In circuly, return requests can be made by your customers in two ways: either through the Customer Self-Service Portal or by directly contacting you via email. Each method follows a different workflow and the processes are not interchangeable. This article explains how to process return requests specifically when they are made via email.

Introduction

Return handling is a crucial part of a subscription-based business. To maintain a smooth customer experience and keep your backend operations tidy, it's essential to follow the correct return workflow based on how the request was made. This guide focuses on return requests made via email, not through the Self-Service Portal.

Process Overview

When a return request is made via email, you (as a circuly user) are responsible for manually updating the subscription status and initiating the return process. This includes setting the correct status, triggering return instructions, and ending the subscription once the product is received.

Step-by-Step Guide: Handling Returns from Email Requests

Step 1: Locate the Customer Subscription

• Log in to your circuly Hub.
• Go to the Subscriptions tab.
• Use the Search bar to find the subscription (search by customer name, email, order ID, etc.).
• Click on the relevant subscription to open the detail view.

Step 2: Set Subscription Status as Pending Return

• Click the three dots (⋮) in the upper-right corner of the subscription view.
• Select Set status as pending return.

When this status is set, the customer will automatically receive the "Subscription Pending Return" email with return instructions (as defined in your Email Templates).

Step 3: Wait for the Product to Be Returned

• The subscription remains active until you receive the product.
• You can track expected returns in the Returns section of the circuly Hub.

Step 4: Confirm the Return

• Once the product is received, go to the Returns tab.
• Locate the product in the Return List.
• Click on the product to open the Return Handling window.
• Click MARK AS RETURNED to confirm.

The subscription is now automatically cancelled, and the subscription status is updated to Ended.

Summary

• Use this workflow only when return requests are made via email.
• Setting the subscription to pending return triggers return instructions.
• The subscription will stay active until you manually mark the product as returned.
• Once marked as returned, the subscription is automatically ended.

For return requests made through the Customer Self-Service Portal, a different workflow applies. Make sure you follow the correct one based on the request type.