# Customer journey When a customer wants to return an item, they visit your store's return page. This is a branded page hosted by ParcelWILL that you add to your store — typically linked from your navigation, order confirmation emails, or footer. The page is entirely self-service. Customers don't need to contact you to start a return. {% hint style="info" %} The return page must be added to your store before customers can access it. See [Add return page to store navigation](https://parcelwill-returns.gitbook.io/help-center/return-page/add-return-page-to-store-navigation) and [Add return widget to customer account](https://parcelwill-returns.gitbook.io/help-center/return-page/add-return-widget-to-customer-account). If you’d like to test the return flow, you can try it directly in [our demo store](https://parcelpanel.myshopify.com/apps/parcelpanel-returns/). {% endhint %} ## How customers submit a return Once a customer lands on the return page, they go through the following steps: {% stepper %} {% step %} ### Look up the order The customer visits your return page and sees the **Return Center** login screen. How they look up their order depends on the **Order lookup method** you have configured in **ParcelWILL app > Return page > Rules**. {% tabs %} {% tab title="Order + Email or phone" %} The customer enters their **Order Number** and the **Email address or phone number** used at checkout, then clicks **Start Your Return**.

{% endtab %} {% tab title="Email + Email verification code" %} The customer enters their **Email address** and requests a one-time **Verification code** sent to that email, then clicks **Start Your Return**.

{% endtab %} {% endtabs %} {% hint style="info" %} You can change the order lookup method at any time in **ParcelWILL app > Return page > Rules > Order lookup method**. The return page updates immediately. {% endhint %} {% endstep %} {% step %} ### Select items to return After a successful lookup, the customer sees their eligible order items. They select the item(s) they want to return or exchange and enter the quantity. Items that fall outside your return window or are excluded by your return rules will not appear as selectable.

{% endstep %} {% step %} ### Choose a return reason For each selected item, the customer picks a return reason from the dropdown (e.g., "Wrong size," "Item damaged," "Changed my mind"). If your settings allow it, they can also upload photos or add a note.

{% endstep %} {% step %} ### Choose a resolution The customer selects how they would like the return resolved, based on the options you have enabled in your return settings: * **Refund** — refunded to the original payment method, store credit, gift card, or other method * **Exchange** — swap for a different size, color, or item

{% endstep %} {% step %} ### Select a return shipping method The options shown here depend on which return shipping methods you have enabled in **ParcelWILL app > Return settings > Return shipping methods**. Methods that are toggled off will not appear to customers. Options may include: * **Merchant label** — you provide a prepaid return label. The customer prints it and ships the item. * **Ship on your own** — the customer arranges and pays for their own return shipping. * **Green returns** — the customer keeps the item and no physical return is needed. You still issue the refund or resolution. * **Pickup** — you arrange a pickup from customer. A courier picks up the item from the customer's address.

If the customer chooses Pickup

After selecting **Pickup**, the customer is taken to a **Check pickup address and time** screen to confirm their collection details before submitting. he screen shows three sections: * **Pickup carrier** — the carrier assigned for pickup (e.g., USPS), shown as read-only * **Pickup address** — the customer's collection address and contact information (email and phone). The customer can edit this by tapping the pencil icon, which opens an **Edit pickup address** form with fields for apartment/suite, street address, city, state, zip code, email, and phone * **Pickup time** — the scheduled pickup date and time window. The customer can edit this by tapping the pencil icon, which opens a **Select pickup time** dialog with a date picker and a time slot dropdown * If the customer selects a holiday or weekend as the pickup date, USPS will automatically postpone the pickup to the next available time.

What consumers see-Fill in Pickup address and time

What consumers see-After the merchant approves

What consumers see-USPS Pickup request confirmation email

{% endstep %} {% step %} ### Review and submit The customer reviews their selections and clicks **Submit**. They will see an on-screen confirmation and receive an email notification that their request has been submitted, if you have enabled this notification.

The request appears in your **ParcelWILL app > Returns & exchanges** queue with a status of **Pending Review**.

{% endstep %} {% step %} ### After approval — complete the return Once you approve the request, the customer receives a notification (if you have enabled this notification) with next steps — including return shipping instructions if applicable (e.g., a prepaid label, pickup schedule, or instructions to ship on their own). The customer can check the status of their request at any time by returning to your return page and looking up their order again.

If the customer chose Ship on your own

After approval, the customer needs to ship the item back themselves and submit their tracking information. On the **Return request status** page, the customer clicks **Enter shipment details**, which opens an **Add tracking** dialog with the following fields: * **Tracking number** — the tracking number from their chosen carrier * **Search carrier** — select the carrier used to ship the item * **Provide proof** (optional) — upload a file as proof of shipment (max 10 MB)

The customer can check their request status at any time by returning to your return page and looking up their order again. {% endstep %} {% endstepper %} ## What customers see based on your settings The return page adapts to the rules you configure. Here are a few things that affect the customer experience: * **Return window** — customers can only submit requests within the return window you set. The return page shows this deadline (e.g., "You have a maximum of 30 days from the date of your purchase to make a return.") * **Return policy link** — a **View the full return policy** link appears on the login screen, pointing to the policy URL you have configured * **Resolution options** — only the refund and exchange methods you have enabled will be shown to customers * **Return shipping method** — the options available to customers (e.g., ship on their own, green return) depend on your return settings

## Need help? 🌻 If you have any questions, feel free to reach out to [our support team](mailto:returns@parcelpanel.ltd). --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://parcelwill-returns.gitbook.io/help-center/getting-started/customer-journey.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.