5. OmniReturns Account set up

There are several different ways an account can be configured, and this depends on what has been sold to the client. These include:

• Regular Returns account
  SEKO branded portal set up with end-to-end process all through SEKO

• White label Account
  Portal sits on client’s domain with more customisation available. Same process as a regular returns account but requires additional set up from the client and OmniSupport White label Portal

• Loop Portal account
  Client will use the Loop Portal but SEKO provide carrier labels through to Loop and handle the operational piece

• API integration account
  Client is using their own portal or a partner’s portal. Same as above, SEKO provides carrier labels and handle the operational piece

Regular Returns account configuration

1. Log into ‘OmniReturns’ at this link: https://omniparcelreturns.com/login

   1. Multi-factor authentication will require you to send a verification code to your email. Copy verification code from your email and confirm.
      If you have any issues logging in, please see Enabling MFA on your OmniReturns and/or OmniRPS account

      Open

      

2. Select ‘Manage’ on the top tab bar. Then select ‘Retailer’.

   Open

   

3. To create new account, select 'Add Retailer’. To search for an existing retailer account, you can either select the search bar and input the retailers name. To refine the search, you can also select the company ‘SEKO OMNI-CHANNEL LOGISTICS’ and then hit search.

   1. To edit a retailer ‘click into the action bar on the far right’. Do not click on the rubbish icon as that will delete an account.

   2. Active/ Non-active accounts
      Active accounts refer to portals that are published on the SEKO OMNIRETURNS portal. Non-active are accounts that have not been published to the portal. These are either unfinished accounts, test accounts or portals that have been finished but the client is not using SEKO’s portal.

4. After selecting ‘Add Retailer’, you will be taken to the below screen.

   1. Select Company dropdown and choose ‘SEKO Logistics’

   2. OmniRPS Retailer I.D: Leave blank until after setting up the OMNIRPS account

   3. Add the logo, background image, favicon, button colour and header text colour that will be provided in the zoho form

   4. Order Method: Links to the question in zoho form that says ‘3.2 Would you like to allow customers to create a return label if there is no order data?’.
      If the client selects NO, add the order method as PRODUCT LEVEL.
      If they select YES, add ALLOW BOTH. (Suggestion is to always select PRODUCT LEVEL)
      Please see Return method for an explanation of what order and product level means

   5. Email: If Loop, Postco, Aftership client, leave BLANK as these clients do not get access to OmniReturns.
      For clients using the OmniReturns portal, add the retailers email address here. This will automatically create an account as a “Retailer Manager”, the user will receive an email to set up their account via MFA.

   6. Portal Features
      A description of all the fields is listed at Retailer Settings

      1. No. of days allowed to return product: Zoho form

      2. Name: Portal Name. This will show to customers in the returns portal

      3. At this stage, don’t use the fields ‘Product Name Field’ and RT Number.

      4. Continue to fill in the remaining fields based off the questions provided by the customer on the zoho form:

      5. Order Field placeholder text: If they select YES then enter in message for order placeholder in the field below.

      6. Email Field placeholder text: Same as above

      7. Proof of Purchase: Feature that requires customer to provide a proof of purchase. Generally only used for order level returns.

      8. Add in Returns Policy and customer service contact URLs. See link for where this shows in the portal

      9. Voucher Code: Feature on the portal that allows the customer to enter in a generated code to provide a free label. These codes can be generated in the backend.

          

   7. Return Reasons- You can either leave as default or activate ‘custom reasons.
      If this is selected, you will then need to input each custom return reason.

      1. If the client wants the RETURN REVIEW FEATURE turned on, only turn this on for INCORRECT ITEM RECEIVED and FAULTY . To turn this on, select yes for:

         1. Photos required (allows 3 photos to be uploaded on the portal)

         2. Review required (redirects the return to review rather than payment screen)

         3. Description required (Description require by customer on portal for choosing the return reason)

         4. Reviewer Email Address: the email that the reviews will go to. Normally the client’s customer service.

             

   8. Customer choose return option: Allows customers to choose on portal whether they want a return, credit note or exchange.

   9. Non-Returnable Tag Custom Message: Activate this feature to restrict specific items on the portal. You will also be required to add in a message as to why that product is not returnable.

   10. Integrations: Don’t activate AP21 API or Cin7 API at all

   11. Exchange: please see details at Exchange Set up

   12. Transaction Receipt:  Always select No

   13. Success Page: After the payment screen on the portal, there is a success page which can be customised with a continue shopping button and banner, to drive customers back to the clients website.
       The client needs to have provided a banner and a click through link.

   14. Add in the banner ad and Continue shopping URL.

   15. Publish: Select YES to set the returns portal live

   16. Select ‘Save and Next’

5. Assign Hubs
   On this page, you will be setting up which countries the retailer can create returns form.
   Each hub is associated to a SEKO return hub address and will determine the first mile shipping destination (printed on the label)

   1. To activate the hubs, click on the ‘Add Hubs’ field. This will provide a checklist of all hubs available.

   2. Refer to the country’s client has added on zoho forms to know what hubs to select.

   3. Use these hubs for each country if we will be processing their returns at our hubs:

      1. NZ: SEKO Omni-Channel Logistics | NZ Returns

      2. US: SEKO Omni-Channel Logistics | LAX- USA HUB C/ SEKO OMNI

      3. UK: SEKO Omni-Channel Logistics | SEKO LHR HUB

      4. EU: SEKO Omni-Channel Logistics | SEKO European Returns Hub- Borderguru (Germany) each European country needs to be added

      5. CA: SEKO Omni-Channel Logistics | SEKO OMNI CA

      6. AU: SEKO Omni-Channel Logistics | SYD- AU HUB C/SEKO OMNI

   4. There is an option to deduct label fee from refund/store credit: YES or NO. THIS MUST BE NO until testing is completed

   5. OmniParcel Key
      You will need to add in the Omni Parcel key created when setting up the OmniParcel account. This key will link OmniParcel and OmniReturns together allowing for the carriers and rates to be pulled through. Labels cannot be created with this key.

   6. Once the hubs have been added, leave the remaining details as is. The weight is used as a default weight if the retailer hasn’t provided a weight for an item through the integration, as weight is a mandatory field when creating a shipping label.
      The client will be required to add in their Stripe details themselves and can then add how much they would like to charge customers for labels under Country Fees, once their stripe account is connected. Retailers can follow this guide Add your Stripe account

   7. Select ‘Save and Next’.
      
      

6. Country Fees

   1. Leave all details on this page until the client sets whether they want to offer ‘retailer paid returns’ (free) or ‘customer paid' returns. Client has access to set the value at which they want to charge the retailer.

   2. Select ‘Retailer Preview’ if you want to view how the portal looks.

   3. Select ‘Save and Publish’.

7. OmniReturns account is created.
   You will need to come back once the OmniRPS account is created

8. Please continue to 6. OmniParcel RPS Accounts