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You’ve now got more options when it comes to issuing refunds. In addition to utilizing Returnly’s auto-settlement feature to refund shoppers after a return has arrived to your warehouse, you can now choose to automatically refund shoppers the moment they drop their packages off at the carrier!
Prioritize your customers getting refunded sooner and build deeper trust and brand loyalty in the process.
It's a preference for some merchants to automatically issue a refund to their customer when the RMA tracking label is scanned, indicating that the packing is in-transit back to the merchant. Enabling the Refund RMA upon Carrier Scan setting is desirable because it increases customer satisfaction by delivering full refunds to shoppers sooner in a fully automated manner.
If you choose to enable this feature, you’ll be giving up the ability to verify the contents of each package before issuing your customers a refund. All items in the RMA will be fully refunded as soon as the label is scanned by the carrier. Returnly will not not assume liability for fraudulent returns.
How it Works
If the feature is enabled, then whenever the status of an RMA gets updated to "In Transit", the refund is automatically issued at that point. Basically, the shopper skips the entirety of when the package is actually in transit, which is highly variable in length and may come across unforeseen issues and delays, which can lead to a refund issuance that spans over a long period of time. RMAs that skip the "In Transit" status won't be automatically refunded, and thus goes through the normal path.
When Refunding an RMA upon Carrier Scan is on, it ignores existing auto-settlement settings.
How Do I Enable This Feature?
Contact your Customer Success Manager (if you were assigned one) to enable this free, new feature. However, if you aren't on an annual subscription plan, reach out to our merchant care team at support@returnly.com to get this feature enabled.
Frequently Asked Questions
Q: Does Returnly still take responsibility for fraudulent returns when refund on scan is enabled
A: No. With this setting enabled, all items in the RMA will be fully refunded as soon as the associated shipping label is scanned by the carrier. The shopper may omit items from the package, include damaged items, etc, and will still receive a full and immediate refund once the label is scanned. Upon receipt of the package, the you'll receive no recourse from Returnly to recoup funds from a fraudulent shopper.
Q: Does refund on scan affect Returnly Credit?
A: Merchants who have Returnly Credit enabled will still be able to use the Refunding an RMA upon Carrier Scan feature. The money flows will not be effected, but there is a possibility that you may see a decrease in Credit usage. Since customers will receive their refund at the moment their return label is scanned, it may decrease the amount of time that Credit is available for those customers.
Q: Can Refunding an RMA upon Carrier Scan be enabled with Exchange on Scan?
A: Yes. For RMAs with an associated outstanding exchange order, the exchange order is placed successfully before issuing a refund.
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RMAs with fulfilled exchange orders should be automatically refunded for the outstanding potential
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RMAs where an exchange fails due to out of stock inventory should follow the Exchange on Scan behavior for out of stock quantity.
Q: Can refund on scan be enabled with Green Returns?
A: Yes. The Refunding an RMA upon Carrier Scan feature will automatically initiate a refund if an RMA transitions to an "In Transit" status. For all RMAs that do not transition to an "In Transit" status (eg: Green Returns, In-Store Return, Carrier Error), the existing behavior will continue to apply, which is likely the auto-settlement path.
- To learn more about auto-settlement, please visit this page.
