ChannelEngine: why are some of my returns not visible?

About this article

This article explains why certain returns cannot be viewed on ChannelEngine.

Solution

Orders always lead on ChannelEngine. This means that there are no shipments without an order, and no returns without a shipment. For this reason, you cannot make a return if there is no shipment yet – and this same logic applies to marketplaces.

For example, if you have been active on bol.com for two years and currently have ten unhandled returns, these do not appear on ChannelEngine if you then connect your bol.com account to ChannelEngine. This is due to the fact that ChannelEngine never handled the original orders and shipments, and there is nothing to connect those returns to.

As the return period is approximately 30 days, it is not possible to create returns for 'old orders'. This means that, during your first month with ChannelEngine, you must handle certain marketplace-based returns either via your previous system or manually via the back-end of the marketplace they came from.