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EXCLUSIVE ReBOUND CLIENT ZONE

Intelligent return

From here you can sign in using your given user credentials.

Learn how to setup new operators here>

You can also view or download the technical specifications for your IT integration.

By default, the graph shows the total number of returns that have been registered online across all markets in the last week.

Dashboard
YOU MUST USE THE FILTERS TO ADJUST:
  • - Time period,
  • - View certain markets,
  • - Or view certain markets
Filter

To change your snapshot, discard filters and use the drop-down menu to select a new filter

Discard Filter

To change the chart appearance, use the filter called 'group by'.

dashboard
Dashboard

Grouping by 'Carrier' and 'Country' shows you a bar chart.

'Overall Reports' is your default dashboard as shown above.

'Overall Reports' is your default dashboard as shown above.

REPORTING
Reporting

Until you select filters, no report will show. You must tell the filter pane what report you wish to see first.

Step 1. (filtering)

Choose a date range.

Choose a date range

Step 2. (filtering)

Choose the tracking statuses you wish to measure with your 'start' and 'end' points.

Filtering

Step 3. (filtering)

Choose a specific carrier and country or leave box ticked 'all'.

Filtering

Step 4. (View Report)

Once you have applied your filters, you will see a table like this;

View Report

Or the layout might look more like this if you have a smaller screen;

View Report

e.g this shows that for the applied filters, 62% of returns arrived back to the retailer by day 10.

You can also download a more thorough report as a csv file which reflects the applied filters.

The spreadsheet will show all customer returns within this period including order references and number of days taken for each parcel to reach it's journey.

ORDERS AND VOUCHERS

ORDERS

Where order data has been provided through an IT integration, you can view all customer sales orders and any corresponding returns.

GO TO ORDERS IN THE HEADER

GO TO ORDERS
ORDERS

EDIT ORDERS FOR RETURNS EXCEPTIONS

GENERATE RMA

GENERATE RMA

RMA'S can be used if you wish to restrict returns being created when the order has exceeded your return policy timeframe. You can then manage the exceptions by issuing an RMA number to the customer which will be required as part of their online registration.

LAST EDITED BY'

Any manual changes to a customers order will be flagged here, showing the name of the system user.

'SET FREE OF CHARGE RETURN'

You may wish to offer certain customers a one-time free return specific to an individual order (without asking them to enter a voucher code). You can achieve this by ticking the box to 'set free of charge return' which means that when they register their return, their choice of return method will already show as 'free'.

'ADD OR REMOVE ORDER'

Add New

You can manually add a new order by clicking ‘Add new’ and filling out the customer details (this will allow a customer to register a return if their order doesn’t already exist in the system).

Remove

Remove order – by selecting this icon, the order will be removed from the system and the customer will be unable to register a return

LOOK-UP ORDERS

If you need to run a search on an individual customer's order, use the filter pane to search for specific order references.

LOOK-UP ORDERS

 

LOOK-UP ORDERS

This is a quick way for your customer service team to cross-reference queries from your help centre such as 'where is my return?' or 'why haven't I received my refund yet?'

VOUCHERS

You can use vouchers to offer FREE returns to customers.

Check that vouchers are enabled on your account by going to 'edit profile' on the top right hand corner.

GO TO EDIT PROFILE IN THE HEADER

GO TO EDIT  PROFILE IN THE HEADER

Once you have activated this feature on your account, your customers will be able to enter a voucher code in the payment stage.

Allow to use voucher
Amount to payment

MANAGE VOUCHER CODES

GO TO VOUCHERS IN THE HEADER

GO TO VOUCHERS IN THE HEADER

To create voucher codes, enter the number of codes you wish to create and then click the green button to 'generate new vouchers'.

Generate a new vouchers
Reboundreturns

Once a customer has used their free voucher code, all used codes will appear in a list when you filter by 'used'. You can also filter by 'unused' and 'reserved'.

The codes you generate will then appear in a list beneath. To allocate a code to a customer, click 'reserve'.

A pop-up box will then appear confirming the code has been reserved. Copy this and send to the customer.

 

voucher

GO TO RETURNS IN THE HEADER

GO TO RETURNS IN THE HEADER
CUSTOMER RETURN CUSTOMER RETURN

TRIGGER EMAIL REPORTS

Here, there are additional filters for returns tracking with the ability to 'subscribe to current filter' in order to trigger reports to your preferred email address so you can monitor your returns parcels without needing to login to your control tower constantly.

TRIGGER EMAIL REPORTS
TRIGGER EMAIL REPORTS
Csv

CUSTOMER DRILL DOWN

VIEW PRODUCTS VIEW PRODUCTS

View individual returns by clicking 'Details' to expand. You can then see an item level view, so you know what products are being sent back and the reasons why. If you have included image URLs within your IT integration, you will also have a visual of the products to bring it to life.

VIEW PRODUCTS

VIEW PRODUCTS VIEW PRODUCTS

DOWNLOAD REPORTS

You can download a report showing either return level data or item level data.

Order level report – this will show the order number and customer details.

Item level report – this will show the order number, customer details and all items in the order (including the reasons for return)

CUSTOMER DRILL DOWN
VIEW DOCUMENTS

VIEW DOCUMENTS

Access a copy of the customers return label and returns form so your help centre can resend a copy if the customer has any trouble.

VIEW DOCUMENTS

View full list of tracking events to monitor the return journey of individual orders.

PROCESS RETURNS

Process

The process function allows you to update a return to ‘Leave unprocessed’, ‘Received’, ‘Refunded’, ‘Decline’ or ‘Has warnings’. You can also leave internal comments against an order.

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PROCESS RETURNS

COLOUR CODED

After you process a return, the order will change colour.

Key

SITE SETTINGS

GO TO EDIT PROFILE IN THE HEADER

GO TO EDIT PROFILE IN THE HEADER
SITE SETTINGS
RETURN POLICY DAYS

This is used as part of the RMA process. (If a customer exceeds the return policy days they will need an RMA number from the retailer to proceed)

ALLOW TO USE VOUCHERS

(more on this here) >

RESTOCKING FEE

You can choose to charge customers a restocking fee for returns by adding a percentage here. You may also wish to only charge a stocking fee over a certain number of days.

AVERAGE REFUND TIME

This is included in the email confirmations so customers know how to long a refund will take to process once a parcel has been delivered.

CUSTOMER SUPPORT LINK

Your customer support link is used for email confirmations to link your customers through your help centre.

COMPANY NAME & LOGO

Straight forward - but you can change these if you rebrand.

LANDING LOGO

This is the image on your landing page, so you can upload new artwork here as often as you wish.
(more on this here)>

LANGUAGE SETTINGS

LANGUAGE SETTINGS

ADVERTISING BANNER 

You can change the artwork for your advertising banner here and set the URL which it links to. You can also have multiple ad banners in different languages. Each language has a tickbox to indicate whether it has been enabled on your platform.

To upload an ad banner, select 'Show on Front' to enable the advert to show on th front-end consumer view, browse for your artwork in your documents.

ADVERTISING BANNER

Need some inspiration of what to include on your ad banner? View examples here >

If you make any changes to your settings, remember to scroll to the bottom to click 'done' otherwise your changes will not be saved.

Done

MANAGE OPERATORS

GO TO OPERATORS IN THE HEADER

GOT TO OPERATORS IN THE HEADER

To create multiple operators, click the green 'create new operator' button.

Create a new opreator

The new operator will then appear in the operators list where you can delete, block and edit an operator's account. Sub operators will have a more limited view of the control tower with just the reports, orders and returns headings (with no access to the settings tab).

Create a new Operator
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