Process flow of shipment Returns
Description of the process steps
 Role /Timing |
Action |
Description |
|---|---|---|
|
Merchant /
When customer requests for return |
1. Create reverse logistics order |
To create a reverse logistics order, merchants please follow the descriptions for “Convenience store pickup reverse logistics order (FAMI B2C)” or "Convenience store pickup reverse logistics order (7-ELEVEN B2C)”. |
|
ECPAY |
2. Submit return order number |
Once the reverse logistics order has been created, ECPAY will send the order creation result and the return number to [ServerReplyURL] from "Convenience store pickup reverse logistics order (FAMI B2C)” or "Convenience store pickup reverse logistics order (7-ELEVEN B2C)”. |
|
Merchant |
3. Display the return order number |
Once merchant has received the return order number from the system, provide that number to the customer. |
|
Customer |
4. Customer brings goods to convenience store |
Customer prints return label with return number at the convenience store and fix label on the goods to be returned and hands over to convenience store clerk. |
|
Convenience store |
5. Logistics status update |
Once the returned goods have been received, notify logistics center for collection. |
|
Logistics Center |
6. Head to convenience store to collect returned goods |
Delivery van dispatched to convenience store to collect returned goods. |
|
Logistics Center |
7. Logistics status notification |
The logistics center will notify ECPay when the logistics status of the goods has an update. |
|
ECPAY |
8. Logistics status notification |
Once the logistics status of the goods has been updated, ECPAY will send a logistics status notification to [ServerReplyURL] from "Convenience store pickup reverse logistics order (FAMI B2C)” or "Convenience store pickup reverse logistics order (7-ELEVEN B2C)”. |
|
Merchant |
9. Pick up returned goods from logistics center |
Merchants should go to logistics center and retrieve returned goods from customers. |
|
Merchant |
10. Based on the received logistics status updates, refresh order status on merchant's side. |
Merchants please update order status based on the received logistics updates. |