Order History and Returns

What’s on this page?

• Order Details Page
• Searching Order History
• Primary Order Details
• Access Customer Profiles
• Initiate Repurchase
• Access & Reprint Original Receipts
• Returns
  • Initiate Returns & Access Return Orders
  • Return Reasons
  • Return Eligibility
• Available Configurations

Order Details Page#

The order details page enables associates to:

• Form a mental model about a specific customer’s buying behavior
• Access a customer’s profile via the Clienteling App
• Access purchased item details to initiate product repurchase
• Access and reprint original receipts
• Initiate a return flow
• Access return order details

Searching Order History#

When a customer is in-store and wants to either return an item or request more details about their order, store associates can easily search for historical orders. Associates can search for orders within their store, across all stores, or ‘My Orders’ which includes a list of orders that they have helped complete.

Associates can search for orders using the following search criteria:

• First Name
• Last Name
• Full Name
• Email Address
• Order ID

Note: The search parameters available on the Order History page are not currently configurable.

Primary Order Details#

Store associates can view primary order information such as client name, email address, order ID, order time stamp, store of purchase, and ringing associate name.

Purchased product information includes product image, quantity purchased, and purchase price.

The bottom section of the order details page displays the total cart value by itemization, including product price, associated taxes, shipping costs (if applicable), and shipping tax (if applicable).

Access Customer Profiles#

An associate can seamlessly move between the Tulip Clienteling App and the Tulip Assisted Selling App via the Order Details page.

Initiate Repurchase#

Associates can tap the product image or product title on an Order Details page to access product information details. The Product Information page provides options to add items to a cart by tapping Buy Now or Order for Delivery. Associates can also trigger Runner requests directly from an item’s information page.

Access & Reprint Original Receipts#

Associates can reprint and email receipts by tapping Receipt Options. This is especially valuable in cases where a customer loses their receipt but would like to receive a copy for their records or for invoicing purposes.

Returns#

Initiate Returns & Access Return Orders#

An associate can initiate a return of an entire cart or an item within a cart for a customer via the Order Details page by tapping Refund on the Order Details page.

The Refund option is disabled when at least one of the following conditions are met:

1. The order is outside a customer's return window policy (30 days free return, etc.)
2. All the items in the order are final sale items (based on the retailer's refund policies, such as: lingerie, clearance, etc.)
3. All the items in the order have already been returned.

Once a return is completed, the refunded order details are linked to the original order for traceability.

Associates can access both original order details as well as refund details from both the Order Details page as well as the Refunds page. This enables associates to move efficiently between orders without having to rely on search options.

Note: The fields available on the Checkout Order Details page is not currently configurable.

Additional Refund Notes:

• Store associates can refund both in-store and endless aisle purchases processed using a Tulip-enabled device.
• Tulip recommends that retailers and brands that have return policies in place (such as ensuring item tags are in place, receipts are available, or original payment card is presented) train their associates to make such refund checks manually. The Tulip Assisted Selling App does not enforce such refund rules for retailers.
• Full refunds (minus taxes, bag fees, shipping fees, or other additional charges) are issued back to the same tender used to purchase the item originally.
• Item price is retrieved from Tulip's database.
• Item-level taxes are retrieved from the Tax Service API.
• Multiple qualifying items on a single order can be returned at the same time. Returning items from multiple orders are processed separately.

Return Reasons#

Associates can select a return reason when processing a return to indicate why the item is being returned. Return reasons are managed through Tulip self-serve tools. This enables retailers to collect valuable data from their customers on reasons why items get returned.

There is no upper limit to the number of reason codes that a retailer can specify for store associates. However, Tulip recommends that retailers define no more than five unique reason codes and a single catch-all “Other” return reason to ensure that return reason selection is simple and straightforward for all store associates.

Return Eligibility#

In addition to retailers defining return eligibility based on their corporate refund policies, retailers can also identify product IDs that are not eligible for refund by flagging them in the catalog product feed. There is no limitation to the types of products and a customer has full flexibility in identifying whichever products their policy deems non-refundable.

Available Configurations#

Retailers can configure this feature in the following ways: