Configuring Return Charges and Labels
Why Are Return Charges Important?
When setting up a returns process, it is important to decide who will pay for return postage and how those charges should be managed.
Pimento allows you to configure Return Fees through Rate Cards, while the overall customer return experience is managed through Aftercare.
Understanding how these features work will help you create a returns process that matches your business requirements.
Who Can View and Process Returns?
Brands can view returns through their dashboard, allowing them to monitor the status of customer returns.
Only the 3PL can manage and process returns within Pimento. This includes approving returns, receiving returned goods and completing the return workflow.
Configuring Return Fees
Return charges are configured using the client’s Rate Card.
Navigate to:
Finance → Rates
Each Rate Card contains a Return Fee which can be configured for each client.
This fee is used when charging for return processing.
Providing Free Return Labels
If you wish to provide customers with prepaid return labels, these can be generated as part of your returns process.
The cost of the label can either be absorbed by the business or deducted from the customer’s refund where appropriate.
Customer-Paid Returns
If you do not wish to provide free return labels, Aftercare can be configured to display your warehouse return address instead.
The customer can then arrange and pay for their own return postage.
This provides flexibility for businesses that only offer prepaid returns under certain circumstances.
Return Rules
Pimento does not currently support configuring different return label behaviour based on individual return reasons.
For example, you cannot automatically provide a free label for damaged items while charging for change-of-mind returns using built-in return rules.
Instead, businesses should decide their returns policy and configure their Aftercare experience accordingly.
Best Practices
Configure Return Fees within each client’s Rate Card.
Decide whether customers should receive prepaid return labels or arrange their own postage.
Clearly communicate your returns policy to customers before they create a return.
Review your Aftercare configuration to ensure it matches your desired returns process.
FAQs
Can brands process returns?
No. Brands can view returns from their dashboard, but only the 3PL can manage and process returns.
Where do I configure Return Fees?
Return Fees are configured within the client’s Rate Card under Finance → Rates.
Can I charge customers for return labels?
Yes. You can either configure a Return Fee, ask customers to arrange their own return postage, or deduct the cost of a provided label from the customer’s refund.
Can I automatically provide free labels for some return reasons?
No. Return label behaviour is not currently configurable based on individual return reasons.
