Introduction to Returns

Note: Returns are available only for Plan-based projects.

If you offer a product rental subscription and a customer wants to cancel, you may want to get the product back. You can arrange this with Return Orders. This article explains where to view Return Orders and how to create them.

For more information about returns, see these related articles:

• Manage Return Orders

• Remind people to return their product after cancelling

Viewing Return Orders

To view all Return Orders for your project, click on Returns in the sidebar.

Returns page in sidebar

To view Return Orders for a specific customer, open that customer's subscription page and scroll down to the Return Orders section.

Return orders on customer subscription page

In both views, you can click on a Return to see all of its details, send shipping labels, complete the return, and more.

Creating Return Orders

There are three ways to create Return Orders:

1. Automatically when two-step cancellation is enabled and a subscription is cancelled

2. Manually by you directly in the Firmhouse Portal or via the API

3. Manually by the customer in the Self-Service Center

Automatic Returns with Two-Step Cancellation

You can find the two-step cancellation option in Settings > Subscription Model.

Two-step cancellation setting

When this option is enabled and a cancellation is initiated, Firmhouse will automatically create a Return Order for all products currently active on the subscription. This applies regardless of how the cancellation was initiated - whether by you in the Portal or API, or by the customer via the Self Service Center.

Manually Creating a Return Order via Portal

You can manually create a Return Order for specific products in a subscription. This is useful when your customer wants to cancel and return one product but wants to keep the rest of their subscription intact.

Steps

1. In your Firmhouse project, go to Customers and find the customer you want to generate a return order for.

2. On the details page of the customer, scroll down and click New return order in the Return orders section.

3. In the dialog that opens, check one or more products you want to initiate a return for. Optionally increase the quantity if the customer is subscribed to more of the same product.

Create new return order dialog

1. Fill out any of the optional fields. These are useful if you want to use these fields in email communication towards the customer, or in an integration with a webhook or an external returns app.

2. Click Create return order. You are now redirected to the created return order.

Customer-Initiated Returns via Self Service Center

You can enable your customers to initiate returns for one or more of their active products via their Self Service Center. See Set up product Returns from the Self-Service center to learn more.