Returns
Returns

Returns

Airhouse’s Returns feature currently allows for us to track inbound returns accurately to better meet processing SLAs, as well as communicate statuses with you. This feature does not currently assist with label generation or communication with your customer.

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The option for customers to request a return is required for shipments sent from the UK warehouse. For the warehouse to process the return, be sure to submit it on the Return dashboard in Airhouse.

Returns View

In the Returns dashboard, we display different statuses to grant visibility into how returns are processed and stocked. Please see below for an explanation of key statuses and dates.

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DATES

Request Date

This is the date that the return was added to Airhouse, not the date when it was requested by your customer, and not the date when a label was generated.

Delivery Date

This is the date that item(s) were delivered to the warehouse.

Received Date

This is the date that item(s) were received and processed by the warehouse.

STATUSES

Requested The return has been created in Airhouse.

Delivered The return has arrived at the warehouse.

Processed The return has been processed in the warehouse and restocked if not damaged.

QUANTITIES

Expected

The expected number of item(s) you relayed to Airhouse.

Received

The actual number of item(s) received by the warehouse.

Restocked

The number of item(s) that were received in good condition and therefore restocked to your inventory.

How to Initiate a Return

There are two ways to create a return, through Airhouse or through our Loop integration.

How to Create a Return in Airhouse:

  1. Outside of Airhouse
    1. Receive return request from your customer
    2. Generate shipping label
      1. Double-check that you have the appropriate warehouse location and address. To confirm your warehouse’s address, visit Restock.
      2. For Shopify Users: We recommend generating a label via Shopify or a third-party app like Returnly, Loop, or Return Magic.
      3. For Squarespace and Other Users: We recommend using a third-party app.
    3. Send the return label to your customer
  2. In Airhouse
    1. With the tracking number, go to Airhouse and add the return. You can do this in two ways:
      1. Option 1: In Orders, locate the specific order page and click the dropdown menu on the top right corner. From the dropdown menu, select the Return option.
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      2. Option 2: Go to Returns and click on “Create Return” in the top right corner. Search for and select the appropriate order number.
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    2. After selecting the order, you’ll configure the return and will see all SKUs associated with that order. From this page, you can select SKU(s) that are being returned and fill out all relevant information.
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      1. Return Reason - This section is included for your record keeping.
      2. Total Return Quantity - This is the number of item(s) the warehouse will expect to receive for this return, for this SKU.
      3. Expected Restock Quantity - This is the number of item(s) the warehouse will expect to stock back in inventory. When listing the amount, take into account the number of item(s) that are damaged; if you are expecting three items to be returned but one is damaged, then the expected restock quantity is two.
      4. Tracking number - This is a required field. A return will not be processed until you’ve entered the tracking number.
    3. Submit
    4. Await processing in Airhouse

How to Integrate Returns with Loop

Through this integration, all returns that are created in the Loop platform in Shopify will automatically sync with Airhouse. After a return has been processed in the warehouse, Airhouse will automatically update the return in Loop.

If you are using Loop Returns through your Shopify store, there are a few quick steps to set up an integration with your Airhouse store. In Loop, go to Settings, click on Developers, and complete the following steps.

  1. Generate API Key
    • Scopes = Return + Developer Tools
    • Name = Airhouse

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  1. Email the Webhook Secret and API Key to your Airhouse Account Manager (API Key needs to be all 40 characters)
  2. Wait for confirmation from your Account Manager that the integration setup is complete
  3. Once setup is complete, set the Return Created and Return Updated webhook statuses to Active by clicking on each webhook to edit

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Once this has been completed, any return created in Loop will also be reflected in Airhouse. After a return has been processed in Airhouse, Loop will automatically be updated.

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NOTE: Returns created in Loop can take up to an hour to appear in Airhouse.

Archiving Returns

Once a return has been processed by Airhouse, you have the ability to archive the return to provide yourself with a clear view of which returns are still unprocessed.

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Damaged Returns

If you are accepting returns, please discuss your return conditions and preferences, as well as how to handle rejected returns (e.g. disposal, ship to you, etc.) with your account manager. Once the return has been received by our warehouse, the team will inspect items to ensure they are in your preferred condition.

  • If a return meets your criteria items will be restocked and reflected in inventory.
  • If a return does not meet your criteria, items will not be stocked and will be set aside or destroyed.

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Please note that you and your customers are responsible for ensuring the warehouse can identify a return. Airhouse does not currently utilize RMAs, but we do use the tracking number to assist with identification. We still recommend that each return include 1) an order number and 2) your company’s name in the return shipment, especially if items are opened and unlabeled. Most returns tools generate a packing slip for this purpose.