Returns - Receiving Return Requests and Accepting the Physical Return

Overview

Customers can request a return within Google Shopping Actions and the return request will get sent to Logicbroker. All return requests will be processed on a 4 hour schedule by default, once a return is received a response can get created within Logicbroker to issue the refund. Refunds can be issued with or without the return request, and the total amount of the refund can be edited for each item in Logicbroker. 

The return request functionality will operate like an RMA process, where the return is initiated by the end customer from Google Shopping, providing carrier and tracking details on the expected return. This information will send to Logicbroker, and remain in the Under Review status.

Once the physical return is received, it is expected to provide a response accepting the return with a refund amount. This should fit in to your normal return integration process with Logicbroker. Once the return response is sent the original Return request will go to a status of Response Received.

See additional sections below for:

• Creating Test Returns
• Field Descriptions
  • Return Request (From Google Shopping)
  • Return Response (From Logicbroker)

Process Flow

Below represents the process of a return initiating from Google to Logicbroker, then accepting the return and providing a refund response back to Google.

Creating Test Returns

Currently, the only way to create return requests is to create them through the Google API; contact Logicbroker if you wish to create those return requests.

For testing purposes, you can still send return responses to process refunds. To do this begin by creating your order (follow steps here) and shipment (follow steps here). 

Once you create your order is marked as Complete in Logicbroker, navigate to it and you can click More Actions > Return Items

On the return draft page, you will need to enter the Quantity Returned, Return Reason, and Refund_Amount. The Refund_Amount will be the total refunded to the customer. 

For the Return Reason, you can use the Logicbroker standard reasons that can be found in the portal drop down. They map to the following Google Shopping reasons below.

Field Descriptions

Return Request (From Google Shopping)

Listed below are all the fields sent from Google to Logicbroker. This will help understand your integration and what information will be expected from Google Shopping. 

Return Response (From Logicbroker)

Below are all the fields that will process from Logicbroker to Google Shopping, that will update and refund the end customer.