0:00 Hi, this is Hannu. In this video, we'll be covering the return flow of the Redo Merchant Dashboard. The return flow can be found in the settings section on the left-hand side of the dashboard.

0:11 The return flow tends to be one of the more complicated sections of the Redo Merchant Dashboard. So the goal of today's video is to simplify it and make it easy to understand, as well as give you the tools to change, edit, and customize the flow. It will be pre-populated with a default template to hopefully capture most of your return needs, but this video will help highlight how you can edit, change, and customize the flow as needed.

0:38 In this step, you'll want to make sure that this matches whatever your policy is. Most merchants, in this condition, will fall under the time since delivery status, meaning that the return policy window doesn't start until your customer has received their package.

0:58 And then you get to clarify the number of days that return policy window is. The next two steps highlight what should happen if the condition is true compared to if the condition is false.

1:13 If the condition is true, then it means that the return is still within the return policy window. In this instance, if it's still within the 30-day window, we move to the next step. If it's false, then we reject the return and we can customize the return message or the reject message that the customer sees.

1:30 This condition is set up based on product tags. So what we are looking for, or rather what the return portal is looking for, is if this tag is inside the product. If the tag matches, then we are rejecting the item with a custom message.

1:48 If it does not match or the item does not have a final sale tag, then we are allowing them to continue with the next step of the return flow.

1:54 The next step is the return reasons. This is where you get to customize your return reasons based on these number of options.

2:02 You can add or edit as many as you'd like. For each option, you can have a completely customized flow or next step. For damaged and wrong items, you can see, we have required inputs. For damaged, we have a required input of an image.

2:18 You can make these not required if you'd like. You can customize the descriptions and the prompt as well for your customer. An example here as a prompt would be "Please upload an image of the damaged item." With a description, you can get more granular and request specifics about the picture. Maybe it's something like "Please include the attached product tag in the picture as well." You also have the option to change it to an explanation or a text input.

2:44 Same similar structure and layout here. You have the option to customize. The next step, which is typical to most merchants is to mark for manual review, meaning that this gives them the opportunity to approve or reject the return if it's marked as damaged or wrong item before the customer gets the return shipping label. For other return reasons, we have different flows. item.

3:10 It looks like in fit, we have a multiple-choice section or next step set up. You can see this is a way to nest your return reasons. So for fit, we can nest under the fit and then the next step would be to ask the customer to select a specific reason associated with the fit. So we can see too big, too small, too long, too short, didn't like fit. So that's a way to nest your return reasons.

3:37 We can see another nesting is related to, let's see what other one this is related to. Okay, we've got "not what I expected" is another nesting here in this demo store. So didn't like color, didn't like fabric, not as pictured or described. So a lot of options there. And hopefully, you can see how flexible the return flow is and how customizable it is as well.

4:00 Very easy to add steps, change steps, remove steps, and edit steps. The last step is going to be your return outcome or the return outcome for your customers.

4:09 This is where you get to select what return types will be Exchange, Store credit, and refund as options. If you are only offering store credit, then this would only reflect store credit. Or if you're only offering exchanges and store credit, this would reflect exchanges and store credit with that refund. The adjustments in each of these return types allow you to either add restocking fees or bonuses.

4:32 In this instance, a 10% bonus has been applied to the demo store, meaning that when a customer selects the store credit option, they'll see a 10% bonus incentive to select the store credit option. You will have the option for store credit to identify if you'd like this to be a gift card or a discount code.

4:49 Most of us keep it as a gift card. There are two customer experiences: a customer that checks out with Redo and a customer that doesn't check out with Redo.

5:15 The major benefit of Redo in the return portal is that both customers get to utilize the same return portal. The only difference is that the customer who didn't check out with Redo is responsible for the cost of the return shipping label. However, if this safety net feature is enabled, this means that you, as a merchant, want to step in and cover the cost of the return shipping label for those customers who did not check out with Redo.

5:37 It's a great option if you're transitioning from a free returns model, where previously your customers have been used to free returns. However, we all know the cost of free returns is great. And so it's becoming less and less profitable and more and more expensive to offer completely free and true returns. So this is a great way to offset your costs but also provide maximum value through that coverage option on your PDPs.

6:03 That option and the advanced option are available for all return types, as you can see. You also can set up a separate return flow if you'd like to have this marked for a manual review, if you go to a new step and a new return type, you can set up a completely customized return flow.

6:23 Let's say we only want to return for store credit instead of refunds and other options. Now, if a return is marked as wrong or damaged, this will be the only return option that the customer would see. Again, hopefully, you can see how flexible and how complex at times the return flow is. We hope that this video helps decrease the complexity and increase your excitement for customizing your return flow and adjusting any of the current settings.

6:49 The whole goal is to make sure that the return flow is built exactly to your needs. Again, if you have any questions or if you have any specific requests or features that you would like, please reach out. We're here for you. We want to make sure your experience is amazing.