With the help of the return portal, you can process returns easily and quickly and receive them directly in the returns overview in your Sendcloud account. Below we explain how you can set up and activate the portal in a few simple steps. If you want to learn more about the return portal, check out the introductory article.
Step 1: Set-up your brand
- At 'Webshop URL', you enter the link that leads to your webshop. We use this link to redirect the customer to your shop in different cases. For example, when clicking on your brand logo in the return portal header, your customers will be sent to your shop homepage.
- At 'Shipping Portal URL', you enter the name of your shop in small letters. Based on this, a personal return link for your portal is created. You can share this link with your customers to open up the return portal. The Shipping Portal URL is also used to generate the Track & Trace paged. Learn here how to set up your branded track & trace pages.
- Upload in .png or .jpg format your logo in 'Screen logo', which will be used in the header of the return portal. It's advised to use a landscape format. In this way, the logo will be clearly visible to your customer using the return portal.
- Set a primary colour for your brand. This primary colour will be used in the return portal to fill the main buttons. If you can't find a suitable colour in the palette provided by the colour picker, feel free to paste the exact HEX colour code.
Step 2: Add a return address
Now we need to add a return address, which is the address you will receive the return parcels at. You can directly Add a new return address or navigate to Settings > Addresses > Return Address and click on the "Create new" button.
- Fill in all your return address details
- You can set a label for easier recognition of your return address within the Sendcloud panel
- Click on Save and your first return address is set
- If you have physical shops and you would like to offer your customers to return orders in-store, check the shop addresses as store location. These addresses will be used to offer return in-store option to your customers. Read below how to offer this option.
Attention: currently you can only have one active return address, this is the address that is marked as default. Other address will be ignored along with linking a sender address to a return address. We hope this will be resolved by the end of 2019.
Step 3: Configure your portal
Go to 'Returns' via the settings in your SendCloud panel. Here you can set up your branded portal.
- the maximum number of days after a shipment has been delivered in which the customer can create a return. According to EU law, this has to be a minimum of 14 days.
- The return fee informs customers in the return method step of the return portal about the fee involved for the return label. This fee can be set to charge the buyer if he or she chooses to return through a drop-off point. If you specify '0', it will show the return is free. Within the details of the return, we do a quick calculation and subtract the return fee from the to be refunded amount to the customer. Read more on how to process your returns.
- Return Policy is a link to your own policy about returns, this helps customers know what they can expect during the process of a return.
- Portal languages, allows you to specify specific languages for the portal. On default, we use the language of the customers country and have a fallback to English.
- In the return method section, you can choose to offer your customers to return to a drop-off point or to return in-store. When choosing "At drop-off point", the buyer can return by printing a return label and handing it in at a drop-off point. While by choosing "Return in store", the consumer chooses to return his / her order in one of your stores. For this method, store locations have to be configured in the address tab as described in step 2 of this article. Read more about return methods here.
- In the refund method section, you can choose to offer your customers money back, store credit or exchange as a refund. Learn more about refund methods.
- Enable certain return reasons that your customer can specify when returning an item. We recommend selecting not more than 7 reasons. The "Other" reason will be shown by default in the return portal. By choosing the "other" reason the consumer will be able to specify a personalized reason in a message field.
- Chose which carriers you allow returns for. Be aware that these carriers are country-specific. You can check prices for returns in the price calculator tab in settings. Read more about the price calculator feature.
Step 4: Activate and Save
If everything is satisfactory, you can activate the portal. To do this, go in your portal settings and choose to activate and save. Your branded return portal is now UP AND RUNNING. 🏃You can view your portal by clicking the "View portal" under the activate button.
Step 5: Return emails
When a customer creates a return, he or she expects to be informed about the state of the return process. Sendcloud provides you with three different emails especially dedicated to returns shipments. You can choose to send the return label to your customers through the "label created" email, and even inform him or her when you received the package back. The "label created" email is free for all users, while "handed in at drop-off point" and "return received emails" are available from Small Shop plan.