customers who already have a shipping address documented.
  • Once this option is activated, additional settings related to customer address validation will appear for further configuration.