Creating your Unique Brand Returns

Creating Your Unique Brand Returns

Creating a distinct returns experience for each of your brands is quick and effortless. Start by assigning your brand a name, a short definition (useful for internal organisation), and uploading a logo that reflects your visual identity

Once your brand is created, the system will automatically generate a unique branded returns portal link. This link is your brand’s dedicated returns interface - your customers will use it to initiate returns

How It Works for Customers

Customers visiting this portal simply enter their email address and order number to log in

Once inside, they can:

• View all eligible items in their order

• Select the products they wish to return

• Choose a return reason

• Submit the return request

You have full control over how returns are handled:

• Enable automatic approvals to streamline the process and reduce admin

• Or opt for manual approval if you need to review specific return types - such as items where the cost of return may exceed the value of the product

Brand Dashboard

Once a brand is set up, you’ll have access to the Brand Dashboard; a tailored version of the main account dashboard that displays brand-specific data, including:

• Orders

• Returns Booked

• Returns In Transit

• Returns Completed

• Brand-specific Account Settings

You can also easily edit brand information, delete a brand, or switch between dashboards for a seamless, centralised experience

Brand Settings

Each brand comes with its own fully customisable Brand Settings page, giving you granular control over every aspect of the returns experience

Here’s a breakdown of what you can configure:

Brand Profile

• Edit the brand’s name, definition, and logo to reflect your identity

Customise Your Returns Page with HTML Templates

Make your brand shine by customising the look and feel of your hosted returns page using your own HTML templates. Whether you prefer a sleek corporate style or a bold, colourful design, you have full creative freedom to match your brand identity

• Create as many templates as you need, and switch between them effortlessly to suit campaigns, seasons, or brand updates
  
  You’ll start with three basic templates, which you can:

  • Duplicate

  • Edit

  • Delete

  • Set as active or inactive

    

  Click to maximise the image

• Click the pencil icon to edit the HTML directly, and use the Preview button to see your changes instantly - either in a pop-up window or in a new tab via your brand’s unique returns URL

  
  

  

Invitations

• Invite users to collaborate on this specific brand - ideal for multi-brand teams

Users

• View and manage users who have access to the brand dashboard and settings

Create a Return Reason

Define the reasons customers can select when returning an item. Each reason can be customised with optional requirements to help you better understand and manage returns

• Reason Name
  Give the return reason a clear, recognisable name (e.g. Wrong Size, Damaged Item, Changed My Mind)

• Photo Upload (Optional)
  Enable this option if you'd like customers to upload a photo to verify the issue - ideal for damaged or incorrect items

• Additional Input (Optional)
  Ask customers to provide extra information when needed, such as the condition of the item or a description of the issue

This helps streamline your return process while giving you the context needed to take action quickly and accurately

Sales Channels

Seamlessly connect your brand to sales platforms - such as marketplaces and e-commerce sites - to automatically sync order data for efficient return processing

What This Does

By connecting a sales channel, the system can automatically retrieve order information, making it easier for customers to initiate returns and for your team to manage them with minimal manual input

Sales Channel Setup Guide

Sales channels are configured through a secure integration page powered by our system partner, Neuro. When you access this section, you’ll be redirected to Neuro’s setup interface to complete the connection

To complete setup, you’ll need:

• A valid account with the chosen sales platform (e.g. Shopify, Amazon, WooCommerce)

• The appropriate login credentials or API keys

Important Setup Notes

• You may see configuration options unrelated to returns - such as stock or product management - These can be ignored

• Focus only on:

  • Order Management

  • Channel Authorisation

These are the only areas required to enable return functionality

We’re actively working on refining this process to make it even more focused on returns in future updates

Return Address

• Specify where returned items should be sent (can be unique per brand or shared)

Advanced Settings

• Control automation preferences (auto/manual approvals)

• Set up manual integrations using Neuro API keys

Notifications

Email Templates

• Customise the content of all return-related emails sent to your customers (confirmation emails, approval notices, etc)

• The templates are fully customisable, add your logo, choose the structure and then add and edit your content. You have full control

Available Variables

{{customer_name}} - Customer’s full name

{{customer_address}} - Customer’s address

{{brand_name}} - Brand associated with the return

{{order_number}} - Original order number

{{return_number}} - Return request identifier

{{products_to_return}} - List of products included in the return

{{return_approved_notes}} - Notes regarding return approval

{{return_rejected_notes}} - Notes regarding return rejection

{{tracking_number}} - Shipment tracking number

{{courier_service}} - Courier handling the return

{{return_label_url}} - URL link to the return shipping label

Email Samples

Use the following examples as a starting point when creating your email templates. Each sample includes dynamic variables to personalise the message based on customer and return data & there are more variables below for you to choose from

Example
Plaintext & HTML
Copy

1. Return Approved

Subject:Your Return Request Has Been Approved – Return #{{return_number}}

Body:Hi {{customer_name}},
We’ve reviewed your return request for Order #{{order_number}}, and we’re happy to let you know it has been approved.

Return Details:

Return Number: {{return_number}}
Courier: {{courier_service}}
Tracking Number: {{tracking_number}}
Products to Return: {{products_to_return}}
You can download your return label using the link below: 
Download Return Label

Notes from our team: {{return_approved_notes}}

Thank you for shopping with {{brand_name}}. If you have any questions, feel free to contact us.

Best regards,
The {{brand_name}} Team

2. Return Request Received

Subject:We’ve Received Your Return Request – Return #{{return_number}}

Body:Hi {{customer_name}},
Thanks for submitting a return request for Order #{{order_number}}. We’ve received your request and our team is currently reviewing the details.

Return Summary:

Return Number: {{return_number}}
Products to Return: {{products_to_return}}
Submitted From: {{customer_address}}

You’ll receive an update once your request has been reviewed. In the meantime, feel free to reply to this email with any questions.

Thank you for choosing {{brand_name}}.

Warm regards,
The {{brand_name}} Team

3. Return Rejected

Subject:Update on Your Return Request – Return #{{return_number}}

Body:Hi {{customer_name}},
We’ve completed the review of your return request for Order #{{order_number}}. Unfortunately, the request has been rejected based on the information provided.

Return Number: {{return_number}}
Products to Return: {{products_to_return}}
Reason for Rejection: {{return_rejected_notes}}

If you believe this was in error or would like to discuss your case further, please contact our support team. Thank you for understanding,

The {{brand_name}} Team

Notifications

• Create as many notifications you need for any specific even that may be triggered that you would like to respond to

• Set up alerts and notifications for return events and attach them to the email templates you created earlier

• Click on the Play button in actions, then you can enter your email address and send it to yourself or someone as a test before you use it

History

• View a full log of all emails sent for auditing and support purposes

Returns Courier Configuration

Connect and manage your courier integrations to automate shipping label generation

Courier Configuration Setup Guide

Configure and manage couriers to enable return label generation for your brand

1. Choose a Courier
   Select a courier from the list that supports return label services

2. Select a Preset
   Pick from available return service presets offered by the selected courier

3. Authenticate
   Enter your courier account credentials to enable return services and save your selected presets

4. Set Defaults for Label Generation
   Assign a default courier and preset for your brand. These will apply automatically if no shipping rules are configured or no matches are found

5. Manage Configurations
   You can edit, update, or remove courier settings at any time

Shipping Rules

• Set smart rules to govern how returns are handled - such as blocking return approvals for low-value items, or routing returns differently based on product type or region

• Choose which Failover Service you would like to use if you ever need to use an alternative courier

This comprehensive yet flexible setup ensures that each of your brands can deliver a tailored, professional, and efficient returns experience - while keeping everything under your control

Whether you're managing one brand or a portfolio of many, Returns makes the process smooth, scalable, and customer-friendly

For additional support, contact the Voila Support Team