Before you start
Make sure you have:
Access to your At Last dashboard
The customer’s order number
Step 1: Go to “Create Return”
Log in to your dashboard at business.atlast.co
You can access Create Return in two places:
From the left-hand sidebar
From the Returns page
Step 2: Select the merchant and the order number
Select your merchant account
Enter the order number from your integrated OMS (e.g., Shopify) store
Click "Lookup Order"
This will automatically pull in all the orders and customers' data.
Step 3: Select items to return
You’ll now see all items in the order.
Items that cannot be returned will show a message:“No remaining quantity eligible to return”. This message will most commonly appear if a return and label have already been created for this product in this order.
Select the item(s) you want to return.
Step 4: Choose a return reason
Select a return reason based on what the customer has told you
(for example, Too small).
If product weights are set in Shopify, they will be pulled in automatically.
This is especially useful for international returns.
Step 5: Choose a shipping method
Select a return shipping carrier. You will have different options depending on which services are available to you. If you choose to book a collection, you will also be given the opportunity to choose a collection date.
Step 6: Send return email (optional)
Choose whether to send the return label and QR code email to the customer. This option will be pre-ticked for you, but you can choose to untick it if you see fit. Please note this will mean the customer will not receive a return confirmation email from At Last.
Customer return address & Integrated returns
Your customer’s return address will be automatically pulled in from your OMS.
You can also update this address at this stage on behalf of the customer if needed.
Step 7: Create the return
Click Create Customer Return.
Before confirming, you’ll see:
Selected items
Order number
Shipping method
Expected refund total
Once created, you’ll see a success message in green at the top of your screen.
Step 8: View return details
Click View Return Details to open the return in your Returns tab.
The customer will also receive their return email (if selected).
What happens next
The return is now tracked in your dashboard
You can manage QA, approve items, and issue refunds