Returns
Version 3 of the Retailer API has been deprecated. Please migrate to the V4 API as soon as possible. |
We recommend you to use the most recent API version for returns. Version 3 will remain working until its retirement but doesn’t support multi-item returns. Please take a look at returns for version 4 as described here. |
Introduction
The Returns API is responsible for all return-related actions that have to do with the physical aspects of customer returns. It will provide detailed information on returns registered by a customer or customer service and will handle the feedback provided by retailers or warehouses on received returns. A return - identified by an rmaId
- can have only one return-item. A seller can handle a return by sending feedback on the received return. When supplying feedback a handling result - which will say something about the state in which the return was received - needs to be sent. Several handling results are available.
Bol.com offers several different endpoints for returns management, starting with a summarized list of return IDs to reduce the load of each request. Get single return can be used to view detailed information of a specific return. It is possible to retrieve handled and unhandled returns using the available parameters.
Retrieve returns
Retrieve returns: returns a list of registered returns.
The get returns endpoint retrieves a list of returns for the retailer that are registered by either the customer or customer service. The handled-indicator applies filtering to show handled or unhandled returns. The fulfilment-method can be used to either filter on FBB (LvB) returns or FBR returns. A handled return is a return for which feedback with a handling result has been received. Once feedback is received it will be processed and almost immediately will change the return to HANDLED
.
Retrieve return by rmaId
Retrieve a return: returns a single return based on its rmaId
.
Get a return by rma id retrieves return information for a specific rmaId
.
Handle a return
Handle return: confirm receipt of returned goods and update the return status.
You can use this endpoint to handle a return that was received form the sender. As a seller you can specify how the state of the return should be registered and depending on the handling result supplied the customer will get his/her money back.
The Refunded column shows whether the customer was refunded through bol.com. |
Once a return has been handled by the seller the supplied handling result will be stored and processed. This will eventually lead to one or more processing results. A processing result is closely related to the supplied handling result. A processing result can contain:
-
ACCEPTED
: the return is accepted -
REJECTED
: the return is rejected -
CANCELLED
: the return is cancelled
Handling results explained
Is used by | Handling result | Meaning | Processing result | Refunded through bol.com? |
---|---|---|---|---|
Bol.com and retailer |
|
Return is received as expected and approved. |
ACCEPTED |
Yes |
Bol.com and retailer |
|
In consultation with the customer, the product will be exchanged or replaced. |
ACCEPTED |
No |
Bol.com and retailer |
|
Return did not met the expectation/condition. |
REJECTED |
No |
Bol.com and retailer |
|
You will take the lead in repairing the product for the customer. |
ACCEPTED |
No |
Bol.com and retailer |
|
Customer is allowed to keep the product. |
CANCELLED |
No |
Bol.com and retailer |
|
In consultation with the customer, the return is still approved after an initial rejection. With this handling result, you can still refund the customer. |
ACCEPTED |
Yes |
Bol.com |
|
Customer is allowed to keep the product with no costs. |
ACCEPTED |
Yes |
Bol.com |
|
Somewhere on it’s way back to the seller the return item was lost |
ACCEPTED |
Yes |
Bol.com |
|
The time between registering a return and sending it back took more than 21 days. |
The return is therefore cancelled. |
No |
Bol.com |
|
Feedback with more quantity than ordered was supplied. |
ACCEPTED |
No |
Bol.com |
|
The return was reported lost but was still received. |
ACCEPTED |
No |
Bol.com |
|
The customer decided to cancel his/her return |
CANCELLED |
No |
Bol.com |
|
The transporter failed to create a shipping label. |
The return is therefore cancelled. |
No |
(*) This handling result is only accepted when the announced return was initially rejected by the partner (using handling result 2, 3, 4 or 5 from the table above).
Processing results
Field indicating whether a return item was accepted or not. Possible values: ACCEPTED
, REJECTED
and CANCELLED
. This field is closely related to HandlingResult.
Return reasons
During registration of a return item a customer can enter a reason why the item is returned. This return reason is optional and a customer can choose to leave this field empty.
If a customer specifies the reason why the item is returned, one of the following return reasons can be selected:
Reason | Details |
---|---|
|
Incorrect information on website |
|
Customer ordered wrong size |
|
Wrong item delivered to customer |
|
Article was damaged when received |
|
Article is not working or is broken |
|
Item not delivered in time |
|
Part(s) missing for the item |
|
Customer ordered wrong article |
|
If no other reason is applicable |