Orderback: Orders and Returns Portal

Overview

Sellercloud’s Orderback application allows customers to independently initiate, manage, and process returns of purchased items without direct assistance from a customer service representative. It provides the end user with tools to request refunds, replacements, or exchanges, generate return labels, and track return shipments.

The Orders and Returns Portal is accessible at https://xyz.orderback.io/Order, where xyz is your Base URL. It provides a quick and user-friendly way for your customers to do the following: 

  • View a list of all their open orders.
  • See orders payment and shipping statuses.
  • Pay for any unpaid orders through Waytopay.me.
  • Request refunds, exchanges, or replacements.
  • Place new orders.
You can control which features are available from the Orderback Admin Portal. Go to the General Settings page and access the Workflow Options panel to view and configure all related settings.

Order Lookup

For your customers, the first step upon landing on the Orders and Returns Portal is to look up their orders. By default, there are three ways to do so. They can do it using:

  • Email only – Searching via this option will generate a list of all open orders in Sellercloud associated with the given customer email.
  • Email and Order Number – This option will pull one specific order.
  • Order Number and Zip Code – This option can be used to pull a specific order if the order source does not track customer emails.

As an Orderback administrator, you can control which options are available with the Hide email order search options setting on the General Settings page. When enabled, it hides the Email only and Email and Order Number options.

If the customer chooses the Email only option, they will see the screen below and receive an email containing a link. This link grants access to view and manage their open orders in the Orders and Returns Portal. The email they receive will be formatted based on the first template of the Email Templates page configured in the Orderback Admin portal.

If the customer searches via Email and Order Number or Order Number and Zip Code, the page will refresh and display the matching order, with access to the options listed in the Order Management section of this article.


Order Management

The following actions are available to the customer once they look up orders:

  • View Invoice – Opens a new tab with a PDF of the Order Invoice. The packing slip will have the same format configured in the Invoice Settings of Sellercloud.
  • Payment Status – Shows the order’s Payment Status.
  • Make a payment – Generates a Waytopay.me link and opens it into a new tab, allowing the customer to make a payment immediately.
  • Shipping Status – Shows the order’s Shipping Status.

As an Orderback administrator, you can hide the payment status and Pay Now link by updating the Display payment status and WayToPay.me link setting on the General Settings page.

Initiate Returns 

Customers can also initiate RMAs from the Orders and Returns Portal. While creating the RMA, they can choose if they want a refund or a replacement. If the customer wants to return a Variation Product, they will also see the option to exchange it for another variation.

As an Orderback administrator, you can control whether the customer can request returns and exchanges by updating the Offer returns and Offer exchanges settings on the Admin Portal’s General Settings page.

Refund or Replacement

To initiate an RMA and request a refund or a replacement, the customer would:

  1. Check the box next to an item to select it. They can select multiple SKUs.
  2. Specify the Quantity, the Reason for the return, and any additional Details.
  3. Click Continue.
  4. Choose the resolution – Refund or Replace. Orderback sets the Resolution in Sellercloud, and based on the value of the Auto create replacement order when setting resolution to Replace Client Setting, it can also create a replacement order automatically.

    The Client Setting Enable RMA Replacement Order Workflow must be enabled in Sellercloud.
  5. Click Continue.
  6. Click Process to submit the request.
    1. If the order is not shipped: An RMA will not be created since the items are not being returned to your warehouse. The Order Status will change to  On Hold, and the Order Notes on the Order Details Page in Sellercloud will display the details about the customer’s request. 
    2. If the order is shipped:  An RMA will be created automatically. The Order Notes on the Order Details Page in Sellercloud will display the details about the customer’s request. 
  7. Next, the Orderback RMA Details page will load, displaying return instructions and shipping labels. The customer can click the Print button to print the page. They will also receive an email confirmation based on the second template on the Email Templates page configured in the Admin Portal.

    If the Require approval before shipping RMA setting is enabled on the General Settings page, the shipping labels will only be available after you approve the RMA on the RMA Dashboard. If the setting is disabled, a label will be generated automatically based on your pre-defined Shipping Rules.

  8. The original order will still be available on the Orders and Returns Portal.
    1. If the order was shipped before the customer requested the RMA, they’ll see that a return has been requested and can click View Details to go to the RMA Details page.
    2. If the order was not shipped before the customer requested the RMA, they’ll see it was placed on hold and will not be shipped.

Exchange

To create an RMA and request an exchange for another product variation, the customer would:

  1. Check the box next to an item to select it. They can select multiple items.
  2. Specify the Quantity, the Reason for the return, and any additional Details.
  3. Click Continue.
  4. Set the resolution to Exchange. Orderback sets the Resolution in Sellercloud, and depending on Sellercloud settings, it can also create the exchange order in Sellercloud.
  5. Select the new variation.
  6. Click Select Exchange.
  7. Click Continue at the bottom of the page.
  8. Click Process to submit the request.
    1. If the order has already been shipped:  An RMA will be created automatically. Notes of the General type will be created on the Order Details Page in Sellercloud to provide details about the customer’s request.
    2. If the order has not been shipped yet: An RMA will not be created since the items are not being returned to your warehouse. The order’s Order Status will be set to On Hold, and Notes of the General type will be created on the Order Details Page in Sellercloud to provide details about the customer’s request. 
  9. Next, the Orderback RMA Details page will load, displaying return instructions and shipping labels. The customer can click the Print button to print the page. They will also receive an email confirmation based on the second template on the Email Templates page configured in the Admin Portal.

    If the Require approval before shipping RMA setting is enabled on the General Settings page, the shipping labels will only be available after you approve the RMA on the RMA Dashboard. If the setting is disabled, a label will be generated automatically based on your pre-defined Shipping Rules.

  10. The original order will still appear on the Orders and Returns Portal.
    1. If the order was shipped when the customer requested the RMA, they’ll see that a return has been requested and can click View Details to go to the RMA Details page.
    2. If the order was not shipped when the customer requested the RMA, they’ll see it was placed on hold and will not be shipped.

Adjust Return Quantity

If an order already has an associated return, the customer can edit the quantity on the RMA:

  1. Open the order in the Orders and Returns Portal.
  2. Click the checkbox to select a SKU. This will work for items that already have part of their quantity added to return and for SKUs that are not included.
  3. Fill in:
    1. Additional Qty – For items that already have a quantity added to RMA.
    2. Qty – For a product that is part of the order but was not included in the original return request.
  4. Specify the Reason and Details and click Continue.
  5. On the next page, select Refund or Replace and click Proceed. The adjusted SKUs and quantities will be added to the original request and reflected on the RMA Details page.

Order Creation

If your customers look up their orders with the Email only option, they can create a new order from the Orders and Returns Portal.

As an Orderback administrator, you can control whether the customer can create a new order with the Enable create new order page setting on the General Settings page.

To create a new order, a customer will:

  1. Look up orders via Email only, as described in the section above.
  2. Click the link in the confirmation email.
  3. Press the New Order button at the bottom right of the linked page.
  4. Enter an order number into the Order Reference ID field and enter your Ship To details. The Order Reference ID will populate the Channel Order Number field on the Order Details Page, and an internal Sellercloud Order # will be generated by the system.
  5. Type the Sellercloud SKU of the item they want to purchase and specify the Quantity.
    1. Add Item – allows the customer to add more SKUs to the order.
  6. Click Create Order.

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