How to create a Customer Return

How to do a Customer Return

Once you arrive on the Returns Management page, by clicking on the Create Return heading, under the Returns and Shorts heading, there will be a returns template that must be completed.

Original Order Number
Enter here the original order number from the order that you would like to create a return for.

Replacement Order Number
Enter here the replacement order number, if there is a replacement order associated with this return.

Valid Until
Enter the date that you would like the return to be valid until. Enter this in the format of YYYY-MM-DD.

Return Created
This will be automatically generated to who is doing the return.

Returns Status
This will automatically say Creating, as the return is currently being created.

Private Comments
These comments are private and only the Spitfire team will see them.

Public Comments
These comments will be seen by the customer and Spitfire.

Depending on the reasons for the return, you will need to confirm one or more of the following options, not all statements will apply to all returns, please read them carefully

Faulty
If the customer is returning a faulty product and it is an Ink Cartridge or Toner - you confirm that you have double-checked the customer's Printer Make/Model, that the Cartridges/Toner the customer has received is compatible with their Printer and all necessary Printer Reset instructions have been followed correctly.

If it is not an Ink Cartridge / Toner, you confirm you have double-checked the warranty on the product and that it is within the agreed terms with our supplier, or has been agreed with the supplier/manufacturer that it can be returned to us.

Low Value
If the customer is returning a faulty (own brand Ink/Toner only), damaged or mis-picked product, you confirm that the value of the product and cost of replacing it is within acceptable limits. If it has been sent direct, then it is the responsibility of the supplier to collect and replace it, not us.

Unwanted Timescales
If the customer is returning their items as unwanted, you confirm that you have asked them that the item is in resellable (sealed in original packaging) condition and it is within the agreed timescales (normally 30 days) for returning it.

Already Replaced
If you are processing a refund and the customer has already had a replacement, you agree that you have waited the appropriate amount of time prior to processing this refund, and are aware that if the original delivery has been "lost" that it could still be delivered if our Courier hasn't confirmed this.

Manager/Admin Override
There are certain options that will stop the return from being processed, as an Administrator / Manager you are able to override this decision and force through the return. The system will let you know if this option is available.