Managing self-ship returns involves updating the status of customer and courier returns on the seller portal. For customer returns, sellers can update the status of tech visits, approve or reject returns, and track pickup status. For courier returns, sellers can acknowledge delivered returns and cancel returns. All return statuses and activities are tracked on the self-ship returns dashboard for visibility of the complete return lifecycle.

1. Self Ship Returns
Learn how to manage Returns for Self Ship orders

2. In this presentation, we will take you through:
●How to manage your Self Ship Returns on seller
portal
●Updating Tech Visits for Customer Returns
●Tracking Courier and approved Customer Returns
●Managing Completed Returns
Learning Objectives

3. Managing Returns on the Self Ship Returns Dashboard

4. Accessing the Self Ship Returns dashboard
Step 1:
Login to your seller
account.
Step 2:
Select the Returns tab and
click Self Ship Returns from
the drop down menu.

5. Updating Tech Visits for Customer Returns
Step 3:
Select Return Request sub
tab to find all returns
requested by customer .
Step 4:
Click on Update Tech Visit.
These orders are Customer
Returns and you will have to
decide on whether to accept
or reject a return with or
without a tech visit.
Please remember to update
the Tech Visit details by the
given Update Tech Visit by
date.
Once you select Update Tech Visit, the Update Tech Visit card opens up as
shown in the next slide.
You can understand why a
particular order has been
cancelled in this section - Reason -
which also tells you the
customer’s response.

6. Updating Tech Visit - Card 1
If a Tech Visit has already been completed, you can
approve or reject the Return Request based on the
results of the Tech Visit in the following manner.
Step 5:
Select the type of resolution.
Step 6:
Fill in the Date of Tech visit.
Step 7:
Select the Status of Return - your decision to
approve or reject it.
If the issue is resolved with a Tech Visit, you
will have to reject the return.
Step 8:
Click on Done.

7. Rescheduling Tech Visit - Card 2
Step 5:
Select the type of
resolution.
Step 6:
Fill in the Tech Visit
Attempt Date.
Step 7:
Select the Reason for failed Tech
Visit.
Failed Tech Visits can occur due to
the following reasons:
● Customer Unavailable
● Customer Rescheduled
● Partially resolved
● Others
Step 8:
Fill in the Next Tech
Visit Date.
Step 9:
Click on Done.
You will have to reschedule the Tech Visit in case the first Tech
Visit attempt has failed.

8. Approving Returns without Tech Visit - Card 3
You will have to approve the Return Request in case you are
not conducting a Tech Visit.
Step 5:
Select the type of
resolution.
If you select Without Tech
Visit, the Return is
automatically approved.
Step 9:
Click on Done.

9. Tracking Courier Returns and Approved Customer Returns

10. Tracking Self Ship Returns
Step 1:
Select the In Progress sub tab.
Here you can view all the Customer Returns that have been approved
by you. You can view your Courier Returns too.
You can filter your
Returns by Customer or
Courier ones using these
filters.

11. Updating Pick Up Status for Customer Returns
Step 2 (a):
Click here to
update the date
once the return
product is picked
up from Customer
.
Please remember
to complete the
Return process by
the Complete
Return by date.
Step 2 (b):
Click here to update the
date in case the
scheduled pickup has
failed and you are
arranging a pickup
reattempt.

12. Step 3 (a):
If you select Reverse Pickup, this card opens up.
Enter the Reverse Pickup Date and your Comments, if
any, and click on Done.
Step 3 (b):
If you select Reverse Pickup attempt, this card opens up.
Enter the revised Reverse Pickup Date, the Reason why
the pickup could not be completed and click on Done.
Updating Pick Up Status for Customer Returns

13. Handling Courier Returns
Step 1:
Select the In Progress sub
tab.
Step 2 (a):
Click here to
Acknowledge
once the
returned product
is reached you.
Step 2 (b):
In case you have missed out on marking Delivered for any order
and the customer requests for a cancellation post-delivery, you
will be required to Cancel those returns and mark them as
delivered by selecting this Return Cancel option.

14. Acknowledging Courier and Customer Returns
This card will pop up once you click on Return Acknowledgement button.
Step 3 (a):
Fill in the Return
Acknowledgement Date.
Step 4 (a):
Click on Done.

15. Cancelling Courier Returns
Step 3 (b):
Fill in the Order Delivery
Date, and select the
confirmation for the
product reaching the
customer.
Step 4 (b):
Click on Done.
This card will pop up once you click on the Return Cancel button.

16. Completed Returns
Step 1:
Select the Completed sub
tab to view your Completed
Returns.
Step 2:
You can also
sort your
Returns using
the various
filters
available.

17. Thank You