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.
- Statuses that help you track a return
- Follow a return shipment's progress
- Follow the quality control & product storage at the warehouse
- Manually close a return
- Frequently Asked Questions
Statuses that help you track a return
Once a return shipment is created, it goes through the following statuses:
Created: the return was created by the buyer or by a user on the merchant appTransmitted: the return's information (including its content) was received at the warehouseShipped: the return was picked by the carrier and the parcel is transitingReturned: the return was received and controlled 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 statuses are displayed in the timeline, at the bottom of your order page.
Meanwhile, you can observe the following statuses in your Orders tab or in your Returns tab:
- Orders' statuses: either
Returning(between the shipment of the return and its control at the warehouse) orReturned(once control at the warehouse has been performed). - Returns' statuses: either
Open,Action requiredorClosed, more details in this article
Follow a return shipment's progress
How can I track the return of a specific order?
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 on the tracking link to uncover more details, including the different return shipment events.
How can I see all my returning orders?
In the Orders tab, you can filter on Returning and Returned orders by clicking on Return.
How can I differentiate a carrier return from a customer return?
You can access that information in the return card (in the Order page) and in the timeline.
How can I understand why the product was returned?
For customer returns made through our Returns Portal, we display the reason of the return in the return card (in the Order page).
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.
A damaged product is a product that cannot be used to fulfill orders as it is. Damaged products are stored separately and can be shipped back to you or destroyed, depending on your instructions, upon request to our support team.
Our warehouses will now take photos of damaged items. This will give you better visibility into the condition of returned items and help you make more informed decisions. It is being rolled out...
Manually close a return
- Open the Order page (either from the Orders tab or from the Returns tab)
- In the return card, click on the Close return button
- Indicate the chosen resolution method and add and optional notes
✨ If you’re using Shopify and refund products directly on Shopify, Bigblue will automatically synchronise the return information, you don't have to duplicate your actions.
Frequently Asked Questions
Looking for more global tips to monitor and process your returns? Please read this article 🤩
How can I track my returns in Shopify?
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 appReturning: the return was shipped and the parcel is transitingReturned: the return was received and controlled at the warehouse, the items were put back in stock or classified as damaged
What are all the Damaged reasons?
- Crumpled product
- Damaged packaging
- Damaged product
- Missing or unreadable barcode