Returns with Cofinal

Returns are part of running a webshop. Here is how we handle them, and what they require of you.

Returns portal

Give your customers access to Shopify's returns portal. Your customers can log in without a password and see all their orders from your webshop. There they can cancel orders, or request a return of items they have received.

Shopify's guide to the returns portal

Return label

Once a return request is approved, you transfer the return label file to the customer in your dashboard. The file contains a QR code the customer shows at a parcel shop.

Step by step

  1. Your customer requests a return in your webshop.
  2. You accept or decline the request.
  3. The customer receives a return label with a QR code.
  4. We receive and quality-check the item no later than one weekday after arrival.
  5. You decide in Shopify whether the customer is refunded.

1. Return request

Your customer wants to return an item. They visit your webshop and log in with their email. Then they find their order in the overview, choose which items to return, and provide a reason.

2. Accept or decline

  • Accept, if the customer has followed your returns policy.
  • Decline, if not. It protects your revenue, but your customer will likely be unhappy.

Contact the customer if needed.

3. The return shipment

You have accepted the return request. Now transfer the return label, tracking number and carrier through the dashboard. Your customer receives an email with the details. Your customer packs the items in the packaging the order arrived in, or something equivalent that protects the items well enough. Then they go to a parcel shop and show the QR code they were sent.

4. Receiving and quality control

The return shipment arrives at the warehouse, and receiving and quality control are completed no later than one weekday after arrival. The sales packaging is opened, and the item is checked for faults and defects. The item's condition is assessed, and the item is put back as ready for sale or damaged.

5. Final decision

Depending on the item's condition and your returns policy, you now choose whether the customer is refunded. This is done in Shopify.

What counts as a return?

All parcels that come back to the warehouse after a dispatch are handled as returns. That includes parcels your customer never collects, parcels refused on delivery, and parcels that come back because of an invalid address. They are handled and invoiced the same way as other returns.