KB: Returns: Returns Portal

How does the Returns Portal work? 

Submit Return – When the customer now lands on our returns page within the help section, they will now see a button to submit their return. This will take them to the Returns Portal

User Login – The user enters the email address and order number used when placing their order. Please note the customer must remove the branch reference and item reference from their order number. For example, 214-1-123456789 should be entered as 123456789. 

Select Item – The user selects which of the items on their order they’d like to return.

Return Reason – The user will use the dropdowns to tell us the reason for their return and the items condition – this information is the same as what is currently presented on the despatch note.

Process Return – Once the user has completed the fields for the items they wish to return, they can now process their return and move on to select which courier they would like to use to return.

Courier Selection – The user at this point will select the courier which they want to use and this will take them to the courier’s website to get a label/barcode.

Once processed - This will show on the customer order call log as the below around 10 minutes after processing on the website.