How to Find Returns
Returns management for network sellers involves two distinct categories: customer-initiated returns and carrier-initiated returns. Understanding the difference is crucial for proper handling and expectations.
Customer-Initiated Returns vs Carrier-Initiated Returns
Customer-Initiated Returns (Seller Managed)
What they are: Returns initiated by the end customer for reasons like:
- Changed mind or no longer needed
- Wrong size, color, or product ordered
- Customer dissatisfaction
- Buyer's remorse
Who handles them: You (the seller) manage these returns entirely
- Process return requests through your sales channel (Amazon, Shopify, etc.)
- Provide return shipping labels to customers using Cahoot's Direct Shipment Labels
- Decide on return policies and refund terms
- Choose where customers ship returns (to you, directly to Cahoot, or other locations)
Carrier-Initiated Returns (Cahoot Managed)
What they are: Returns initiated by the shipping carrier due to delivery issues:
- Undeliverable addresses
- Recipient not available after multiple attempts
- Package refused by recipient
- Delivery restrictions or safety concerns
- Damaged packages during transit
Who handles them: Cahoot manages these when shipped on Cahoot's carrier accounts
- Returns automatically go to Cahoot's Returns Warehouse
- Cahoot processes and receives them back into inventory
- Orders are tagged as "Returned to Cahoot" in your dashboard
What Qualifies as Carrier-Initiated Returns
Carrier-initiated returns occur when UPS (or other carriers) cannot complete delivery for specific reasons. Based on UPS policies, packages are returned to the sender address on file when:
Delivery Issues
-
Incorrect or incomplete address information
- Missing apartment/suite numbers
- Wrong street numbers or names
- Outdated or non-existent addresses
- Recipient not available after multiple delivery attempts (typically 3 attempts)
- Package refused by recipient at time of delivery
-
Delivery restrictions or safety concerns
- Presence of aggressive animals
- Unsafe delivery conditions
- Access denied by building management
Address and Location Problems
- Recipient has moved with no forwarding information
- Business closed or no longer at location
- Delivery to restricted areas (some P.O. Boxes, military bases, etc.)
- Incomplete or illegible shipping labels
Package Condition Issues
- Package damaged during transit making delivery unsafe
- Package contents suspected damaged or leaking
- Oversized packages that cannot be delivered to location
Failed Pickup Attempts
- Package held at UPS facility but not picked up within holding period (typically 5-7 business days)
- UPS Access Point pickup not completed within 7 calendar days
How Cahoot Handles Carrier-Initiated Returns
When a carrier-initiated return arrives at Cahoot's Returns Warehouse:
1 Return Receipt
- Returns are delivered to Cahoot's dedicated Returns Warehouse
- Packages are set aside and batched for processing
- Returns are not processed immediately - they are handled when warehouse time is available
2 Batch Processing
- Cahoot processes returns in batches when multiple returns accumulate
- Processing can take several days after delivery to the returns warehouse
- Priority is given to active fulfillment operations
3 Inspection and Sorting
Good Condition Inventory:
- Items in sellable condition are received back into your inventory via inbound
- Quantities are added back to your available stock
- Items return to "Active" status for future orders
Damaged Inventory:
- Items damaged during transit or return process
- Added to a DMG-SKU (damage SKU) in your account
- Damaged items are not returned to active inventory
- You can request removal of damaged items
4 Order Tagging
- The original sales order is tagged "Returned to Cahoot"
- This tag appears on the sales order page and your Shipment Insights report
- Tagging may occur several days after physical return delivery
Finding Your Returned Orders
Method 1: Dashboard Quick View
1 Navigate to your homepage dashboard and find the Shipment Insights section.
2 Look for these metric names for carrier-initiated returns in the last 30 days:
- "Returned to Cahoot" - Orders processed and tagged by Cahoot
- "Returned to Sender" - Orders identified as returned but not yet processed
Method 2: Direct Report Access
1 Navigate to Reports > Other Reports > Shipment Insights.
2 On the Shipment Insights Report, select Show Filters in the top right.
3 Use the filters to search by:
- Metric Name: Select "Returned to Cahoot" or "Returned to Sender"
- Metric Duration: Choose your desired time range
- Click Go to apply filters
When You Need to Replace a Returned Order
If an order needs to be replaced (for example, damaged in transit), you have two options:
Option 1: Direct Shipping Labels
- Ship the replacement yourself using Direct Shipping Labels
- Best for urgent replacements or when you have local inventory
- You control timing and carrier selection
- Can create labels independent of sales orders using Cahoot's shipping rates
Option 2: Fulfill Through Cahoot
- Reimport the order into Cahoot from your sales channel
- Use Manual Import if needed
- Cahoot fulfills as a new order through normal process
- Best when you want Cahoot to handle shipping logistics
Providing Return Labels to Customers
For customer-initiated returns, you may need to provide return shipping labels. Cahoot offers two ways to create return labels:
Creating Return Labels from Existing Sales Orders
If you want to provide a return label for a shipped order:
- Navigate to the original sales order in Cahoot
- Click the Create Return Label button (appears only after order is shipped)
- Address information from the sales order will be pre-populated
- Choose your carrier method and create the label
- Send the return label to your customer
Creating Independent Return Labels
For returns not tied to a specific Cahoot order, or for general return labels:
- Use the Direct Shipments module (Orders Direct Shipments)
- Create shipping labels independently with custom addresses
- Specify return destination (your address or Cahoot's returns warehouse)
- Generate labels using Cahoot's carrier rates
Managing Customer Expectations
For Customer-Initiated Returns:
- Set clear return policies in your sales channels
- Provide tracking information for return shipments
- Process refunds according to your business terms
For Carrier-Initiated Returns:
- Monitor your Shipment Insights regularly
- Proactively reach out to customers about failed deliveries
- Offer replacement shipping to corrected addresses when appropriate
Common Questions About Returns
Q: Why don't I see a "Returned to Cahoot" tag immediately after a carrier return?
A: Cahoot processes returns in batches when time is available. It can take 3-7 business days after delivery to our returns warehouse for orders to be processed and tagged.
Q: What happens to my inventory when a return is processed?
A: Good condition items are received back into active inventory via inbound. Damaged items are added to a DMG-SKU and not returned to active inventory.
Q: Can I expedite the processing of my returns?
A: Returns are processed as warehouse time allows. Contact Cahoot support if you have urgent concerns about specific returns.
Q: How do I handle customer-initiated returns?
A: Customer-initiated returns are managed entirely by you through your sales channels. Cahoot does not handle these unless specifically arranged.
Q: Can I create return labels for my customers?
A: Yes, if you have the Direct Shipments module enabled, you can create return labels either from existing sales orders (using the "Create Return Label" button) or independently through the Direct Shipments feature.
Q: What's the difference between creating return labels from a sales order vs. Direct Shipments?
A: Return labels from sales orders auto-populate the customer's address information and are linked to the original order. Direct Shipments allow you to create independent labels with custom addresses, useful for returns not tied to a specific Cahoot order.
Q: How can I reduce carrier-initiated returns?
A: Ensure accurate shipping addresses, work with customers to provide complete delivery information, and communicate delivery requirements clearly.