When you approve a return, one way to get the items back is to send one of your own delivery guys. The agent sees the pickup in the delivery app, collects the items from the customer and hands them in at the shop.
Assign the pickup
You assign it from the return in the panel. Under Send our delivery agent to collect it, choose an active delivery guy and select Assign delivery agent. The return's status becomes Pickup scheduled. The steps are in Get the items back.
The agent gets a notification titled "New return pickup" that names the return and the order.
What the agent sees
The app lists only the returns assigned to that agent: open ones by default, and completed ones on request. Each pickup shows:
- the return number, its status and your shop's name,
- the order number, the customer's name and phone, and the delivery address with its map location,
- the items to collect with their quantities,
- the customer's reason and note,
- when it was assigned, collected and received.
It shows no prices and no refund amount. The agent collects items, not money.
The two steps
| Step in the app | Allowed when | Status afterwards |
|---|
| Collected from the customer | The return is Pickup scheduled | On its way back |
| Handed in at the shop | The return is Pickup scheduled or On its way back | Received by the shop |
Each step is written to the return's history with the agent's name. Repeating a step that is already done changes nothing.
If the customer returned several requests in one parcel and they are linked, collecting or handing in one moves the others assigned to the same agent too.
After hand-in, you check the items in the panel. See Receive and inspect.
If the return is cancelled or reassigned
- A return cancelled before the agent collects it is taken off their list. The agent gets a notification titled "Return pickup cancelled" saying there is no need to collect it.
- If you reassign the pickup to another delivery guy, the first agent can no longer open it.
Messages the agent may get
| Message | Cause |
|---|
| "This return pickup is not assigned to you." | The pickup was reassigned, or a courier pickup was booked for the return instead |
| "This return was cancelled: nothing to collect." | The return was cancelled or rejected |
After a plan change
An agent can still finish the pickups assigned to them if your plan no longer includes the Delivery app feature.
