How to Re-create a Return Request

Objective

For cancelled pickups of returned items, brands previously had to manually close the return request and raise a new one in situations such as courier miss, incorrect return reason selected by the customer, QC failure, etc. To reduce this manual effort, we have introduced the option to re-create a return request directly from the dashboard.

Note: - 

Return requests can be re-created only after a shipment has been marked as Cancelled, either manually or based on courier partner scans. Currently, this process is still manual.

Steps to Re-Create Return Requests: - 

Step 1: Navigation

Go to Home → Return Management → Actions → Recreate Return
You can also click View Details, where you will find the Recreate Return button at the bottom.

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Step 2

a. When you click on the Re-Create Return button, a pop-up will appear prompting you to verify the order details.

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b. Dashboard users can edit fields such as return reason, sub-reason, and comments. They can also add or remove images uploaded by the customer.

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Note:

• The Comment field is mandatory when re-creating a return request.

• If you edit the return reason, add/remove images, etc., please ensure that you click Save first. Only after saving the updated details should you click Recreate to successfully submit the request.

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c. Users can also edit the refund mode, warehouse, and courier partner details.

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Journey After Re-Creating a Return

• Once the Re-Create Return CTA is submitted, the new request will appear in the New Returns tab and will function like any new return request.

• The newly created reference number will have a “-1” suffix added to the original reference number.

• If the request is re-created again, the suffix increments to “-2”, “-3”, and so on.

• The Created By field will show “Admin” for all re-created return requests.

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Additionally, a comment is added in the Internal Timeline section for transparency, indicating when and by whom the request was re-created.

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What Happens to the Original Request

• Every time a return request is re-created, the original request is automatically moved to the ‘Closed’ tab in the dashboard.

• The original request will also have an update in the Internal Timeline stating that the request has been closed and re-created.

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Additional Notes: - 

We have extended the same editable capabilities to two more actions within the dashboard:

a) Manual Approve and Assign → Available in the New Returns tab

b) Retry Order → For return requests that failed under the New Returns tab