Return Processes

Will add something here later.


Return Labels
  1. Keep eyes on Return request que. This is where a client will tell us he needs us to process a return.
  2. Create return shipment in FedEx
    • Log into FedEx Ship Manager (Online or Desktop)
    • Select "Create Return shipment"
    • Click associate return with an existing Fedex Shipment. A popup will open. Change "Display shipments for the past" to 60 days. Now you can search either first name, last name, tracking number, etc. And then click checkbox so the return is now associated with the original shipment.
    • Return Package To: Make sure it is being returned to Hexio (NOT KTO). ** Click the little dropdown next to contact name to prefill all of Hexio's information.
    • Return Package From: Enter Return package From information. (Be sure to click "This is a residential Address")--Phone number should always be our 800 number
    • Package and Shipment Details: Enter Package and Shipment Details.(Choose: Print, 5-lbs, FedEx Ground)
    • Billing Details: Enter "Your Reference Number" This should be the Order_id- (For ex. 626458-R)
    • Shipment Notifications: Enter Notification information. Check Boxes Ship, Exception, Estimated Delivery, and Delivery -- Return package to Email = updates@hexiopro.com
    • After you complete Update the platform witht the FedEx Return Tracking number.
  3. If emailing the return label. Then upload the return label to the platform, and send an email to the recipient. (** Be sure to CC clients main email as well.)
  4. If mailing the return label, Then log into USPS.com and print a label from their.
    • For return address make sure it only says Hexio not My name
    • Click Send me tracking notifications. (Updates@hexiopro.com)
    • Enter the delivery address and shipping date.
    • Under package details choose "Ship by package weight. Mark it as 2 oz.
    • Choose service Type = First Class Package Retail
    • After you complete it Add the USPS Return tracking number to the platform. And log the Transaction Cost.
  5. Lookup FedEx locations (Up to 10) print and add with Return label. (STILL WORKING ON THIS PROCESS)
  6. Use the small white cardboard envelopes.


Once Received
  1. Receive Box. in the section for cleaning (Be sure to look it up in Pending Returns Que)
  2. Ensure all contents are in box, and in good condition. **(If there are contents missing or damaged, make note. This could be a form or a new status. We will see)
  3. Spray with disinfectant
  4. Fill out the return paperwork.
  5. Add back to inventory form
  6. Put product away back in inventory.
  7. If the box is in good condition, break it down, and keep with our boxes. If it is in bad condition throw it away in the dumpster.
  8. Update platform with necessary information
  9. Send email, letting them know the return was processed.

Questions / Notes

  • What happens if someone returns something to us that is not ours?
  • Automatically Email invoice after created.
  • Automate inventory from Sales / Returns / Purchase Orders

OTHER Notes

  • order_id-R = FedEx Reference Number for Returns
  • order_id-S = FedEx Reference Number for Shipments
  • order_id-E = FedEx Reference Number for Exchanges