Accepting returns
Can return items be accepted if no return case exists?No, the Redo/ReturnBear Drop-off App can only accept items that are associated with an existing approved return case.
If a customer has not yet submitted a return request, they must do so on their own device via the store’s website. A drop-off QR code is only issued once the return request is approved. The customer will receive an email containing their drop-off QR code upon return request approval.
How can a return be accepted if the canvas QR bag will not scan?Cadillac Fairview (CF) only. If the canvas QR bag will not scan, tap on No QR bags and proceed with manually labelling the return. Clearly print the alphanumeric return number as it appears on the screen onto a piece of paper and then place it into any available packing materials, along with the returned items.
How can return items that do not match what is displayed on the screen be accepted?In the Drop-off App, select only the items physically received.
If the customer is missing items from their return case, select No on the Did the customer bring these items? screen, then select only the items they did bring.
If they brought extra items not listed, ask them to submit a separate return request on their own device via the store’s website. If that’s not possible, accept the items and contact Redo Support. | How can a return be accepted if the customer has a return case, but cannot retrieve their drop-off QR code?Returns of items that are associated with an existing approved return case can be processed even without scanning the drop-off QR code using the No QR code flow.
For more information, see:
How can a return be accepted if the drop-off QR code will not scan?If you're experiencing trouble scanning a customer's drop-off QR code, use the No QR Code flow instead. For more information, see: |
Processing returns
When and how should return cases be manually labeled?Manually labelling a return case may be required when you either run out of canvas QR bags (CF) or cannot print the Redo processing label (Staples).
When labelling a return case manually, the alphanumeric return number will be displayed on screen.
Cadillac Fairview (CF)Clearly print the return number onto a piece of paper and then place it into any available packing materials along with the returned items. Make sure it is obvious which items belong to the return number printed on the piece of paper.
StaplesCopy 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.
Is it possible to reprint the shipping label for an outbound shipment?Yes. To reprint the shipping label, click on the Print Shipping Label button. | How should large or numerous return items belonging to the same return case be packaged?If the items are too large/numerous to fit into a bag, use as many bags as required to pack all items.
Cadillac Fairview (CF)For canvas QR bags, tap I need another bag and then scan each bag before packing the items inside.
StaplesFor poly bags, attach a copy of the Redo processing label to each bag used (one label per bag).
How often should Redo returns be picked up by the courier?Courier pickup is not automatically configured, you must arrange for pickups to occur at the following intervals:
Cadillac Fairview (CF)All Redo packages should be picked up from your location by Purolator every week on Thursdays.
StaplesAll Redo packages should be picked up from your location by Purolator every week on Wednesdays. |