The Returns Lifecycle
The diagram summarizes the lifecycle of a return in the Returnista Platform:
Return Order creation
A Return Order has been initiated; typically by a Consumer providing their order details in the Returns Portal, but this is also possible via other users with the appropriate privileges such as a Support Agent or via the REST API.
A Return Order consists of one of more Return Requests for each Purchase that the Consumer wishes to return.
Therefore multiple Return Requests created within the same Return Order will share payment and shipping information. However, these can be resolved individually.
Stages of the Return Request lifecycle
Requested
A Consumer has requested to submit a Purchase for return, the request must be approved before the Consumer can submit the Purchase and, if applicable, pay for their Return Order and receive a return label.
In most cases, the approval to submit a Return Request is automatically approved in the background without the Consumer being aware. This lifecycle point can serve as a useful point, though, to add gatekeeping functionality for scenarios such as damaged items and warranty flows.
| Status | Reason | Description |
| Evidence | pending
provided \ not required |
A photo or other evidence should be provided before the returns process can continue. |
| Rejected | Rejection reasons… | The request has been rejected and the Consumer cannot proceed with this request |
| Approved | Approval reasons… | The request has been approved. (the default scenario) |
Submitted
The Return Request has been submitted by the Consumer.
| Status | Reason | Description |
| Payment | pending \
not required
Payment statuses… \ |
The status of the payment for the *Return Order* linked to this *Return Request*.
In most cases, the *Consumer* will be required to pay for the shipping label and/or administration fees associated with the return. |
| Shipping Label | pending… \ not required \ provided | The status of the provided shipping abel
In most cases the *Consumer* will be provided with one or more shipping labels to ship their package back, |
Shipping
| Status | Reason | Description |
| Sent | pending \ not applicable \ shipping statuses… | The status of the shipment. |
| Received | condition scores… | When a package is received at the *Return Location*, it can be manually assessed to grade its condition. This can subsequently be used to approve or reject the requested resolution, or to change the requested resolution. |
Resolution
| Status | Reason | Description |
| Approval | pending \ approved | The approval to process the requested resolution (e.g. refund) is separated from the actual processing activity. |
| Rejected | rejection reason | The requested resolution was rejected. |
| Processed | refund
store-credit exchange |
The requested Resolution has been processed. |
| Canceled | canceled | This return has been canceled at the resolution stage |