Returns | Follow the different steps of a return

A return can be created for several reasons: delivery failure, expiration of the package's claiming period, return created by the buyer... and might require your attention to get properly closed.

1. Statuses that help you track a return
2. Follow a return shipment's progress
3. Follow the quality control & product storage at the warehouse
4. Closing and resolving a return
5. Frequently Asked Questions

Statuses that help you track a return

Return resolution status

This status shows whether the return has been resolved for the customer (exchange, store credit, or refund).

• Open: no resolution completed yet.
• Action required: you need to take action.
• Closed: the exchange, credit, or refund has been issued.

You can read this article to learn more about managing returns.

Return shipment status

This status tracks the physical progress of the return parcel.

Statuses:

• Created: the return is created and ready to be shipped.
• Shipped: the parcel was picked by the carrier and is on its way to the warehouse
• Returned: the parcel has been received and checked at the warehouse, the items were put back in stock or classified as damaged with details available on the order page, in the return card

These steps are displayed in the timeline, at the bottom of your order page.

Orders associated with a return can have one of the following statuses:

• Returning: the return has been shipped but not yet received and controlled.
• Returned: the return has been received and controlled at the warehouse.

This status reflects the return progress at order level.

Follow a return shipment's progress

For any order that is Returning  or Returned , you can monitor the progress of the return shipment directly in the page of the order, either in the Return card or in the timeline at the bottom.

Click the tracking link to uncover more details, including the different return shipment events.

Follow the quality control & product storage at the warehouse

Once the products arrive at the warehouse, they have to pass quality control. If they are not damaged and their quantity is as expected, they are then put back in stock. The quality control result appears in the return card.

When a return is controlled at the warehouse, operators select the type of issue (for example, damaged product or damaged packaging) and take photos of any damaged items. This gives you clear visibility into the condition of returned products.

Closing and resolving a return

Once the return has been received and controlled, the next step is to resolve it for the customer and close the return.

How to resolve a return

You can resolve a return in one of the following ways:

Refund

• For Shopify orders, from the Bigblue order page: use the Refund button. The refund is triggered in Shopify and the return is closed automatically.
• From Shopify: refunded orders are synced and the return is closed automatically.
• From another CMS: process the refund in your CMS, then mark the return as closed in Bigblue.

Other resolutions: Depending on the case, reship one or more items creating a new order, or issue a store credit manually. In these cases, you need to mark the return as closed in Bigblue.

Mark a return as closed in Bigblue

Some returns are automatically closed when refunded or a store credit or exchange is processed. For other cases, you can close the return manually:

1. Open the Order page, in the return card, click on the Close return button
2. Indicate the chosen resolution method and add and optional notes

The return status will then switch to Closed.

Frequently Asked Questions

How can I see all my returning orders?

You can use the Returns list, which is specifically designed to help you track returns and includes dedicated columns for return-related information.

You can also view returning orders from the Orders list by filtering Returning and Returned orders using the Return tab.

How can I differentiate a carrier return from a customer return?

You can filter carrier returns and customer returns directly from the Returns list.

For each return, the return type is also visible:

• in the return card on the Order page, and
• in the order timeline, where the return events are logged.

This allows you to quickly identify how the return was initiated.

How can I understand why the product was returned?

For customer returns created through the return portal or synced from Shopify, the return reason is displayed in the return card on the Order page. This helps you quickly identify why the product was returned.

What are all the Damaged reasons?

• Crumpled product
• Damaged packaging
• Damaged product
• Missing or unreadable barcode

Can I track my returns in Shopify? How?

Follow this article for tips to track your returns in Shopify.

In the Return export, what do Created, Returned and Returning stand for?

• Created  : a return was created by the buyer or by a user on the merchant app
• Returning  : the return was shipped and the parcel is transiting
• Returned  : the return was received and controlled at the warehouse, the items were put back in stock or classified as damaged