This guide covers submitting return requests using the Redo Return Merchandise Authorization (RMA) Portal. For instructions on submitting returns using the legacy Consumer portal, click here.
Step 1: Locate Order
The Customer Portal can be accessed by:
Customers from a link on their order on the merchant's website
Merchants through the Create Return button in the Redo Merchant Dashboard
After clicking the Create Return button, you will be redirected to your order preview. Click the Start a return button to proceed.
Step 2: Select Items To Return
On the Select items to return page, all items in the order will be displayed. Click the box to check which item(s) you would like to return
After the item is selected, click the Continue button to proceed.
Step 3: Return Details
On this page, you can add details for each item you want to return.
Click the Add details button and you will be prompted to provide a return reason for each item. Click the Continue button to proceed.
After providing a return reason, you will be asked to choose the payout method. Click the Continue button to proceed with the next item.
You may still edit the return reason and payout method by clicking the Edit button for each item you would like to update.
Click the Continue button to proceed.
Step 4: Confirm Address
On this page, make sure the address is correct.
You can edit/update the address by clicking the Edit button. Once done, click the Save button to exit the modal.
Click the Continue button to proceed.
Choose the return reason using the Why are you returning this item? drop-down menu
(Optional) Click + Add additional comments to add comments about the item
Repeat these steps for as many items as are being returned. Once all items have been selected, click Continue.
The Return Policy Checklist is displayed with a list of criteria configured based on the applicable return policy.
Check off all criteria that reflect the condition of the items being returned. If one or more of the items being returned do not meet a specific criteria, leave that box unchecked.
If all items being returned meet all of the criteria on the Return Policy Checklist, the return will be automatically Approved upon submitting the request. If any items being returned do not meet all of the criteria on the Return Policy Checklist or if any of the boxes are left unchecked, the return will be Pending upon submitted the request. Pending returns require merchant approval. For more information see Approve Requests.
Click Continue.
Step 5: Return Service
On this page, select the preferred return service on how you want to return your items.
Easy drop-off for fastest refund - This option offers a printing- and package-free return experience. Customers can return their items to any nearest Redo Partner. The top 3 closest return points to the customer will be automatically shown, however, clicking See all locations will allow customers to browse and select other locations if needed.
Regardless of which return point is chosen at this step, customers are always able to return their items to any Redo Partner.
If a customer's return passes verification at a return point, they will receive their refund instantly. If a customer's return fails verification at a return point, they will be notified to expect a delay. See Resolve Exceptions for more details.
Box-free return location - This option also offers a printing- and package-free return experience. Customers can return their items to any nearest Cadillac Fairview (CF) or Staples store that is in partnership with Redo. The top 3 closest return points to the customer will be automatically shown, however, clicking See available locations will allow customers to browse and select other locations if needed.
Box and ship it back to us - This option requires customers to print their shipping label at home and securely package their return for shipping. The courier their shipping label is issued with will be displayed in the portal and they can return their parcel to any of the courier's locations.
Click on your preferred return service and then click the Continue button to proceed.
Step 6: Review your return
On the Review page, review the details of the return:
Shipping information: Customer name and address, pulled from their order details
Shipment method
Return item(s)
Summary:
Return value
Refund amount
The Item(s) being returned and Return Service can be modified before submitting the return request by clicking on the previous arrow on corresponding pages you would like to update/edit.
Click the Submit return button to submit the return request.
Your return has been submitted
On this page, you can see that the return request was submitted.
To access and download the return QR code, click on QR code button that you can show to any Redo partner location. You will be redirected to another tab where you can see and download the return QR code for drop-off.
If you did not receive the QR code in your email inbox, try locating it in your spam inbox. If you are still unable to locate the email with the QR code, please reach out to support@redo.com.