As a ReBOUND client, you can manage all your global returns through a single platform. That doesn't just give shoppers all over the world a single gateway to return, you benefit from your own admin panel to monitor every single returned item before it shows up on your doorstep.
The 'Returns Admin Panel' is your main landing page showing an overall report of the number of returns registered by your customers.
By default, the graph shows the total number of returns that have been registered online across all markets in the last week.
To change your snapshot, discard filters and use the drop-down menu to select a new filter
To change the chart appearance, use the filter called 'group by'.
Grouping by 'Carrier' and 'Country' shows you a bar chart.
The reports section shows the service level performance.
'Overall Reports' is your default dashboard as shown above.
Until you select filters, no report will show. You must tell the filter pane what report you wish to see first.
Where order data has been provided through an IT integration, you can view all customer sales orders and any corresponding returns.
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.
Any manual changes to a customers order will be flagged here, showing the name of the system user.
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'.
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 order – by selecting this icon, the order will be removed from the system and the customer will be unable to register a return
If you need to run a search on an individual customer's order, use the filter pane to search for specific order references.
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?'
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.
Once you have activated this feature on your account, your customers will be able to enter a voucher code in the payment stage.
To create voucher codes, enter the number of codes you wish to create and then click the green button to 'generate new vouchers'.
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.
All returns registered through the ReBOUND platform will appear here. The layout is very similar to how orders are displayed, listed beneath the filter pane.
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.
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.
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)
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 full list of tracking events to monitor the return journey of individual orders.
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.
After you process a return, the order will change colour.
Once your account is setup, you can manage the majority of your ReBOUND platform settings yourselves. All information within your client profile affects the appearance and content of your front-end consumer view.
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.
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.
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).