A return in Furgox isn't a loose email: it's a process with its own label, tracking and statuses — like an order, but backwards. Here's what happens from your customer saying “I want to return this” until the item is back in your stock.
Who can start a return
Your customer, from the portal
With the portal enabled, your buyer goes in, finds their order with the number and postcode, picks which items they're returning and why, and the system hands them the label. You don't have to do anything. You set it all up in Configure your returns portal.
You, from the panel
From an order's page, with Generar devolución (Create return), you pick the items and create the return yourself. Handy when the customer wrote to you on WhatsApp or by email and you don't want to send them to a form.
How the parcel comes back
When the return is created we generate a return label and email it to your customer. Returns travel with Mondial Relay (InPost). If they request it in the portal, your customer picks a nearby Punto Pack drop-off point there; if you create it from the panel, the label arrives by email and they can drop the parcel at any Punto Pack. No waiting at home for a courier.
If the item arrived damaged or wrong, this is the part your customer appreciates most: two clicks and a drop-off point five minutes from home.
Return statuses
Solicitada (requested): the request exists, the label hasn't been generated or sent yet.
Etiqueta lista (label ready): your customer has the label and it's their turn to move the parcel.
En camino (in transit): the parcel is in Mondial Relay's network. It changes on its own as soon as the carrier tells us it has moved.
Recibida (received): it has arrived at our warehouse.
En revisión (inspecting): an operator is checking item by item what condition it came back in.
Completada (completed): inspection done. This is when you can refund.
Rechazada or Cancelada: the return didn't go ahead.
Tracking updates on its own
Every 15 minutes we ask Mondial Relay about the returns on their way. Each update —dropped off at the point, in transit, arrived— shows up in the return's history and in the order's, marked as Transportista (carrier). No need to go to Mondial Relay's website to see where it is.
The return moves to Recibida (received) when the parcel is actually in our warehouse, not before: we take that step once it's in our hands.
What a return costs
A return has two costs, and both show without VAT in your pre-invoice:
Return shipping: Mondial Relay's rate for the destination and weight. It's billed when the label is created, because that's when the carrier charges us, even if the parcel is never sent.
Return handling: receiving the parcel, checking it item by item and putting back what can be resold. It costs the same as preparing an order —your tier for the month or your agreed price— and is billed when the return is completed.
Your customer can pay the return shipping: in Portal, under “Who pays for the return shipping”, choose Your customer pays and the portal charges their card before handing them the label. Returns you create from the panel are always billed to you.
And if you have your own Mondial Relay contract, connect it in Settings → Carriers: your returns will go out on your account and we won't bill you the shipping.
What you see on a return
Each return has its own page with the original order, the end customer, the reason they picked, their comment, the items coming back and the history of what's happened.
The refund button is there from the start, but disabled until the return is completed: we don't refund blind before seeing what came back and in what state. What we do during that inspection is covered in What we do when a return arrives.
FAQ
Does the customer pay for the return?
You decide. In Portal, under “Who pays for the return shipping”, choose whether you pay (we bill it in your month) or your customer does (they pay by card in the portal before getting the label). Return handling is billed to you either way. It's all above, in “What a return costs”.
Can I reject a return?
Yes. If the item comes back out of the window, used, or doesn't match what was requested, the return can end up rejected and we note it on its page.
What if the customer never sends the parcel?
The return stays at “label ready” and nothing else happens: there's nothing to receive or refund. If you want it closed, write to us with its reference. If you were paying the return shipping, bear in mind it was already billed when the label was created.
What if they want an exchange instead of the money?
If you've enabled exchanges in your portal, your customer can choose it. Once the return completes you can generate the exchange order from its page.
Got an odd return on your hands? Message us with its RET- reference from the panel chat.