The individual return view in the At Last dashboard provides comprehensive information about each return transaction. Here is a detailed breakdown of all the elements and fields you see on the screen:
Return Name
Return Name (what3words): This unique identifier for the return transaction is generated by At Last using the what3words system. It helps in tracking and managing returns efficiently.
Statuses
Shipping: Indicates the current status of the shipping process for the return. It shows whether the return item has been shipped back.
QA: Indicates the current status of the Quality Assurance (QA) process.
Refund: Indicates the current status of the refund process.
Return: Indicates the current status of the overall return (Open, Closed, Review)
Return Information
Date: The date when the return was initiated.
Total: The total amount involved in the return.
Items: The number of items being returned.
Payment: Indicates any upfront payment applied to the return.
Refund: Shows the refund method selected (e.g., Original method, Store Credit).
Created by: Indicates who initiated the return (e.g., Customer, Admin returns).
Order Information
Order: The order number associated with the return.
If an order is created manually there will be a small tooltip to indicate this
Placed / Fulfilled: The date the order was created or fulfilled
Customer: The email address of the customer who initiated the return.
Merchant: The merchant associated with the return.
Shipping Information
Shipping Status: Indicates the current shipping status of the return (e.g., Ready).
Tracking Link: Provides the tracking number and link for the return shipment.
Carrier: The carrier handling the return shipment (e.g., Evri).
View Label: Options to view the shipping label in printable or QR code format.
Customer address: The address of the customer
Quality Assurance (QA)
Items in Return: Detailed view of each item being returned, including the reason for return and SKU.
QA Assessment
QA Preview: This section allows the QA team to review the items and mark their status.
QA Status: Displays the current status of the QA process (e.g., Not started).
Item Breakdown: Shows the status of each item (e.g., Pass or Fail).
Actions for QA
Pass/Fail: Options to mark the items as "Pass" or "Fail."
Pass: Marks the item as meeting quality standards.
Fail: Marks the item as not meeting quality standards.
Select Fail reasons from the list of: Damaged, Expired, Item missing, Not returnable, Signs of use and Wrong item.
Accept QA: Finalize the QA assessment for the return.
This will update the QA status in the main returns tab grid to Accepted
Reject QA: Finalize the QA assessment for the return
This will update the QA status in the main returns tab grid to Rejected
The QA type can also be changed to "Grade A/B/C or Fail": A more detailed assessment where items can be graded as "A," "B," "C," or "Fail". Please see the article on How to Configure and Use the QA Type in the At Last Dashboard
By understanding and utilising these features, you can efficiently manage and track the return process, ensuring high-quality standards and a smooth workflow.
New Items (Exchanges)
Here you'll see an exchange if the customer has requested one. Depending on which exchange flow you have enabled in the exchanges configuration - you'll either be able to click the Release Exchange button which will move the draft exchange order to an unfulfilled state, ready for your warehouse team to process. Or you'll see a Refund and Release Exchange button which will action the refund and update the existing order by releasing the exchange items to an unfulfilled state.
When releasing a draft order exchange we will automatically check beforehand if the request has enough stock available, if not it will fail and indicate this on the page. You can wait until the stock becomes available and then try the release exchange button again.
Adding Comments to a Return
You can use comments to collaborate with your team directly within a return. This is useful for sharing notes, flagging issues, or keeping track of updates.
Add a comment
1. Open the return you want to view.
2. Scroll to the Comments section at the bottom of the page.
3. Enter your message in the comment box.
4. Click submit to add your comment.
Reply to a comment
1. In the Comments section, find the comment you want to respond to.
2. Click Reply.
3. Enter your response.
4. Click submit.
Your comment will appear in the thread, making it easy for your team to follow the conversation.