Overview
The Returns page lets you manage return requests from multiple marketplaces. It includes tools to approve or reject returns and filters to customize the displayed information.
Tiles
Tiles are located at the top of the page and provide key return insights, including:
- Total Sales vs. Total Returns: Displays total sales and returns, along with the return rate as a percentage for period-over-period (PoP) comparison.
- Total Returns by Marketplace: Visualizes total returns across marketplaces using a pie chart.
- Top Return Reasons: Highlights the top four return reasons in a bar chart.
- Total Claims by Status: Shows the total number of submitted and open return claims.
*Click "More Options" ( ⋮ ) to adjust the date range for certain tiles.
Filters
Use the Quick Filter or Smart Filter to refine the data displayed in the grid.
Quick Filter
Located at the top-left of the grid as two dropdown menus, this filter allows you to narrow results by:
- Claim Status: Filters returns based on their current status.
- Marketplace: Filters returns by the platform where the original sale occurred.
Smart Filter
Located at the top-right of the grid as a filter icon (), this filter allows you to refine the data based on specific fields used in the grid.
- Click the "+" to add filters.
- Select the desired field from the dropdown menu.
- Apply specific conditions (e.g., "is," "is not," etc.).
- enter criteria to use with filter
Notes on Smart Filters:
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- The first two filters (Claim Status and Marketplace) are Quick Filters and cannot be modified.
- To remove filters, click the "-" icon.
- Use Clear all to remove all configured filters except the Quick Filters.
- Use the all/any dropdown to apply conditions.
- Save as preset... allows you to store the current filter list as a "Smart Filter Preset." You can name the preset and later select it from the filter drawer by clicking the Select Smart Filter Preset dropdown menu located in the top right corner of the smart filter screen.
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Refer to Table 1.0 - Grid Field Descriptions below for more information about filters.
Grid
View a list of submitted return claims and their details (grid scrolls up/down/left/right depending on data available)
Configure Grid Columns
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Configure which columns to display by clicking the gear icon (
).
- Rearrange columns by dragging and moving them around the grid.
- Resize columns by clicking and dragging the lines between them.
- Sort columns by clicking the column title once for ascending and a second time for descending.
- Select rows by hovering over the row number and clicking the checkbox that appears, selecting multiple rows as needed.
- Select all rows displayed in the grid by clicking the checkbox in the top left corner of the grid.
- Search the list of columns available
- Save preset... allows you to store the current column list as a "Column Preset." You can name the preset and later select it from the column filter screen by clicking the Column Preset dropdown menu located in the top left corner of the column list screen.
View Claim Details
To view details for a specific claim, click the Claim ID in the Returns grid. The following information will be available:
- Claim Detail: Displays key claim information, including status, initiation date, customer details, and order data.
- Product Records: Lists products associated with the claim.
- Claim Summary: Provides a financial overview of the return claim.
Navigation Tips:
- Scroll horizontally within the grid to view additional details.
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Click the action icon (⋮) next to each item in the grid for further options.
Multi Marketplace Ingestion (MMi / Import Returns / Create)
MMi is used to import orders, customer, product and return data from other marketplaces that are not natively supported by ReturnPro. This is so you can still send your products to our facilities to process returns for supply chain and value added services. More information for MMI can be found here:
https://help.returnpro.com/hc/en-us/articles/34577444760717-MMi-Multi-Marketplace-Ingestion
Refer to Table 1.0 – Grid Field Descriptions below for more information about these columns.
| Table 1.0 - Grid Field Descriptions | |
| Field | Description |
| Approval mode | Method that returns are approved, either automatically or manually. |
| Claim ID | Unique identifier for a return claim generated by ReturnPro. Clicking this number will display a side panel with claim details, product records, and a claim summary. |
| Claim status |
Status of a return claim. Statuses include: Pending: Assigned when a claim is initiated. status remains pending until the returned item reaches its final destination or if the item is kept by the shopper. Action Required: Indicates that further action is needed by either the seller or shopper to complete the claim handling. Closed / Completed: Assigned after the return reaches its final destination and all steps related to the claim are completed. |
| Closed date | Date when the return handling was completed or closed. |
| Created by | User or system that initiated the return claim. |
| Created date | Date when the return claim was created. |
| Customer | Individual who purchased the product and/or initiated the return. |
| Customer email | Customer's email address associated with the return. |
| Decision | Actions taken for the units in the claim, such as Approved, Rejected, or cases where multiple decisions were applied. |
| Disposition | Final outcome for a returned product as determined by ReturnPro rules, with possible values including ReCommerce, Recycle, Donation, or Return to Seller. |
| Exchange | Item that a returned unit is replaced with during the return handling. |
| Exchange order ID | Unique identifier assigned to the order created for the exchanged item. |
| Exchange price | Sale price of a new item, excluding tax. |
| Exchange status | Current stage of the exchange handling which can include Exchange Pending, Exchange Fulfilled, or Exchange Shipped. |
| Exchange tax | Tax applied to a new item during an exchange. |
| Exchange taxes | Tax applied to a new item during an exchange. |
| Financial impact | Final financial outcome for the seller after ReturnPro's involvement, reflecting the total gain or loss from the item, including all aspects such as ReCommerce and other related factors. |
| Gross recovery % | Percentage of recovery from ReCommerce per unit, calculated as the ReCommerce price divided by the original sales price, adjusted for any refunded amount. Formula: (ReCommerce sales price - Refunded amount) / Original sales price. |
| Gross recovery $ | Amount recovered from the ReCommerce sales price, calculated as the ReCommerce sales price minus the refunded amount. |
| Initiation date | Date when the customer first initiated the return handling. |
| Inspect/grade fee | Fee charged for inspecting or grading the returned item. |
| Marketplace | Platform where the original sale of the product occurred. |
| Marketplace RMA # | Unique Return Merchandise Authorization number assigned by Walmart Seller Center for marketplace returns, with a direct link to Walmart Seller Center. |
| Net recovery $ |
Amount recovered from the ReCommerce sale after deducting all associated fees. If a refund occurs after resale, the calculation is: ReCommerce sales price - Refunded amount - ReCommerce return shipping and handling fees. |
| Order amount | Total paid prices for all items included in the order. |
| Order ID | IUnique identifier assigned to a sold unit. |
| Photo | Image provided by the customer, typically as proof of product condition for a return. |
| Production status | Current status of a returned unit at a ReturnPro facility which can include stages such as Received, In Progress, Completed, or Lost/Damaged. |
| Qty | Number of units of the same SKU in a single order, either purchased or returned. |
| Receive fee | Fee charged for receiving and handling the returned item. |
| ReCommerce marketplace commission | Fee charged by the marketplace (Walmart, Shopify, Amazon, etc...) when an item is resold. This represents the amount the marketplace deducts to facilitate the sale of the item. |
| ReCommerce return pro commission | Commission charged for handling and managing the resale of the returned product. |
| ReCommerce sale price | Price at which an item was sold on a ReCommerce marketplace, excluding tax. full ReCommerce price is the sum of the ReCommerce sale price and the ReCommerce tax. |
| ReCommerce sale tax | Tax applied to the resale of the returned item on the ReCommerce platform. |
| Refund / Refunded amount / Refund amount | Total amount refunded for each item, which includes the item's price plus any applicable tax. |
| Refund status |
Current stage in the refund handling which is particularly relevant when the refund is issued to the original payment method, which may require additional time. If the return option is set to refund, the possible statuses are: Approved: refund request has been accepted and will be processed. In Process: refund is being handled and is in progress. Rejected: refund request has been denied. |
| Return method |
Available shipping options for returning an item at the unit level, as set up by the seller. These options include: Keep It: shopper retains the item without returning it. Sent to Seller: item is returned directly to the seller. Sent to ReturnPro Facility: item is sent to a designated ReturnPro facility. Sent to Vendor: item is returned to the vendor. |
| Return option |
Different methods available for shoppers to choose from when handlinging a return. Options include: Refund to Original Payment Method: Refund the purchase amount using the original payment method. Refund with Store Credit: Issue a refund in the form of store credit instead of a cash refund. Same Item Exchange: Exchange the returned item for the same item. Different Item Exchange: Exchange the returned item for a different item. Keep It with Refund: Allow the shopper to keep the item and receive a refund. Keep It with Partial Refund: Allow the shopper to keep the item and receive a partial refund. |
| Return reason | Specific explanation or categorization provided by the shopper for why they are requesting a product return. |
| Return shipment status | Current state of the product's return shipping handling. |
| Return shipment tracking | Tracking information associated with the returned product's shipment. |
| Return shipping cost | Expense associated with shipping the item from the shopper to a ReturnPro facility. If the seller uses their own carriers, the cost is estimated from the Transportation Management System (TMS). If the seller uses ReturnPro carriers, the cost is taken from the billing records. |
| Return shipping fee | Charge for shipping the item back from the shopper to the ReturnPro facility. |
| Sale price | Original price at which a unit is sold on a marketplace, excluding taxes. |
| Sanitize / repackage fee | Fee charged for sanitizing or repackaging the returned item before resale. |
| Shopper's note | Message or comment provided by the customer related to the return or exchange. |
| SKU | Unique identifier assigned to each individual product or item within a seller's inventory. |
| Status reason | Justification or explanation for the current return status. |
| Storage fee | Fee charged for storing the returned item if it isn't immediately processed. |
| Tax | Original tax applied to the purchase order. |
| Title | Name or description of the product being returned. |
| Variant | Specific version of the product, such as a particular size or color. |
DOC3888.2
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