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Sales, e-commerce and customers

E-commerce returns and cancellations

Return and cancellation requests open together with the order record; store, warehouse and customer service see the same record, and status is followed with shipment tracking.

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At the returns desk the customer hands over the receipt and the clerk finds the order at a glance. Yetkin brings that single glance to online orders.

Two scenarios

The parcel arrives and is closed on one screen

Pick a scenario and step through it: who does what, and what is on their screen.

Return with a shipping code · E-commerce · the customer ships with a return code

  1. The returns desk scans the parcel’s tracking number; the order and its invoice appear on screen.

  2. Even when the invoice has several items, only the returned one is selected; lines already returned are marked.

  3. The selected item’s photo is on screen; the clerk compares it with the item in hand, checks tag and condition and picks the return reason.

  4. If the item can be sold again, the return is approved. In the same action a return voucher is created in the ERP and the online order moves to returned; if enabled, the refund amount is sent to the platform.

  5. The customer sees the return status on the site they bought from; the refund is made through the platform.

Order return wizard · Step 1
Method
Tracking number
Tracking no
7280 •••• 1934
Order
W-104582
Invoice
found in the ERP
Order return wizard · Step 2
1Knit sweater, beige, M1 pcSelected
2Trousers, black, 381 pc
3Leather belt1 pcAlready returned
Order return wizard · Step 3
  • Photo on file on screen
  • Item received matches
Order return wizard · Step 4
  • Return vouchercreated in the ERP
  • Online order statusreturned
  • Refundsent to the platform
Your online store · Step 5
Order
W-104582
Status
Returned
Refund
Started

Return without a code · Footwear · parcel collected by the brand

  1. The parcel comes without a customer-specific code, through the brand’s own collection or under a single return shipping code. It is found by order number or by scanning the QR code on the invoice.

  2. The invoice has three items; the returned trainers are selected.

  3. The clerk compares the boxed pair with the photo on screen; tagged and in a sound box, it can be sold again, and the reason is picked.

  4. Return voucher, online return status and refund in one action; ERP and platform are not updated one by one.

Order return wizard · Step 1
Method
Order no + date
Order
W-104611
Invoice
found in the ERP
Order return wizard · Step 2
1Trainers, white, 411 pairSelected
2Socks, 3-pack1 pack
3Shoe care spray1 pc
Order return wizard · Step 3
Size did not fit

Tagged, box intact; fit for resale.

Complete the return
Order return wizard · Step 4
  • Return vouchercreated in the ERP
  • Online order statusreturned
  • Refundsent to the platform

Illustrative screens with sample data.

How it works

Step by step

  1. The order is foundBy scanning the returned parcel’s tracking number; without a customer-specific code, by order number or the QR code on the invoice.
  2. The item is selected and checkedOn a multi-item invoice the returned line is selected; the product photo on screen is compared with the item in hand and the reason is picked.
  3. Closed in one actionA return voucher in the ERP, the returned status on the online store and, if enabled, the refund, all in the same action.
  4. It stays on recordReturned lines stay marked on the invoice; the return is followed from the same screen.
What you gain

For your teams

  • A returned parcel is linked straight to its order by tracking number, or by order number when there is no code
  • Return voucher, online return status and refund on one screen; ERP and platform are not updated one by one
  • The product photo is on screen, so a wrong item is caught at the desk

Related page: See the solution page

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Let’s look at this through your own business.

We’ll walk through this flow using your own stores, roles and systems.

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