Confirming a Return

How to Handle an Order Return Due to Non-Delivery in Rendr Dashboard

When an order cannot be delivered and needs to be returned, follow these steps to confirm the return and notify the customer:

1. Login to Rendr Dashboard:

• Access your Rendr Dashboard using your credentials.

2. Navigate to the Order:

• Locate the specific order that could not be delivered.
• Click on the order to view its details.
• Here you will see a 'Confirm Return' button

3. Confirm the Return:

Select the “Confirm Return” option to initiate the return confirmation process.
A popup will appear (as shown in the image).

Select the Returned Items Status:
In the “Returned Items” dropdown, choose the appropriate status:

• All order items were returned: If the entire order was returned.
• Only partial items were returned: If only part of the order was returned.
• Items were not returned: If none of the items were returned. 
  • This will create an escalation with Rendr's Delivery Experience team who will be able to assist with investigating the whereabouts of the order.

4. Notify the Customer:

Under "Send notification," decide how you would like to notify the customer.
You can choose to notify via:

• Email: Sends an email notification to the customer.
• SMS: Sends a text message notification.

You can select one or both notification methods by checking the boxes.

5. Confirm the Action:

Once all the information is filled in, click the “Confirm Return” button.
The order will be marked as returned, and the customer will be notified according to your selected preferences.

6. Create a Re-Delivery

If you wish to organise a redelivery, you can seamlessly do so via the Dashboard by pressing 'Create Re-Delivery.

Following these steps ensures that the order return is processed correctly and that the customer is informed of the return status.