This guide provides an overview of the verification process from logging in to the Redo Admin and recording the condition of return items, to what to do if no matching items are received and how to record Undeclared items.
Getting started
This guide outlines the step-by-step process for verifying the contents of a received return package against the system's Return Merchandise Authorization (RMA) record.
Step 1: Scan the RMA
Begin on the Process screen and scan the barcode/QR code. In the event that nothing returns when scanned, you can use any identifiers on the package to manually search to retrieve the RMA.
The return case's details will be displayed on screen once the lookup is complete.
Step 2: Recording the condition of a return item
Throughout the verification process, you are required to record the condition of each returned item as follows:
Received Damaged: Items that show signs of wear, use, or damage and are not in sellable condition
When recording an item as Received Damaged, you will be prompted to take pictures that demonstrate the signs of wear, use, or damage. You will also be required to provide a detailed written description of the condition of the item. Please keep in mind that the pictures you take and the description you write is shared with the merchant.
Not Received: Items displayed on the screen and listed in the return case that you have not physically received in the parcel containing the return case
Received Like New: Items that are in sellable condition
No Matching Items
If none of the items you have received match those displayed on the screen, click No Matching Items.
Clicking No Matching Items will prompt you to mark each item in the return case as Not Received.
Click Item Not Received on each item to confirm that no matching items were received. After all items are confirmed to have not been received, you will be brought to the Sort page, where you can either record Undeclared items or click Done to finalize the verification of the return case.
If No Matching Items was clicked by mistake, click Item Received on each item you have received to cancel the action.
Undeclared items
An item is classified as Undeclared when it is not declared in the return case but is received either in addition to or instead of item(s) that are declared in the return case.
If you receive an Undeclared item when verifying a return case, it must be recorded by clicking on the + Undeclared item(s) button visible on the Sort page:
The Add Undeclared Item modal will appear where you are required to:
1. Item Photo, Tag Photo, and Description
Take a photo of the entire item and a photo of the tag on the item. Provide a detailed description of the item you have received. Include as much information as possible to help the merchant identify the item.
The photos and description you provide here are shared with the merchant.
2. Verify
Indicate whether the Undeclared item was Received Damaged or Received Like New.
3. Pack
Pack the item into a poly bag
Click Print License Plate to print out the Undeclared item's License Plate
Affix the License Plate to the lower left corner of the poly bag
Scan the License Plate on the sealed poly bag
4. Sort
All Undeclared items must be sorted for Quarantine as they require a resolution from the merchant.
5. More
After sorting the undeclared item, you will be asked if you have received any more undeclared items with the return case.
If you have more undeclared items, click + Undeclared Item to record them. If not, click No More Items.
If the X in the top right of the modal is clicked, the undeclared item will not be recorded. Click either + Undeclared Item to record the current undeclared item and move on to the next one or click No More Items to record the current undeclared item and move on to finalizing the verification.
Any Undeclared items received with a return case must be reported to Redo Support who will work with the merchant to determine whether the undeclared items should be processed into inventory using the Unknown Item Flow or sent back to the customer. Once the resolution is determined, Redo Support will provide you with the applicable instructions.