Main Account Overview & Settings

The Main Account is your central hub for managing the Returns system. From here, you can oversee all your associated brands and sub-accounts, giving you a full, top-level view of your returns activity across the business. This includes access to Orders, Returns Booked, Returns In Transit, Returns Completed, and comprehensive Account Settings

Whether you're managing one brand or many, the Main Account allows you to stay in control, monitor performance at scale, and ensure consistency across your organisation

Account Settings

The Account Settings area provides all the tools needed to configure and tailor the Returns App to your organisation’s needs. Within this section, you can:

• Invite Users: Send invitations to team members to join and collaborate on the main account

• Manage Users: View, update, or remove users and control their access levels

• Email Settings: Choose your preferred email delivery provider (e.g. Mailgun, Amazon SES, or SendGrid), and configure system-generated emails such as return confirmations and notifications

• Advanced Settings: Create and manage Sub-Accounts to reflect different teams, departments, or regions. Each sub-account can have its own configurations, allowing for flexible structure and governance across your returns operation

Processing Returns on Behalf of a Customer

When a customer contacts your team to request a return, rather than processing it themselves, you can easily create the return on their behalf using the Request Return feature

Here’s how:

1. Locate the Order

Use the order number provided by the customer to search for their purchase
Click through to view the order details

2. Select the Item(s) to Be Returned

From the order summary:

• Tick the item(s) the customer wants to return

• Specify the quantity being returned

• Choose the appropriate reason for return from the dropdown menu

• If needed, upload supporting images or add additional notes
  Then click Return This Item to create the return request

3. Generate Return Materials

Once the return is submitted, the system will automatically generate the appropriate return options, which may include:

• A return label (available to view, print, or email to the customer)

• A QR code for paperless drop-off

• A map showing the customer’s nearest post office or drop-off point

An email containing all return details will also be sent to the customer automatically

4. Manage the Return Request

Depending on your brand's settings:

• If automatic return processing is enabled, the return will proceed immediately and move to the Returns Booked section

• If manual return approval is required, the request will be held for review
  A member of your team will need to either approve or reject the return based on your return policy or the context provided

5. Track the Return

Once created, the return entry will include full tracking information, allowing your team (and the customer) to monitor the return’s journey from dispatch to delivery at your returns facility

You’ll also be able to view the return status in the appropriate section of the dashboard:

• Returns Booked

• Returns In Transit

• Returns Completed

Summary

This process allows your customer service team to offer a responsive, hands-on returns experience which is ideal for customers who are offline, unfamiliar with the system, or need additional support. It also ensures every return is properly logged, tracked, and managed through the same seamless workflow as self-service returns

Returns in Transit

The Returns in Transit section gives you full visibility over all returns that have been booked and shipped by the customer but not yet received at your return location

What You Can See:

For each return currently in transit, you’ll find:

• Order Number
  The customer’s original order reference for easy tracking

• Return ID
  A unique identifier for the return request

• Customer Information
  Name and contact details of the customer who initiated the return

• Item(s) Being Returned
  Product name, SKU, quantity, and return reason

• Return Method
  Whether it’s a drop-off (e.g. post office) or a courier collection

• Tracking Details

  • Courier name (e.g. Royal Mail, DPD, Evri)

  • Tracking number

  • Current tracking status (e.g. “Collected”, “In Transit”, “Out for Delivery”)

  • Estimated delivery date

  • Tracking link (clickable for real-time updates)

• Label or QR Code Used
  Shows whether the return was processed using a printed label or QR code

• Date Shipped
  The date the customer handed off the return parcel

This section allows your team to proactively monitor return shipments and follow up with customers if any delays or exceptions occur

Returns Completed

The Returns Completed section shows all returns that have been successfully received and marked as completed in the system

What You Can See:

• Return Confirmation Date
  When the return was officially marked as completed

• Order & Return IDs
  Linked to the original order and return request

• Customer & Item Details
  Full overview of the customer and the items returned, including:

  • Quantity

  • Return reason

  • Any uploaded photos or notes

• Delivery Confirmation
  Timestamp of delivery and confirmation from the courier

• Return Outcome
  Whether the return was approved, rejected, or marked for manual review post-delivery

• Refund Status (if integrated)
  Indicates whether the customer has been refunded, partially refunded, or if the return is under review

• Audit Trail
  A full timeline of actions taken on the return—including label creation, approval/rejection, delivery, and refund

These sections work together to provide end-to-end traceability of every return, helping you keep operations running smoothly and customers informed every step of the way