Series Wrap: Plug Into Better Shipping

We've now completed our series of blogs dedicated to exploring the intricacies of our Magento extension. The blogs individually are excellent for picking up tips and tricks, however together they form an excellent body of knowledge for anyone using Temando as a part of their Magento store. As such, it seems appropriate to have a quick run-down of what we covered off in the series.

1: Choosing a Plan
In our first post we ran through the features and benefits of our various plans to outline exactly what you get at each level.

2: The Basics
Our second entry explains the ins and outs of setting up your Temando profile and account and linking these to your Magento extension.

3: Packaging Configuration
Next we went through choosing your packaging and saving the details in the system
to benefit from our packaging logic.

4: Multiple Location Management
This entry went through the steps involved in configuring multiple shipping locations within your Temando extension.

5: Rules
The ability to create smart cart and fulfilment based rules is one of the biggest strengths of our Magento shipping extension. Our fifth post went through setting up basic rules.

6: More Rules
You guessed it. As a follow on from the previous post we went and had a look at some more advanced rules you can use to add real value and personalisation to your processes.

7: Value Adding for the Social Conscious
This post explains our partnerships with The Gaia Partnership and The Footprints Network and how you can enable carbon offsetting and micro-donation options within your shopping cart.

8: Click & Collect
In part 8 we took a look at the Temando Click & Collect module and the benefits that businesses can gain by offering this approach.

9: Click & Collect Configuration
In part 9 we delved deeper into Click & Collect, specifically how to set up zones and locations.

10: Getting Orders Out the Door
Our tenth post outlines how to manage orders when they come in. Included in the post is information on booking orders and manifesting.

11: Pick Pack and Label
This post follows on from the tenth entry and goes into more detail on pick slips and consignment labels within your Temando Magento extension.

12: Managing Returns
Last but not least, we had a look at how you can manage returns effectively to boost shoppers' confidence in your business and provide an optimised customer experience.

That's it. A comprehensive run through everything you need to know to get the most out of your Temando Magento extension. As always, if you require more detail on any of these points or wish to discuss your account, please get in touch with our team.

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Plug Into Better Shipping Series Part 12: Managing Returns

Not all purchases work out. Things don’t fit, they arrive broken and sometimes the wrong product arrives. That’s a reality of retail. These aren’t issues unique to the online channel by any stretch, however the way in which returns are managed is, by its nature, a very different beast for online businesses. The inflexibility of traditional online retailers forcing customers to ship products back to companies is always going to end in a bad customer experience. It’s expensive, it’s inconvenient and it takes a whole lot longer to get the product you actually want. Returns doesn't have to be a pain point. In fact, 82% of consumers say they are more likely to complete a checkout if a business has a frictionless returns process.

With the Temando Returns Module for Magento, you’re able to remove the friction from a historically poor customer experience and turn it into an aspect of your business that is not only functional, but can also add significant value to your business. This blog post is going to run through everything you need to know about the returns module to ensure you’re making the most out of it.

*This blog post is an educational entry about the Temando Returns Module for Magento. This module is only available for customers on the Business plan. To find out more about returns and upgrading your subscription, contact our Solutions Team.

This post will cover off two main points:

• The customer experience
• How to administrate returns

The Customer Experience:

It’s always important to know what your customers have to go through for any business process. Here is no different. The returns journey for a customer is very straightforward.

The process begins in one of two ways. If the customer has a log in, they will be able to view their previous orders, select the relevant one and click the return option within the order view:

If not logged in, a customer can click the ‘Orders and Returns’ link at the bottom of your website and search for the order manually using their order reference number.

Once the customer has located their order, the process is the same. Now the customer needs to fill in a Return Request form. This outlines which items need to be returned, the quantities and the reason why. It also allows for additional comments if required.

After the request has been submitted, the customer needs to await the approval of their request. Once approved, a courier will be booked to collect the item and the customer will receive an email with a consignment label to attach to the package. After the product has been returned and assessed the customer will receive the requested refund or exchange.

How to administrate returns:

To process returns, log into your Magento dashboard and under Sales > RMA, select Manage RMA.

Now you will be presented with a grid of return order requests. Click any of the orders to see more about the request. On the navigation bar on the right of the page, select ‘RMA Items’. This will display the item the customer wishes to return and the resolution that they are after. To decline the return, simply select ‘Decline’ from the status dropdown menu. To approve the order, enter the no. of ‘Requested Qty’ into the ‘Authorised Qty’ field and change the status dropdown to Approved. Then click save.

Once saved, you will see a confirmation in green at the top of the page.

In the Temando tab, enter the Manage Returns option. You should now see the order in this grid with the status ‘pending’. Clicking on the order will take you into the booking view, identical to the one you would see when managing shipments. The difference here is that the pick-up address should be listed as the customer address. At the bottom of the page you will be able to view quotes for the shipment and book your preferred option. Once booked, your customer will receive an email with the consignment label to attach to the item and to wait for the carrier to collect it.

It’s that easy. Hopefully this post has been useful in demonstrating both the benefits and the practicality behind the Temando returns module. Enabling easy returns for your customers goes a long way to providing an excellent customer experience as it takes a process that is so often a nightmare and turns it into something that gives your customers confidence in your brand.

If you’d like more information about the Temando returns module please get in touch with our Solutions team

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