Return Management

Returns Flow: 

1. Clickpost needs item level details while registering AWB so that the end customer can select the item to be returned from the list. 

a) Information needed in AWB registration API: Refer: 

https://clickpost.github.io/slate/#register-an-awb-for-tracking 

“shipment_info” → “additional” → “items”. Field needed are “sku”, “description”, “quantity”, “price”, “images” 

2. Once the information is received by Clickpost, Clickpost starts tracking the shipment. When the shipment is delivered, there are two ways returns management can be plugged to your website. 

a) In my orders section: On every AWB registration API response, we are sending a security_key. You need to store the security_key for each AWB in the system and can show returns button directly in the my orders section for each order which can be binded to: https://<brandname>.clickpost.in/returns?security_key=<shipment_security_key> &waybill=<waybill> 

This will directly open the returns page for that order like: 

Where all the items present under the order will be visible to the customer. 

This link will be active only for X days after shipment is delivered as per your return policy. 

[Note: You can also fetch the security key for existing shipments via the GET API: 

https://www.clickpost.in/api/v1/shipment-security-key?reference_number=<refere nce_number>&username=<>&key=<api-key> 

Or 

https://www.clickpost.in/api/v1/shipment-security-key?waybill=<waybill>&cp_id=< courier_partner_id>&username=<clickpost-api-username>&key=<clickpost-api-k ey> ] 

b) Independent returns section: You can integrate the base URL of returns management: https://<brandname>.clickpost.in/returns where customer can come and enter his order details to view the items to be returned.  

3. Customer will follow the steps to place the return request which will get registered in Clickpost.  

a) Information needed: List of reasons to be shown to the customer for returns 

b) Information needed: List of courier partners through which reverse pickup is to be allowed and their serviceable pincodes list (to be uploaded on the Clickpost dashboard → “Courier Partner Settings” → “Courier Partner” → “Serviceability”) Also let us know if you want us to keep the Self Ship option open to the customers in case the customer want to ship the product themselves. 

4. Once the customer places return request, it will reflect on the dashboard under “Returns Management” section. Once the order is received, Clickpost will generate the pickup request on couriers based on your returns configuration: 

    a. Manual approval (Where a manual approval is required from your end)

    b. Auto pickup request generation: Clickpost will periodically pick these shipments (every 10 mins) and register them on the corresponding courier partner based on the recommendation logic set by you (if you have multiple reverse courier partners).  

By default, system will be set to manual approval.

All new return requests will reflect under “Return Requests” section. 

After login into the ClickPost dashboard, return management can be viewed as the seventh sidebar choice. Following is the screenshot of default view of Return management when you visit Return Request in return management:

A webhook can be sent by Clickpost to your system for any returns request placed by the customer. To subscribe for this webhook, visit https://dashboard.clickpost.in/#/settings → “Notification” → “Webhook: Selected Status” → Activate webhooks for “Return Request Placed” 

5. As the AWB is generated for an order, the shipment moves from “Return Requests” section to “AWB Generated”.  

You can opt for webhook once AWB is Generated by visiting: https://dashboard.clickpost.in/#/settings → “Notification” → “Webhook: Selected Status” → Activate webhooks for “AWB Registered”. Select only the reverse courier partners for this webhook otherwise you will start getting webhooks for every AWB registered in Clickpost by you. 

6. Reporting: 

Daily Reverse pickups pickup report: RVP Shipments picked up by courier partner daily Daily Reverse pickups cancelled report: RVP Shipments marked cancelled by Courier partner  

UI Requirements: 

1. Creative image for return landing page and dimension is 960*525(w*h) (refer point 2 b. above) 

2. Returns Policy link 

3. Refund Policy link 

4. Terms & Conditions link  

5. Return reason List 

6. Allow returns to be placed for how many days after delivery (Example: 7 days, 10 days, 15 days)