WHAT IS THE ONPORT RETURNS PORTAL?

It is a self-serve returns portal where the end customers can start a return on their own. This new feature aims to provide a 360º experience for our customers to manage returns End to End - it allows your final customers to raise returns and print return labels from a dedicated buyer portal, triggering the return flows directly into vendors' operations.

DISCLAIMERS

The Returns Portal is a paid feature - if you'd like to activate it or have any questions regarding its pricing, please contact our support team here.

The Returns Portal can only generate return labels if you have a shipping service set up via aggregator or custom carrier integration.

If you don’t provide labels to your vendors, their addresses are required for the return label generation in the Returns Portal.
In order to generate labels in the Portal, you must have a carrier set up.

HOW TO ACCESS IT?

Onport Returns Portal is available at https://returns.onport.com/. Onport is agnostic regarding where the marketplace chooses to display the link or make it available to the customers.

HOW DOES IT WORK?

Customer Experience

1) The customer will need to enter the email and the order number to start the return:

2)  Select the items to return and the return reason (optional):

❗️Note: If the items are not selectable that can mean 1 of 3 things - the items were already returned, the return window has passed or the items are not returnable according to the vendor's return policy.

3) The customers are informed of how many packages they need to ship:

4) The customers have access to 1 label per package that they will need to print and attach to each box:

Marketplace Experience

1) The return syncs to the marketplace's Onport account, you can find it under the Returns/Cancellations section:

2) The marketplace needs to approve or reject the return (which can be done manually or automatically - see section Approval for Returns):

3) (Optional) The marketplace should mark the return as "received" on behalf of the vendor:

4) The return has been processed successfully:

5) (Advanced) If the marketplace has paid out the vendor already, the commission amount will be adjusted in the next vendor payout.

❗️This is only applicable if the marketplace has access to the Automated Vendor Payouts, which is an Advanced Plan feature.

HOW TO CONFIGURE FROM WITHIN ONPORT?

Approval for Returns

By default, the returns approval step will be manual (as shown below, the toggle enabled is "Require Approval"). If the marketplace chooses to configure this step to be automatic, go to Setup > Returns and enable the toggle "Automatically approve":

Tag Non-Returnable Items

If the vendors have items that can't be returned, the marketplace will need to:

1) Go to Contacts > Dropship Providers > (choose vendor) > Returns > type the tag to add to these items > Save:

2) Go to Inventory > search the item and click its name > Details > add tag > Save:

It will not be possible to return tagged items within the Returns Portal:

Bulk Tag Non-Returnable Items

If most of the vendor's items are non-returnable, the Marketplace doesn't need to tag them one by one. In order to bulk tag non-returnable items, the Marketplace has 2 alternatives:

a) If the items are already published, the Marketplace can bulk tag the items in its e-commerce platform and those will sync into Onport. The Marketplace just needs to ensure these tags match the restriction tags added in the vendor's settings.

b) The Marketplace can use the feature to bulk add tags to the products in the inventory feed settings > Publishing tab:

❗️This should be done before publishing the items for the first time. If the items are already published, the Marketplace will need to republish them in order for the tags to sync through to their store or use the method described on a).

Restriction Days

If your vendor doesn't accept returns after x days, you can also set this up under Contacts > Dropship Providers > (choose vendor) > Returns > Return days scope:

Customization

Under Setup > Returns, the marketplace will be able to customize the "Returns Welcome Message", as well as create Return Reasons.

We support custom CDN-based URLs for the returns portal - please reach out to our Support team if you need to set this up.