How to submit return requests using the Consumer portal

Step 1: Start Return

Access the Consumer portal from your website. 

Enter the relevant Email Address and Order Number and then click Start Return to get started.

Step 2: Select Items and Return Reason

On the Select Items page, select the items being returned.

Once an item is selected, select a return reason using the Why are you returning this item? drop-down menu. Click + Add additional comments to add comments about the item if needed.

Step 2a: Exchange or Return

Depending on the payout methods you offer, either Exchange or Return will be displayed per item after selecting a return reason.

Return

When Return is selected, click Continue to proceed.

Exchange

When Exchange is selected, a similar item to exchange for must be selected. At this time, exchanges can only be completed for the same item in a different size and/or colour.

After the exchange item has been selected, click Continue to proceed.

Step 3: Confirm Return Policy Criteria

After clicking Continue from the Select Items page, the Confirm Return Policy Criteria modal appears. This purpose of this modal is to provide more information about the condition of the items being returned and whether or not they adhere to your return policy.

Check off the applicable boxes and click Continue to proceed.

Step 4: Select a Package & Label-Free Drop-Off Point

The Return Method page will present the 3 nearest ReturnBear Drop-Off Points to the customer's shipping address.

Selecting any of these Drop-Off Points will confirm the preferred Drop-Off location.

To view additional ReturnBear Drop-Off Points, click More Options.

Step 4a: Select a Drop-Off Point

If More Options is clicked, the Select a Drop-Off Point modal appears with a complete list of all ReturnBear Drop-Off Points and a map.

From here you can:

• Browse all Drop-Off Points, select one and click Select Drop-Off Point to proceed to Step 5 OR
• Click Print a label, package & mail my return to proceed to Step 4b

Step 4b: Print a label, package & mail my return

Clicking on Print a label, package & mail my return from the Select a Drop-Off Point modal will bring you to the Select a Return Method screen with the Mail in my items option selected.

From the Return Methods page, you are also able to:

• View the processing times for mail-in returns
• View any shipping costs they may be responsible for, depending on your configuration

Confirm the return method selection to mail-in their return by clicking Continue or switch the return method back to drop-off by clicking the Drop off my items card then Continue.

Step 5: Select Payout Method

All payout methods you offer are listed on the Payout Method page. 

Select the preferred payout method or review how the customer will be paid out and click Continue.

Step 6: Review your return

On the Review page, review the return before submitting it.

From this page, customers can make adjustments to the:

• Return Method
• Payout Method
• Item(s) being returned

After reviewing the return details and made any required adjustments, click Submit Return to submit their return request to you.

A confirmation page is displayed after a return is submitted. Once a return is approved, customers are sent a copy of their QR code or shipping label, depending on their selected return method, via email. Returns that are automatically approved display the QR code or shipping label directly on the confirmation page as well.