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Returns with pixi Mobile

You can directly process items that were sent back by customers using the "Return" program. Return reasons can be entered per item as well as additional information which might help at some later point when processing the return in customer service. The processed items can directly be put into a bin.

See more information regarding returns in pixi here.


Advanced Search

Before being able to work on a return, you need to find and enter the invoice number that fits to the package the customer returned.
In case the customer didn't put any return note into the package, you can use the Advanced Search functionality to find the needed invoice.

  1. Select the program Return from the list of programs.

  2. Tap Advanced Search.

  3. Narrow down the results using the filter criteria and tap Search. The following parameters are available:

    • Customer Name: You can search for the full customer name or also only for parts of it.

    • City

    • Zip Code

    • Shop Order Number

    • Return Tracking ID

    • Date From ... To: Enter the date the invoice was created.

    Note: Customer Name, City and Zip Code are shipping address information.

  4. In the last step the results are displayed (max. 100).


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Processing a Return Case

Processing a return is done in several steps:


Open the Invoice

  1. Scan or enter the Invoice Number or Return Tracking ID, for which one or more return cases should be created. You can also search for invoices using the Advanced Search functionality.
    Additionally, a list of all Open Returns (in status NEW) is shown on this screen. This list shows all return cases that are currently open. Also returns that are currently being processed by others are shown here.
    Select a return to continue working on it.

  2. In case one or more returns already exist for the scanned invoice, a list of all Open Returns (status NEW) is now shown. Also, this list contains all open returns for the scanned invoice that have been opened but not finished, yet. You can then either select a return to finish it or create a new return.


Select the Item

  1. A list of items that belong to the invoice is now shown.
    Items that already have been returned (in case another return was created for this invoice) are marked with Return created and are greyed out.
    Scan an Item Barcode or select an item from the list to return it.
    You can also tap the Complete Return button to return all items of the invoice in one go. Step 6 is skipped in this case.
    Attach Images allows you to attach images by either opening the Gallery or the camera to take screenshots directly.

    Note: As soon as one item of the invoice has been returned, the Return Number is additionally shown next to the Invoice Number.

Select the Return Reason

  1. Select the Return Reason that has been provided by the customer.
    If all return reasons have been disabled, this screen is skipped.
    If only one is enabled, it is also skipped and the only active reason is automatically used for the return.
    Further down, the Item Info shows additional information of the scanned/selected item.

    Return reasons can be managed in the pixi Web application: Manage Return Reasons

Enter Comments

  1. Enter the Comment that has been provided by the Customer.
    You (as a User) can also enter a Comment to help further processing of the return, e.g. letting the customer service department know that this item needs to be handled in a special way.
    Declare an item as Special Case to highlight it in the list of return lines in the pixi Web application > Customer Service > Returns.
    Item Info is also shown here.

    The focus is automatically set to the User Comment field. With this, you can just scan texts like "Replacement". If Special Case is enabled additionally, then the customer Service department immediately knows the customer does not wish a refund but wants to have a replacement item.

Select the Item Classification

  1. Select the Item Classification to let other employees (e.g. responsible for creating the refund) know whether the item is:

    • OK

    • Damaged or

    • needs a Quality Check.

Put the Item to Stock

  1. Now enter the returned item Quantity and scan the Bin, on which the item should be put to stock.
    With the help of the Suggested Bins you can see where this item is already on stock and if there is an empty bin to use for the item. You can tap the bin to use it for the stock movement.

    If this was done, a new return case in status NEW gets created in the pixi Web application > Customer Service > Returns.

  2. Enable the "Print item label" option, if you would like to trigger the pixiEXReturnLineToPrint pixi Messaging event after the stock movement was done. You can use the event to trigger printing the label.

  3. You can now return additional items of the invoice until all items have been processed.

Note: You can define a Returns location. You can put damaged items or items that need to be checked to the bins of this location, so the stock is not exported to connected channels.


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Taking Pictures

As soon as step 7 from Put the Item to Stock has been completed, you can take pictures of the return package/documents or returned items and add them to the return case. Completing step 7 for at least one item of the return is necessary, so a return in status NEW gets created which is needed for attaching pictures.

Note: For attaching an image with a mobile device with an Android version lower than 13:

  • OPEN GALLERY:

    • Requires permission to access photos and media on your device.

  • OPEN CAMERA:

    • Requires two permissions:

      • one to take photos and videos, and

      • another to access photos and media on your device.

Android 13 or higher does not require permission.


This is how you take pictures:

  1. Return at least one item from the invoice to create a return in status NEW.

  2. Go to the 3 dots menu .

    Note: Depending on the connection quality of the mobile device, it could take a few moments until the pictures are shown in the Web application.

    • You can now either add images from the gallery using Open Gallery and then selecting the photos you want to add to the return case or

    • Use the Open Camera button to open up the camera taking a picture which is then added to the return case.

  3. After images have been added to the return, you can only add new pictures using the options.

After they have been added in pixi Mobile, they are also shown in the pixi Web application > Customer Service > Returns > Return Details > Pictures.

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Deleting Pictures

Pictures that have been added to the return case can be deleted which will also delete them from the return case shown in the pixi Web application > Customer Service > Returns > Return Details > Pictures. Returns have to be in status NEW to be able to delete pictures.

  1. Open the return in pixi Mobile program Returns.

  2. Go to the 3 dots menu and tap Attach Images.

  3. Now all pictures are shown that have been added to the return case.

  4. Tap and hold a picture for about 1 second to bring up the message for deleting the picture.
    Confirm it with Yes and the picture will be deleted.



Finishing a Return Case

If all items have been processed, you can close the return case with > Finish Return Case.
The return case status then switches to REC (Received).

Info: Make sure the stock movement type with ID "1002" is matched to the process "pixi Mobile" before finishing a return. Otherwise the return cannot be finished!
Read more: Tracking Stock Movements


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