Introduction

This guide is intended for TRAEDE customers who want to submit a return through the return portal. It shows each step from the customer's point of view — from entering their order details to completing the return and choosing their refund method.
 

Step 1: Access the return portal

Customers start by opening the return portal. They will see a screen prompting them to enter:

• Their email address

• Their order number

Once entered, they click Go to next step.

Step 2: Select products to return

The next page displays a list of products from the order, including:

• A small image (with hover-to-enlarge) for each product

• Basic product information

• Return quantity field (default is 0)

• Customers need to input the quantity of each product they wish to return.

Step 3: Choose return reason

Once a product is selected for return, a list of return reasons appears. Examples include:

• Fault in fabric

• Did not meet expectations

• Other

If a reason like fault in fabric is selected, the customer must:

• Enter a comment

• Upload a photo of the issue

Other reasons (like "did not like the product") do not require a comment or image.

Follow this link to see how to add multiple claim causes. 

Step 4: Choose refund or exchange

Customers then select if they want a:

• Refund

• Exchange

In this guide, we proceed with a refund.

Step 5: Choose return method

Depending on your setup, customers may see multiple return shipping options. In this example, only GLS Return is available.

They select the preferred return method and click Next.

Step 6: Select refund method

A summary screen now appears, showing:

• Returned items

• Total value of the return

Customers can choose a refund method:

• Refund to credit card

• Refund to gift card (with 10% bonus)

If the gift card option is chosen (see more about enabling gift card refunding here), the system shows:

• Total refund

• Bonus amount

• Final gift card value
   

Step 7: Submit return

Once the refund method is chosen, customers click Submit return.
 

Step 8: Download return label and slip

After submitting:

• A return label and return slip will appear on screen within a few minutes.

• Meanwhile the label and return slip will also be sent by email.