This guide details how fulfiller users can create and process returns, as well as how an administrator can set the preferred return address that all returns will default to in the site settings.
Set Return Address
If the original shipment was Ship to Home, then the shipping address for the return (or in other words, the location that expects to receive the returned items if the customer opts to mail the items back instead of delivering them in-person) will be automatically set as the original fulfillment location.
However, this can be overwritten by specifying a preferred return address in the site settings at System > Settings > General. This preference will be applied to all returns.
The Return Process
An update in which the Admin UI's return dashboard is embedded within the Fulfiller UI is now available, giving fulfillers access to more robust return management. The existing functions to create and process returns within the Fulfiller UI will be removed by the end of April 2025. Over the next few weeks, Kibo will be upgrading all Fulfiller implementations to the new process. Please contact Kibo Support if you have any questions.
An overview of each version is detailed below.
Internal Note: Theme Setting
The theme setting being used to upgrade clients is isDisplayAdminReturns. When set to true ("1'), existing return functionality will be hidden and replaced by the navigation link to the embedded Admin UI. When set to false ("0"), existing functionality will be visible.
Classic Fulfiller Returns
The following processes represent the existing Fulfiller behavior that will be deprecated in April 2025 and replaced with the embedded Admin UI.
Initiate a Return
To begin creating a return:
- Go to Main > Fulfiller.
- Search for a shipment using the search function. This could be located by looking up the customer’s name, the shipment/order ID, or searching for shipments in the Fulfilled status.
- The Return Status column in the item details will say “Item can be returned” if the item is eligible.
- If the desired item is eligible, click Create Return at the bottom of the shipment view. The Create Return modal will be displayed.
- Select which items from the shipment to return and the quantity of each item.
- Select the reason for the return from the drop-down list.
- Click Create Return for These Items to confirm the selections and open the return.
Process a Return
To process the return in the Fulfiller UI when the items are received:
- Use the search bar to search for the shipment with the active return. The displayed shipment information will include a Return Status column with the associated status, Return ID, and External ID (if one was provided in the return data—this field is not included in the UI creation process described above).
- Click Process Return at the bottom of the shipment view (in the same location where the user initially clicked Create Return). This will display a pop-up for you to confirm the return information and close the return.
- If you have not selected a location in the UI and/or are viewing shipments under All Stores, then you will be prompted to select the location where you are processing the return. This allows the inventory record to be restocked at the proper location.
- In the Process Return pop-up, confirm the item quantity being accepted and reduce the amount that will refunded to the consumer’s original payment method if necessary (such as if there is a restocking fee). This is called the Refund Reduction. For instance, if an item’s cost was $10.99 and the refund reduction is $5.99, then the total refund for the customer will be $5.00.
- Click Process Items to close the return, and KCCP will both refund the customer and update the location inventory levels as needed.
Print Return Receipt
After the return is closed, you will be returned to the shipment details view. From here, there will be an option to print a return receipt. The return receipt lists the returned items and quantities, as well as provides an explanation of the refund that the customer can expect to receive.
Updated Return UI
Once your implementation is upgraded, the navigation menu will display a link for returns.
This button will load the Admin UI returns dashboard in the Fulfiller UI as shown below. For more information about managing returns using this UI, refer to the Returns user guides.
While viewing the embedded returns screen, the navigation menu will still be that of the Fulfiller UI. This allows you to easily navigate back to the dashboard or shipment listing page.
Email Notifications
If the appropriate emails are enabled in your site settings, customers will receive email notifications with their return status and item details whenever a return is created, accepted, rejected, updated, and/or closed.