Understand the returns portal for buyers
Enabling your customers to create returns in self-service can be game-changing for your brand. This is where our returns portal comes into play!
How does the returns portal work?
Wrong size, damaged item... there are many reasons for which a customer would choose to return their package. To simplify this process, it is possible for them to create these returns directly via our returns portal. This self-service option will allow them to access it at all times with no manual action from our support team!
Here's how it goes
🎥 View it on Video in Loom
How to set the portal?
You can activate the portal from your Logistics Settings. Then, review the settings and adapt them to your return policy.
You can find a step-by-step guide in this article.
In which language is the portal available?
It is available both in 🇫🇷 French and 🇬🇧 English.
How can my customers access the portal?
By default, a QR code will be added on the delivery note. Buyers can simply scan it to access easily the buyer portal. There are also instructions for those who prefer typing the link. You can deactivate this option.
We also recommend you add the link to the portal in your pages and emails
- In your return policy
- In the Delivered Email - that you can modify in Bigblue
Will buyers receive return labels?
Yes, if you activate this option.
You can configure whether the return is free or at the buyer expense, for France or Europe. When return shipping is offered to the buyer, the return label will be generated and ready-to-print when the return is requested.
If not, the address of the warehouse will appear so that they can stamp it themselves.
Return labels are available in Metropolitan France 🇫🇷, and Monaco 🇲🇨. In case you need a label for another country, please contact our customer support directly via the app.
I don't offer returns. Can I still use your portal for my buyers to return products?
Yes. You can set-up whether you offer pre-paid return labels to buyers in your settings ( Logistics / Returns). You can read a step-by-step guide in this article.
How do buyers login?
When they are coming directly from
| Both the CMS and Bigblue order id are accepted !
- Bigblue order id (12-letter string starting
with your 4-letter code ex:
|Both billing and shipping zipcodes are valid|
If you have activated it, they are automatically logged in from the delivery note and will directly see the product list.
How can I test the portal?
You can preview the portal with its link to view how it looks. If you want, you can test the flow with a French order and cancel the return after creating it in the original order page.
I want to exceptionally authorize a return. How can I do it?
You will need to create the return from the merchant app. See this article for further information.
I was using the app to download return labels, what should I update?
- You don't need to modify anything but we recommend you check the settings.
- The new portal with return reasons access has the same link as the old one. Return reasons are directly provided without any setup on your side.
(Optional) We recommend you:
1/ to set up if you offer pre-paid return labels to buyers
2/ to add a background image to brand the portal. Your visual will wow your customers 🤩!