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“Returns” and “Reverse Logistics”, within the KIBO Commerce platform, is a comprehensive suite of tools that enables businesses to manage the entire lifecycle of a product Return. It begins with the customer’s request and follows the item through physical transit, warehouse processing, condition assessment, intelligent disposition routing, and final financial resolution. This system integrates with other platform components, such as Order Management, Inventory, Fulfillment, and Order Routing, to ensure a cohesive and automated workflow that maximizes value recovery.A well-defined Returns process reduces the complexity of handling returned goods, minimizing the time and effort required from customer service and warehouse staff through automated status management and intelligent routing. Financially, it allows businesses to recover maximum value from returned products by facilitating their re-entry into sellable inventory or by guiding them toward the most profitable disposition path based on condition assessment, thereby protecting the bottom line. From a customer experience perspective, a seamless and transparent Returns process with real-time status tracking reduces friction, addresses post-purchase concerns, and serves as a significant factor in driving customer retention and loyalty.In this video, I will demonstrate how to manage a Return when a customer requests an “Exchange”, for example, if an item arrived damaged or they simply want a different size. Instead of issuing a refund, we can seamlessly create a “Replacement” Order directly from the Return.This video will mostly cover the Replacement, or Exchange, process. For a more comprehensive demonstration on Returns, please watch the “Returns for Refund” video, which is linked here. Returns and reverse Logistics within the kibo. Commerce platform is a comprehensive Suite of tools that enables businesses to manage the entire life cycle of a product return. It begins with the customer’s request and follows the item through physical Transit Warehouse processing, condition assessment, intelligent disposition routing and final Financial resolution. This system integrates with other platform components such as order management, inventory, fulfillment, and Order routing to ensure a cohesive and automated workflow that maximizes value recovery. A well-defined returns process. Reduces the complexity of handling return to Goods minimizing the time and effort required from customer service and Warehouse staff, through automated status management and intelligent routing. Financially, it allows businesses to recover maximum value from Return products by facilitating the re-entry into sellable, inventory or by guiding them toward the most profitable disposition passed on condition assessment. Thereby protecting the bottom line, From a customer experience perspective, a seamless and transparent returns process with real-time status tracking reduces friction addresses, post-purchase, concerns and serves as a significant factor in driving customer retention and loyalty. In this video, I will demonstrate how to manage a return When a customer requests. An exchange, for example, if an item arrived damaged or they simply want a different size. Instead of issuing a refund we can seamlessly create a replacement order directly from the return. This video will mostly cover the replacement or exchange process. For a more comprehensive demonstration on returns. Please watch the returns for refund video which is linked here. All Returns are initiated from their original “Order” Details page. To navigate to the “Orders” Dashboard, in the left menu, on the “MAIN” tab, click “Orders”, then click the “Orders” submenu. All Returns are initiated from their original “Order” Details page. To navigate to the “Orders” Dashboard, in the left menu, on the “MAIN” tab, click “Orders”, then click the “Orders” submenu. This is the Orders Dashboard. We discussed this dashboard in a separate video.Here, we’ll locate the original Order that we need to process a Return for. We can do that by scrolling through the Dashboard, or utilizing the Search and Advanced Filtering bar at the top of the page. When we’ve located the Order, we’ll click on it to access the Order Detail page. This is the Orders Dashboard. We discussed this dashboard in a separate video. Here, we’ll locate the original Order that we need to process a Return for. We can do that by scrolling through the Dashboard, or utilizing the Search and Advanced Filtering bar at the top of the page. When we’ve located the Order, we’ll click on it to access the Order Detail page. Within an Orders Detail page, we’ll click on the “Returns” tab. Here, we’ll see that none of the Order lines are eligible to be returned. This is because the Shipment on this Order has not yet been fulfilled, which is explained in the “Red” text below the “Returnable Items” section. Within an Orders Detail page, we’ll click on the “Returns” tab. Here, we’ll see that none of the Order lines are eligible to be returned. This is because the Shipment on this Order has not yet been fulfilled, which is explained in the “Red” text below the “Returnable Items” section. When the Shipment has been fulfilled, the items may now be eligible to be returned. In this example, the first line item has already been returned, so it has been disabled.Important Note: if we are using “Return Rules” that restrict Product Returns, then the line item may be disabled, and a “Reason” will be displayed stating why it has been disabled.Customer Service Representatives and Admins may still be able to initiate a Return for items regardless of “Rule” restrictions by checking the “Override Return Restriction” option that appears above the table.We will discuss “Return Rules” in a separate video. When the Shipment has been fulfilled, the items may now be eligible to be returned. In this example, the first line item has already been returned, so it has been disabled. Important Note: if we are using “Return Rules” that restrict Product Returns, then the line item may be disabled, and a “Reason” will be displayed stating why it has been disabled. Customer Service Representatives and Admins may still be able to initiate a Return for items regardless of “Rule” restrictions by checking the “Override Return Restriction” option that appears above the table. We will discuss “Return Rules” in a separate video. For each line item, we’ll have 5 separate “Quantity” columns. These columns show the original “Quantity Ordered” on the Order, the “Quantity Fulfilled” on the Order Shipments, and “Quantity Returned” via previous Order Returns, “Quantity Rejected”, which displays the number of items that have been “Rejected” during the Returns process, and finally, “Quantity Returnable”, which displays how many of the line items are eligible for Return. For each line item, we’ll have 5 separate “Quantity” columns. These columns show the original “Quantity Ordered” on the Order, the “Quantity Fulfilled” on the Order Shipments, and “Quantity Returned” via previous Order Returns, “Quantity Rejected”, which displays the number of items that have been “Rejected” during the Returns process, and finally, “Quantity Returnable”, which displays how many of the line items are eligible for Return. We can create multiple Returns for a single Order, as needed. We can also Return Products and Extras as a whole, or select only certain items from within a “Bundle” to Return.For each product that we are returning, select the “Reason” for the return using the “Reported Issue” dropdown. There are default “Reasons” that are available out-of-the-box, but we can customize this list, if desired. We can create multiple returns for a single order as needed. We can also return products and Extras as a whole or select only certain items from within a bundle to return. For each product that we are returning. Select the reason for the return, using the reported issue dropdown, There are default reasons that are available out of the box, but we can customize this list if desired. We’ll also need to select the “Resolution” type that the shopper seeks. The options are:“Refund” - Select this option if the shopper only desires a refund. We can still send a replacement if conditions change later in the process. We covered “Refund” in a separate video.Or “Replace” - Select this option if the shopper desires a replacement product. We can still provide a refund to the shopper under this option. For this demonstration, we’ll select “Replace”. We’ll also need to select the resolution type that the Shopper seeks. The options are refund. Select this option. If the Shopper only desires a refund, we can still send a replacement of conditions change later in the process. We covered refund in a separate video. Or replace. Select this option. If the Shopper desires are replacement product, we can still provide a refund to The Shopper under this option. For this demonstration, we’ll select replace We’ll enter the “Quantity” the shopper wishes to Return, either being lower than or equal to the “Quantity Returnable” value for the line item.We’ll make sure the “checkbox” for all line items we’re returning is checked, and then we’ll click the “Initiate Return” button. We’ll enter the “Quantity” the shopper wishes to Return, either being lower than or equal to the “Quantity Returnable” value for the line item. We’ll make sure the “checkbox” for all line items we’re returning is checked, and then we’ll click the “Initiate Return” button. If the “Reverse Logistics” feature is enabled, then the “Manage Return Location” modal will display a table of all return items with “individual” return locations, instead of a “single” location for the entire return. The system will retrieve a suggestion for the best return location for each item from Order Routing and prepopulate those selections in the table. If the “Reverse Logistics” feature is enabled, then the “Manage Return Location” modal will display a table of all return items with “individual” return locations, instead of a “single” location for the entire return. The system will retrieve a suggestion for the best return location for each item from Order Routing and prepopulate those selections in the table. Users can manually select a different location if needed. If multiple locations are selected across all items, then a separate return will be created for each location.When all locations have been selected, we’ll Click “Create Return” on the bottom right of the modal. Users can manually select a different location if needed. If multiple locations are selected across all items, then a separate return will be created for each location. When all locations have been selected, we’ll Click “Create Return” on the bottom right of the modal. When the Return is created, we are taken directly to the Return Detail page. We discussed this page by section in the “Returns for Refund” video, which is linked here.For brevity’s sake, we’ll move directly to the “Replacements” section of this page. When the Return is created, we are taken directly to the Return Detail page. We discussed this page by section in the “Returns for Refund” video, which is linked here. For brevity’s sake, we’ll move directly to the “Replacements” section of this page. In the “Replacements” section of the Return Detail page, we’ll click the “Ship Replacement” button.We can set Rules to activate the “Ship Replacement” action only after the Return items are received. In this example, we will directly create a Replacement Order without first receiving the original Return. In the “Replacements” section of the Return Detail page, we’ll click the “Ship Replacement” button. We can set Rules to activate the “Ship Replacement” action only after the Return items are received. In this example, we will directly create a Replacement Order without first receiving the original Return. In the “Ship Replacement for Return” modal window, we’ll enter the “Quantity to Replace”. We can optionally enter an “Internal Note”, then we’ll click the “Ship Replacement” button. In the “Ship Replacement for Return” modal window, we’ll enter the “Quantity to Replace”. We can optionally enter an “Internal Note”, then we’ll click the “Ship Replacement” button. This will automatically generate a new Offline Order with the replacement item automatically added to the Cart. The new Order also references the original Order as well as the Return. This will automatically generate a new Offline Order with the replacement item automatically added to the Cart. The new Order also references the original Order as well as the Return. The system automatically applies an “Order Adjustment” to make it a zero dollar exchange, but because this is essentially a new “Offline” Order, we can adjust “Pricing” as needed. We can also edit the Order’s “Product Details” to easily “exchange” or “add” additional items to the Order, adjust Order “Payment” and “Fulfillment” information, add “Internal Notes”, edit “Order Attributes” - anything we can do on a new “Offline” Order, we can do on the “Replacement” Order. The system automatically applies an “Order Adjustment” to make it a zero dollar exchange, but because this is essentially a new “Offline” Order, we can adjust “Pricing” as needed. We can also edit the Order’s “Product Details” to easily “exchange” or “add” additional items to the Order, adjust Order “Payment” and “Fulfillment” information, add “Internal Notes”, edit “Order Attributes” - anything we can do on a new “Offline” Order, we can do on the “Replacement” Order. When we have edited all Order information as needed, we’ll click “Submit Order”. When we have edited all Order information as needed, we’ll click “Submit Order”. This creates the shipment for the replacement item. This creates the shipment for the replacement item. Back on the Return Detail page, the “Items Replaced” and “Replaced” status have been updated. Back on the Return Detail page, the “Items Replaced” and “Replaced” status have been updated. In the “Replacements” section, we can view the “Replacement Order” details.We can also refer to the “Internal Notes”, if applicable. In the “Replacements” section, we can view the “Replacement Order” details. We can also refer to the “Internal Notes”, if applicable. Lastly, although this Return was initiated as a “Replacement”, we can always issue a “Refund” on it should conditions change. Lastly, although this Return was initiated as a “Replacement”, we can always issue a “Refund” on it should conditions change.

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