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 two ways to do so.

To look up orders on Orderback:

  1. Go to https://xyz.orderback.io, where xyz is your Base URL.
  2. To pull up all orders associated with a specific email, enter it into the Email address field and click Login.

    1. An email with a one-time security code will be delivered to the email address. Entering the security code on the Orderback page will let you see and manage your currently open orders on the Orders and Returns Portal. The email you receive will be based on the first template on the Email Templates page.
  3. Alternatively, you can click Use order number and zip code, then enter the Order # and the Zip Code of the shipping address and click Login to pull up only one specific order. No security code is required in this case.
As an Orderback administrator, you can control which of the above options are available with the Hide email order search options setting on the General Settings page. This setting hides the Email address option so that customers can only look up orders by order number and zip code. For example, this can be useful if you usually deal with Amazon customers, as they can’t use the email options to check for orders.

Order Management

The following information is available to the customer once they look up orders:

  • Order Placed – The date when the order was placed.
  • Order # – The order number from Sellercloud.
  • Total – The total amount the customer paid.
  • Shipping – Shows the order’s Shipping Status.
  • Balance – The amount remaining to be paid on the order.

These actions are available for each order:

  • Return Items – Initiate a return for the order.
  • Order Again – Start creating a new order with the same items.
  • View Invoice – Show the invoice.
  • Pay Now  – Creates a Waytopay.me link, which allows them to pay for the order. Only unpaid orders have this option.

As an Orderback administrator, you can hide the 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 on 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 or not by updating the Offer returns and Offer exchanges settings on the General Settings page.

Refund or Replacement

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

  1. Click the Return Items button next to an order.
  2. Check the box next to each item you want to return.
  3. Specify the Quantity, the Reason for the return, and any additional Details, and click Continue.
  4. Choose the resolution – Refund or Replace. Orderback sets the resolution in Sellercloud, and depending on Sellercloud settings, it can also create a replacement order in Sellercloud.

    The Client Setting Enable RMA Replacement Order Workflow must be enabled in Sellercloud.
  5. Click Continue.
  6. Click Finish to submit the request.

    1. 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. 
    2. 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.
  7. Click the Print Label button to print the return label.
  8. The Orderback RMA Details page with return instructions and shipping labels appears. 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.

    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 upon completion.

  9. The original order will still appear 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 as a customer:

  1. Click the Return Items button next to an order including a Variation Product.
  2. Check the box next to each item you want to return.
  3. Specify the Quantity, the Reason for the return, and any additional Details, and click Continue.
  4. Set the resolution to Exchange. Orderback sets the resolution in Sellercloud and, depending on Sellercloud settings, can also create the exchange order in Sellercloud.
  5. Select the new variation.
  6. Click Continue at the bottom of the page.
  7. Click Finish 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. 
  8. Click the Print Label button to print the return label.
  9. The Orderback RMA Details page with return instructions and shipping labels appears. 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.

    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 upon completion.

  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.

Order Creation

If your customers choose to look up their orders by Email address, they can create a new order from the Orders and Returns Portal.

As an Orderback administrator, you can control if the customer can create a new order on the Orders and Returns Portal with the Enable create new order page setting on the General Settings page.

To create a new order as a customer:

  1. Do the Email address order lookup as described in the section above.
  2. Select New Order on the left.
  3. Click Add items.
  4. Type the Sellercloud SKU of the item you want to buy and click Add when the item appears.
  5. Click Continue.
  6. Enter your Ship To details. If you have an address in the Address Book, you can click Use Address to automatically populate the Ship To fields.
  7. Click Continue.
  8. Click Create Order.

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