This guide covers how to accept drop-off turns without a return QR code using a hand scanner. If the customer has a return QR code, follow this guide instead.
If you use a tablet camera 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
Click anywhere on the screen to begin accepting the return.
Step 3: Unable to scan
Click 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
Click 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 click 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, click 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, click 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, click 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, click 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, click 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, click Continue and proceed to Step 8.
Step 8: Pack the items in to a bag then print and attach the processing label
After indicating which items are being dropped-off and whether or not they're in new/unused condition, pack the customer's items into a poly bag.
If the items are too large/numerous to fit into a single poly bag, use as many poly bags as required to pack all items. Each bag must have its own copy of the Redo processing label attached to it (i.e. print the same number of labels as poly bags used).
Click on Print processing label to print the Redo processing label. The print modal for your device will appear, prompting you to print the processing label.
Click Print in the modal to print the processing label.
If the processing label cannot be printed for whatever reason, close the print modal and proceed to the next step by clicking All items are packed.
After the processing label has been printed, the print modal will close. Once you have confirmed that all items have been packaged, attach the processing label to the outside of the poly bag, then click All items are packed.
Step 9: Scan the processing label
Scan the printed processing label you attached to the outside of the poly bag using the connected hand scanner.
A successful scan of the processing label will advance you to Step 10.
If the processing label could not be printed or if the hand scanner is not working, click on the Unable to scan? button and proceed to Step 9a.
Step 9a: Manually label this return
Clicking on Unable to scan? will present you with the return's return slip.
Copy down the alphanumeric return number displayed on the screen onto a piece of paper or directly onto the poly bag.
If the return number is written onto a piece of paper, please ensure it is either included inside the poly bag with the return or securely affixed to the outside of the poly bag.
After the return slip has been properly recorded, click Items packed & labeled to proceed.
Step 10: Set aside packaged & labeled return for next consolidated outbound shipment
Ensure that all of the customer's items are packaged and that the printed or manually recorded processing label is affixed to the outside of the package.
Once the packaged and labeled return is placed in the designated area, click on the Start another return button to be brought back to the app's home screen.