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Customers can initiate a (partial) return themselves through the Self Service Center. This should save you a lot of overhead in customer service work. You’ll first need to activate the functionality from your Portal.
Note: Self-service returns are available to all plan-based projects.
This article is about how to enable self service returns. For information about processing return orders, see Introduction to Returns.

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Steps to activate the functionality in your Portal

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Steps

  1. In your Firmhouse project, go to Self service center in the sidebar (under Settings)
  2. Within the Self service center overview, find the section Self service center returns. At the top you’ll find a toggle - activate it by pressing it.
Self service center returns section
  1. While still in the Self Service Center Returns section, you can configure the Message to customers on the new return creation page. This allows you to give your customer all the information they need for the return order to be successful (such as tips on how to return their product to you).
Return creation page customer view
  1. You can also configure the Message to customers on the return summary page. This allows you to remind your customer about all the steps involved, in case they return to this page at a later point.
Return summary page customer view

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Steps for a customer to initiate Product Returns

Once logged into their Self Service Center, customers will see a “Return products” button that allows them to initiate a return. Self Service Center with Return products button

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Selecting products to return

The functionality is flexible, allowing customers to decide whether to return one, multiple, or all products that they have. They can also leave a comment related to the return order to help you understand any further details. Create new return product selection

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Keeping track of returns (as a customer)

Customers can check their Return Status from their Self Service Center. They can click “Return in progress” to see the current status, find their return label, and potentially cancel the return if they have a change of heart and wish to keep the product. Return in progress status Return order details page You can find all of the customer-facing emails related to product returns under Email configuration > Returns. You can customize the message the customer receives for various return-related events. Email configuration for returns Additionally, there are two notification emails you can receive as a merchant. You can find these under Email configuration > Email Settings > Notifications:
  • Notification for each new return order that was created
  • Notification for each return order that was cancelled
New variables are available to use in your templates for all return order events. Find more details in the developer docs.