B2C Returns Processing

Modified on Thu, 22 Dec, 2022 at 5:52 PM

Overview

A return order cannot be processed in the Assure system if the forward order has not been dispatched via the Assure System. For all such return orders, please receive them in your ERP and then Stock Transfer to Assure.

Marketplaces Return Integration Issues

Marketplace	Returns Integrated?	Issues
Flipkart	Yes	Their AWB on packet vs. what we get in return order no. changes. All return orders also don’t come in because Flipkart APIs to fetch return orders have not evolved.
Myntra	Yes	All return orders also don’t come in, because Myntra does not push around 5% orders.
Snapdeal	Yes	All return orders also don’t come in because Snapdeal APIs to fetch return orders have not evolved.
Amazon SmartConnect	Yes	All return orders also don’t come in because Amazon does not push around 20% of orders.
PayTM	Yes	The return APIs run well, but still, there are few orders which don’t come via their APIs
Amazon MWS	No	Returns APIs are not available
Limeroad	No	Limeroad does not have APIs to fetch returns as per our last API review
Nykaa / Nykaa Fashion	Yes	Return APIs have just launched. They are still in the Pilot phase. 10% returns don't come via their APIs.
TataCliq	Yes	Return APIs have just launched. They are still in the Pilot phase. 10% returns don't come via their APIs.
CloudTail	No	CloudTail is B2B2C. All returns directly go back to the CloudTail warehouse
FirstCry	Yes	Returns APIs are available but still some orders don't flow via Return APIs.
Olabi	No	This marketplace is used to fulfil store replenishment orders. So, this is a B2B marketplace.
Ajio Dropship	Yes	This works 100% correctly. Occasionally we have seen these APIs break from AJIO's side.
Brand Portal (Shopify)	No	There is no return flow available on the Shopify platform itself.
Brand Portal (Assure Magic)	Yes	Brand portals can push return orders via Assure Magic APIs. But we’ve seen issues happening from the brand’s portals.

B2C Returns Process

The following table gives you guidance on how to process B2C Return Orders. Please follow these steps in order to process the returns where Returns Expectations have not flown from Marketplace to WMS but return packets are physically received at Warehouse.

If Return expectation has not flown from Marketplace but Returns are physically received at the warehouse, in this case, the Operations team can process the Returns using Item ID based return processing. Please read Item Based Return Processing document for complete process flow.
In case of Item ID is not available on received return packets try processing the returns using Forward Parent/Channel Order ID or Invoice ID by Search Return Order By Extra Parameters option in Return Order Processing Screen.
Return Expectations takes sometime to flow from Marketplace Return APIs to WMS system after Return Expectations are created on Marketplace panel. Please wait for 3-4 days for Return expectations to flow to system and retry processing the returns using the usual process of Return Order Processing in WMS.
If Returns cannot be processed using Item ID or Forward Order details then return orders data can be downloaded from Marketplace panel and can be uploaded manually in CIMS Return Order Upload Screen. Once returns are manually uploaded in CIMS they can be processed in WMS with the usual process.
- Please read Return Order Upload article which will guide you on how to upload Return Orders in CIMS.
- Please read Channel Wise Return Order Processing article which will guide you on how to process Marketplace wise return orders in Warehouse.

Marketplace	Process
Flipkart	Manual Return Order Upload for missing return expectations.
Myntra	For the return orders which don’t come from Myntra, a request has to be raised to Myntra to push those orders.
Snapdeal	Manual Return Order Upload for missing return expectations.
PayTM	For orders not received via PayTM returns, use the Manual Return Order Upload process. Use this manual process for only those orders which have not been received automatically via APIs.
Amazon MWS	As there is no Return APIs available for integration, please follow below process: 1. Login to Seller Central 2. Download Return Report 3. Upload the Return data in Assure 4. Process the returns in Assure
Amazon SmartConnect	For the return orders which don’t come from Amazon, a request has to be raised to Amazon to push those orders.
Limeroad	Manual Return Order Upload
Nykaa/ Nykaa Fashion	Manual Return Order Upload for missing return expectations
TataCliq	Manual Return Order Upload for missing return expectations
CloudTail	Not applicable as all returns directly go back to CloudTail warehouse
FirstCry	Manual Return Order Upload for missing return expectations
Olabi	Not applicable
Ajio Dropship	For orders not received automatically in the system, raise issues to Ajio with AWBs. They should re-push the return orders to Assure.
Brand Portal (Shopify)	Manual Return Order Upload
Brand Portal (Assure Magic)	For orders not received automatically in the system re-push the return orders to Assure. You should contact your portal administrator or support services to do the same

Note:

You will come to know about orders not received automatically in the system, only after trying to process the returned inventory on the Return Processing Screen. The system will show you an error for such inventory - No Return Orders Found.
Return orders with multiple items : The item IDs for return orders would be different only if the forward order had SKU of more than 1 quantity of same SKU. In all other cases the same item ID would be maintained.
- The logic: If only one item is returned we are sure that that item id is associated with that physical item. If more than one item is present in the then we are cannot map the items to items ids because we not sure of the past association of the item.
- The new item created would still be associated with the old invoice number against which the stock was originally inwarded

Increff WMS Returns Matrix for cancellations after different stages of warehouse operations

Marketplace	Picking	Invoicing	Manifest	Handover
Flipkart	Cancel allowed. Items get recycled. No impact on ERP.	Cancel allowed. Items get recycled. No impact on ERP.	Cancellation is not allowed. Handover has to be done. ERP will receive sales postings. Manual creation of Return Order in Assure returns to screen, with same AWB as forward order. ReturnOrderId AWB. This information will flow to ERP	LSP takes it away. FK will push Return Order of type RTO
Myntra	Cancel allowed. Items get recycled. No impact on ERP.	Cancel allowed. Items get recycled. No impact on ERP.	Handover happens. LSP takes it away. Myntra will send a Return Order of type RTO	LSP takes it away. Myntra will send a Return Order of type RTO
Ajio	Cancel allowed. Items get recycled. No impact on ERP.	Not allowed by Marketplace	Dispatch will happen. Everything will come back using RTO	Dispatch will happen. Everything will come back using RTO
Cloudtail	Cancel allowed. Items get recycled. No impact on ERP.	Not allowed by Marketplace	Dispatch will happen. Everything will come back using RTO	Dispatch will happen. Everything will come back using RTO

Please connect us at [email protected] to get Marketplace contacts.