Scoping questions
This page includes questions to help guide the scope and understand requirements. We recommend reviewing the points below before you start building an integration with our platform. This should help to identify some key decisions you will make to build your ecomm bridge and to consider all people involved in the returns process.
The first step to start your integration will be to create an account. Each Returnista account can own one or multiple stores. To determine your requirements, begin by consulting the questions below.
Key decisions
Which countries will you operate in?
If more than one, consider how these country domains are structured on your e-commerce platform. Are all markets located in the same environment? Will you want all consumers to access the same returns portal? Do you have one or multiple customer service teams for each of these countries? Which routes will you offer? These decisions should be mapped to the stores you will create and how they will be managed. Make sure to also enable the languages (locales) and shipping options accordingly for each country.
Do you plan to receive returns for more than one brand?
Stores could be created within one or multiple Returnista accounts. Do your brand(s)' consumers need to be shared across connected stores? If so, all stores should be created under one account.
How will your consumers return?
Consumers should have access to the returns portal via your website(s). If you expect to manage more than one brand in your account, consider how your teams are structured (customer service, operations, finance, reporting) to define the appropriate level of access for each type of user.
Which return shipping options will you offer?
If you have direct contracts with shipping carriers, you will be able to create a contract and product with any of our available integrations. You should then be able to create shipping options for each return scenario according to your Return Policy.
Will you accept in-person returns in physical stores?
Consider scenarios where consumers will create a return using your Returns Portal and come to the store for a drop off and where consumers will come directly to the store without pre-notifying you. Which resolutions will be available on your roadmap for these returns? How will store employees adapt and proccess each of these scenarios? How many stores will be involved in this process?
Do you need centralized reporting in a single Returnista account?
Each account will have access to reporting for all stores it has ownership via the Insights (UI available) or the API.
Do you have data analytics tooling?
Insights is our custom reporting tool that makes all of your return data available. You can use it to gain insights into anything from which products are being returned the most and identify how to reduce the return rates. Insights might not be available for merchants using a custom ecomm bridge. Alternatively, consider using our Returns API to have access to the return data to combine it manually with sales data from your e-commerce platform.
Which data points do you use to manage your orders? Are any of these fields custom and generated by your team (for example, an order ID or reference number or package ID )?
Make sure your custom data is mapped with the order number on any relevant objects.
Which other tools should be aware when a return order is created?
Returnista offers event-based webhooks such as when we receive a new return request. Do you require insights about the incoming packages before they arrive on your warehouse? This allows you to be responsible for resolving according to your return policy such as processing requests instantly or pending items inspections at warehouse or physical stores.
What are the internal processes that will be triggered during the return flow?
If your business relies on any business logic to trigger events such as statuses
How do you plan to you manage resolutions?
Involve your operations, finance, and customer service teams early in your scoping so that they can advise you on your new refund process and reporting needs. How are refunds being triggered? Keep in mind that according to the type of resolutions you are planning to offer (refunds and/or exchanges and/or store credit), you will have to adapt your operational processes, such as refund automations.