This guide covers how to accept drop-off turns without a return QR code using a tablet camera. If the customer has a return QR code, follow this guide instead.
If you use a hand scanner to accept drop-off returns, click here.
There are 2 scenarios in which a customer may not have a return QR code:
The customer initiated their return online, but cannot retrieve their return QR code
The customer did not initiate their return prior to their arrival at the drop-off point
If the customer has initiated their return, but cannot retrieve their return QR code, proceed with the steps below. If the customer has not yet initiated their return, instruct them to do so on their own device by navigating to the store they purchased from and following the return initiation process there to receive the email containing their return QR code.
Step 1: Sign in
Log in to the Redo drop-off app using your provided login credentials.
Step 2: Start a return
Tap anywhere on the screen to begin accepting the return.
Step 3: Unable to scan
Tap on the Unable to scan? button at the bottom of the screen. This button appears after a few seconds.
Step 4: Manually search for the return case
Search for the customer's return case by entering any one of the following pieces of information:
Return Number
Email Address
Order Number
Billing Postal Code
Tap Search.
Step 5: Review results and select the customer's return
The results displayed from your search will include open return cases only (i.e. returns that have not yet been dropped-off). Review the displayed return cases and tap on the one that matches the customer's return.
Step 6: Did the customer bring these items?
Once the return is successfully located via manual lookup, you will be shown all of the items in the customer's return. The individual cards display an image of the item along with its description.
Customer brought all items
If the customer brought all of the items displayed on the screen, tap Yes and proceed to Step 7.
Customer did not bring all items
If the customer did not bring all of the items displayed on the screen, tap No and proceed to Step 6a.
Step 6a: Which items are being returned?
If the customer did not bring all items, you will be shown this selection screen where you are prompted to select the items the customer did bring with them to return from the items declared in their return case.
Select only the items that you have physically received at your location. If an item on the list is not physically present, do not select it.
Once the items that the customer has brought to return have been selected from the list, tap Continue to proceed to Step 7.
Step 7: Are these items in new/unused condition?
Check that the items are in new/unused condition by inspecting them for visible damage or signs of wear/use.
Items are in new/unused condition
If all of the items displayed on the screen are in new/unused condition, tap Yes and proceed to Step 8.
Items are not in new/unused condition
If any of the items displayed on the screen are not in new/unused condition and have visible signs of damage or wear, tap No and proceed to Step 7a.
Step 7a: Select all items that are not in new condition
If any items are not in new/unused condition, you will be shown this selection screen where you are prompted to select which items show visible damage or signs of wear/use.
Select only the items that show visible damage or signs of wear/use. If any item is in new/unused condition, do not select it.
Once all items showing visible damage or signs of wear/use have been selected, tap Continue and proceed to Step 8.
Step 8: Scan the QR code on a Redo canvas QR bag
Get a Redo/ReturnBear-provided canvas QR bag and use the tablet camera to scan the QR code on the bag.
A successful scan of the bag will advance you to Step 9.
No QR bags?
If there are no Redo canvas QR bags on hand, tap No QR bags? and proceed to Step 8a.
Step 8a: Bag items with return slip
Tapping No QR bags? will present you with the return's return slip.
Clearly print the alphanumeric return number as it appears on the screen onto a piece of paper and then place it into any available poly bag or empty shipping box, along with the returned items.
Please ensure that the piece of paper containing the return number is included within the poly bag or shipping box before sealing the package.
Once the return slip is included with the items, tap Items packed & labeled to proceed.
Step 9: Pack all items or confirm all items have been packed
Following a successful scan of a Redo QR bag in Step 8, pack all the returned items into the scanned bag.
If the scanned bag is not able to fit all of the returned items, tap I need another bag. Doing so will prompt you to scan an additional Redo canvas QR bag to continue packing the items.
After all returned items have been packed, tap All items are packed.
Step 10: Set aside packaged & labeled return for next consolidated outbound shipment
Organize returns together in your location's designated holding area for Redo.
Once the packaged and labeled return is placed in the designated area, tap on the Start another return button to be brought back to the app's home screen.