Duoplane helps you manage the returns process, whether the return is headed back to you or to your vendor.

Summary of the returns process

While the specific process used by your company may differ, the general steps for most returns are:

  1. Create a new return (RMA)
  2. Wait for items to be received back
  3. Record that items have been received
  4. Approve the return for a refund
  5. Process a refund
  6. Record that you have received a credit memo from your vendor (if applicable)

How to manage an ecommerce return

Create a new return (RMA)

  1. Navigate to the order record for the order that is being returned.
  2. Click the Create return button.

    create_return

  3. Select whether this is a return to you or to a vendor.

    choose_return_destination

  4. Fill in the return information:
    Return destination Confirm or change the return destination from the list. The options will include:

    • Your company (the retailer)
    • The vendors on the order
    • Any of your vendors that you have designated as a “Warehouse”
    Return address The return address will pre-populate with the “Return address” of the company selected as the Return destination.

    This return address is included as an available template variable to the RMA instructions email that is sent to the customer. It also appears on the PDF return document that is sent to the customer.

    Use custom address Check this box if you edit the pre-populated address above. Duoplane will automatically check the box for you if you edit the Return address field.
    Return label Optionally attach a file to be sent to the customer along with the RMA instructions email.

    Most commonly this is a pre-paid return label if you are providing a shipping label to the customer.

    Send instructions to customer? Set to “Send” if you would like Duoplane to email return instructions to the customer as soon as you create the return.

    The template for the RMA email can be customized. See this article: Customize the return authorization email template

    Send instructions to The customer email address to which Duoplane should send the return instructions.
  5. Select which items are expected to be returned and fill in any other item-level detail that you wish to record:
    Quantity expected Select the quantity of each item expected to be returned.
    Return reason Select the reason for returning this item. (Optional)

    You can customize your standard list of return reasons in your Order Management settings.

    Item condition Select the expected condition for this item. (Optional)

    You can customize your standard list of item conditions in your Order Management settings.

    Note Optional note about this returned item.
    Needs special handling Check if the person receiving this return should be aware of special handling needs prior to receiving the return.

    You may want to provide more detail in this item’s Note field.

Track the expected return (optional)

Once the return has been created, you can enter tracking information for the return (carrier name and tracking number).

This tracking information might be provided by your customer once they send the item, or you might already have the information if you generated a shipping label for your customer.

Record that the return has been received

After your receive the returned items, select the quantity returned of each item in the Quantity returned column of the item list in Return items.

Setting the Quantity returned for any item will automatically fill in the Received on date for this return to today’s date. If the return was received on a different day, you can manually set the Received on date.

If you set the return destination to a vendor or warehouse, users from return destination company will also be able to mark the return as received in their Vendor Portal.

Approve a refund for the return (optional)

If your process calls for returns to be approved before they are refunded, review and approve the refund. Returns are considered “approved” if the Approved for refund on field has a valid date in it.

Why add in this extra step? Often when you send a return to a third part such as a warehouse or vendor, you will want to confirm that the return is exactly as expected prior to processing a refund to the customer. This extra step gives you the opportunity to review all returns that have not been explicitly approved for a refund.

Process a refund for the return

Processed the refund within your ecommerce platform, and Duoplane will attempt to match that refund with the Duoplane return in order to mark it as refunded and close it out.

  1. Navigate to the sales order within your shopping cart or ecommerce platform admin.
  2. Process a refund via the tools provided by your ecommerce platform.
  3. Important Make sure that refund specifies the items and that the items and item quantities exactly match the return in Duoplane.*
  4. Re-import the order into Duoplane.
  5. Confirm that Duoplane has marked the return as refunded. (There should be a date within the Refunded on field in the return record.)

* If you cannot refund the return via your ecommerce platform, or if you cannot match the return exactly with the Duoplane return, Duoplane will not be able to automatically mark this return as “Refunded”. In that case, you can manually mark the return as “Refunded” by selecting a date in the Refunded on field in the return record within Duoplane.

Record a vendor credit memo (for returns to the vendor)

For returns that are sent directly to the vendor, you can use Duoplane to keep track of vendor credit memos.

If you indicated that the return’s destination is a vendor, the return record will include a section for vendor credit memo information.

After you have received the vendor credit memo and entered in into your accounting system, record within Duoplane that you received the credit memo. A credit memo is considered “Received” if a date is set for the Credit memo received on field. All other credit memo fields are optional.