Customer Return Status Page

The return status page is a live, self-serve page providing real-time updates, reducing "Where is my return?" (WISMR) inquiries and building customer trust.

What is the Return Status Page?

The Return Status Page is a customer-facing portal where your shoppers can track every step of their return process. It's the final page of the return request flow and is also linked in key return notification emails, ensuring your customers are always informed.

This page empowers your customers with detailed information, providing a seamless and transparent post-purchase experience.

Key Features for Your Customers

Here’s a breakdown of what your customers can see and do on the new status page:

1. Real-Time Status Tracking

Customers can instantly see the current status of their return. The primary statuses include:

• Pending Approval: The return has been submitted but did not meet the return policy criteria and requires approval
• Awaiting Return: The return has been approved, and we are waiting for the customer to drop off the items.
• Verified: The returned items have been received and inspected at a return point or hub
• Completed: The return has been fully processed, and the applicable payout has been triggered

2. Flexible Return Method Changes

If a return is in the Awaiting Return status, customers have the option to change their return method directly from the status page. For example, they can switch from a mail-in return to an in-person drop-off if it's more convenient.

3. Item-Level Verification Details

Once a return is Verified, the page updates to show the condition of each item received. This transparency is crucial for managing customer expectations, especially in the case of items not received or received damaged which impact payout.

• Received Like New

• Received Damaged

• Not Received

4. Transparent Financial Summary

If your customers use the ReturnBear RMA portal to request their returns, the status page includes a clear financial breakdown once the return is completed. Customers can see:

• The subtotal of returned items

• Any applicable fees (e.g., shipping or restocking fees).

• The final refund or credit amount.

How You Can Use This Page

To help your support team assist customers effectively, you can view the exact same page your customer sees.

To access the page:

1. Navigate to the specific return in the Admin.

2. On the return details page, click the "Customer Status Page" link.

This allows you to see the return's progress from your customer's perspective, making it easier to answer questions and troubleshoot any issues.