Returns

Returns API

Introduction

The Returns resource inside the Retailer API allows you to manage all return related activities that are concerned with the (physical aspects of) customer returns. It provides detailed information on returns that are registered by a customer or customer service, allows you to process returns or to create a return on behalf of the customer. Within the return related data, you can find feedback that was provided by you or one of our warehouses (in case of Logistics via bol.com).

Return structure

A return request is identified by a return-id. 1 return can contain 1 or more return item(s), that are identified by an rma-id. Actions that you perform on the API are always on a specific item within a return.This means that you will always provide feedback on rma-id level, and not on return-id. If you create a new return, the API will automatically create a return-id and an rma-id for you.

Retrieve returns

The retrieve returns endpoint retrieves a list of returns for the retailer, that are registered by either the customer or customer service. In version 4, you can also create your own returns. These are also visible through this endpoint. The get returns endpoints allows you to filter on handled returns (true or false). Handled returns are returns that are already handled by you. Unhandled returns are returns that still require an action from your side. In addition to handled, you can use the fulfilmentMethod parameter to either filter on FBB (LvB) returns or FBR returns. Once feedback is received on a specific return item, it will be processed and change the return status to HANDLED.

Get return by return id

The get a return by return id allows you to retrieve all the details of a single return. A single return can contain 1 or more return items, that are identified by a return id.

Handle a return

You can use this endpoint to handle a return that was received form the sender. Be advised that handling a return is always per single return item (using an rma-id). As a partner you can specify how the state of the return must be registered and depending on the handling result supplied the customer will receive his/her money back. This action will eventually lead to one or more processing results. A processing result is closely related to the supplied handling result and can either be:

  • ACCEPTED, meaning the return is accepted

  • REJECTED, meaning the return is rejected

  • CANCELLED, meaning the return is cancelled

Create a return

Creating a return allows you to create a return on behalf of the customer. You can create a return in case the customer sent the product to you, without registering it itself. With this endpoint, you can therefore create a new return and credit the customer in case the return was properly received. By creating a return, it will also become visible for the customer itself.

In order to create a return, you need to supply the order-item-id (that you will find on the package), the amount of quantity that has been returned by the customer, and the way you want to handle this return. In case you want to handle items differently, you can create 1 or more return requests. Please be aware that you can never create more returns than the amount the customer originally ordered.

When creating a return, the customer will receive feedback on this through e-mail.

Return handling results

Table 1. Available handling results and effects
Is used by Handling result Meaning Processing result Refunded through bol.com?

Bol.com and retailer

RETURN_RECEIVED

Return is received as expected and approved.

ACCEPTED

Yes

Bol.com and retailer

EXCHANGE_PRODUCT

In consultation with the customer, the product will be exchanged or replaced.

ACCEPTED

No

Bol.com and retailer

RETURN_DOES_NOT_MEET_CONDITIONS

Return did not met the expectation/condition.

REJECTED

No

Bol.com and retailer

REPAIR_PRODUCT

You will take the lead in repairing the product for the customer.

ACCEPTED

No

Bol.com and retailer

CUSTOMER_KEEPS_PRODUCT_PAID

Customer is allowed to keep the product.

CANCELLED

No

Bol.com and retailer

STILL_APPROVED*

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_KEEPS_PRODUCT_FREE_OF_CHARGE

Customer is allowed to keep the product with no costs.

ACCEPTED

Yes

Bol.com

RETURN_ITEM_LOST

Somewhere on it’s way back to the seller the return item was lost

ACCEPTED

Yes

Bol.com

EXPIRED

The time between registering a return and sending it back took more than 21 days. The return is therefore cancelled.

CANCELLED

No

Bol.com

EXCESSIVE_RETURN

Feedback with more quantity than ordered was supplied.

ACCEPTED

No

Bol.com

STILL_RECEIVED

The return was reported lost but was still received.

ACCEPTED

No

Bol.com

CANCELLED_BY_CUSTOMER

The customer decided to cancel his/her return

CANCELLED

No

Bol.com

FAILED_TO_CREATE_SHIPPING_LABEL

The transporter failed to create a shipping label. The return is therefore cancelled.

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).

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.

Table 2. Return reasons and details.
Reason Details

INCORRECT_PRODUCT_INFORMATION

Incorrect information on website

WRONG_SIZE_ORDERED

Customer ordered wrong size

WRONG_ARTICLE_RECEIVED

Wrong item delivered to customer

ARTICLE_DAMAGED

Article was damaged when received

ARTICLE_BROKEN

Article is not working or is broken

ARTICLE_DELIVERY_TOO_LATE

Item not delivered in time

ARTICLE_INCOMPLETE

Part(s) missing for the item

WRONG_ARTICLE_ORDERED

Customer ordered wrong article

OTHER

If no other reason is applicable