Note: returns are available only for Plan-based projects
If you offer a product rental subscription, and a customer wants to cancel, you may want to get the product back. You can arrange this with Return Orders.
This article explains where to view Return Orders and how to create them. For more information about returns take a look at these related articles:
Viewing Return Orders
To view all Return Orders for your project, click on Returns in the sidebar.
To view a Return Orders for a specific customer, open that customer's subscription page and scroll down:
In both of the above pages, you can click on a Return to see all of its details, send shipping labels, complete the return, etc.
Creating Return Orders
There are three ways, in which Return Orders can be created:
Automatically when two-step cancellation is enabled and a subscription is cancelled
Manually by you directly in the Firmhouse Portal or via our API
Manually by the customer in the Self-Service Center
Let's review each option in detail.
Cancel a subscription with two-step cancellation enabled
You can find the two-step cancellation option in Settings > Subscription Model:
If enabled, when a cancellation is initiated we will create a Return Order for all products currently active on the subscription. It doesn't matter how the cancellation was initiated - by you in the Portal or API, or by the customer via the Self Service Center.
Manually create a return order for specific products via Portal
You can manually create a Return Order for specific products in a subscription. This is useful when your customer wants to cancel and return one product, but wants to keep the rest of their subscription intact.
Steps:
In your Firmhouse project go to Customers and find the customer you want to generate a return order for.
On the details page of the customer, scroll down and click the New return order in the Return orders section.
In the dialog that opens, check one or more products you want to initiate a return for. Optionally increase the quantity if the customer is subscribed to more of the same product.
Fill out any of the optional fields. These are useful to store if you want to use these fields in the email communication towards the customer, or in an integration with a webhook or an external returns app.
Click Create return order. You are now redirected to the created return order.
Let you customers return products in the Self Service Center
You can enable your customers to initiate returns for one or more of their active products via their Self Service Center. Take a look at this article to learn more: