Overview

The Happy Returns integration is available to customers with an online store partnered with RyderShip and supports two return methods:

• Returns through Return Bars in retail stores. In this scenario, items are grouped and sent in bulk to RyderShip in pallets.
• Consumer-mailed returns, where items are sent directly to the RyderShip warehouse.

Once the return is shipped back, Happy Returns provides the return information required to create Return Merchandise Authorizations (RMAs) for more efficient processing in the warehouse. Then, after RyderShip receives the returned item and has processed the return, a line-item level confirmation is sent to Happy Returns.

Happy Returns supports refunds and exchanges.

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Benefits

Customers can leverage the Happy Returns app for their online store for a comprehensive e-commerce returns management solution that is tied to RyderShip. Benefits include:

• Consumers can initiate returns from the store.
• An easy returns process that allows consumers to either:
  • Print the label and mail the item to the RyderShip warehouse.
    -or-
  • Drop off the item in-person via Happy Returns’ nationwide network of Return Bars.
• Cost savings with aggregated shipping of bulk return items from Return Bars.
• Real-time return creation sync that communicates with RyderShip and adjusts inventory levels every time a return is created.
• Increased warehouse efficiency by receiving returns information provided by Happy Returns.

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How it works

Happy Returns allows customers to set two different return workflows, allowing the consumer flexibility on how they prefer to return the product and how the refund can be processed:

• Return Bar flow: The consumer takes the items to a Return Bar location, where the Return Bar Associate verifies the items, approves the refund, and packs them for shipment.
• Mail flow: The consumer receives a shipping label to return the items by mail. In this flow, the refund can be executed almost as soon as it’s mailed (i.e., “upon first carrier scan”) or after the items are verified at the distribution center/warehouse (i.e., “by warehouse inspection”).

Return Bar Flow

1. The consumer initiates a return on the online store.
2. The consumer is redirected to a Happy Returns Return Bar location to complete the return.
3. The consumer drops off items at a Return Bar.
4. Happy Returns aggregates items dropped off at Return Bars and sends them to RyderShip in pallets and sends return data to RyderShip via webhook.
5. Consumer returns are created within the RyderShip application for each individual return included in the shipment.
6. RyderShip warehouse receives pallets from Happy Returns, scans the QR code within each carton or box to identify each return and the items associated with the return, and then confirms the consumer return.

The following diagram illustrates this flow:

Mail Return Flow

1. The consumer initiates a return on the online store.
2. The consumer is redirected to the Happy Returns site to complete the return.
3. The consumer gets a Shipping Label, prints it, and uses it to mail items to the RyderShip warehouse.
4. Happy Returns sends return data to RyderShip (via webhook). If the customer has enabled "return at first carrier scan" on Happy Returns, the refund is automatically approved.
5. RyderShip creates online return Ship Notices.
6. RyderShip warehouse identifies the package by scanning its ship box bar code number and receives entry of ship notices.
7. RyderShip sends an online line-item-level confirmation to Happy Returns. Happy Returns compares the return items report with the RMA. If the refund type is a warehouse inspection refund and items meet the required refund standards, Happy Returns approves the refund, and the return process is complete. 

The following diagram illustrates this flow:

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Return information shared with RyderShip

Happy Returns collects and sends the following return details to RyderShip for each return:

• Original order number
• Product name
• SKU/UPC
• Date of the return
• Location of the return (if returned in-store)
• Refund type (refund, store credit)

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Setup instructions

Complete the following steps to set up an integration between your online store, RyderShip, and Happy Returns.

 Complete these first steps

1.    Contacts the RyderShip Customer Success Manager (CSM) and provides:

• Happy Returns planned launch date.
• The type of returns flow to be enabled.

2.    Set up a Happy Returns account if you don’t already have one and determine the returns flow that will work best. You will receive a Happy Returns Retailer ID from Happy Returns.

For more information on becoming a Happy Returns customer, please reach out to partnerships@whiplash.com.

You will need to provide your CSM with the Happy Returns Retailer ID listed above, which will be used in the production environment.

3.    Contact the Happy Returns representative to enable the RyderShip integration by granting permission to the 'ryder-ecommerce' token.

Note:  You can email Happy Returns at retailersupprt@happyreturns.com, to notify them that you are a customer of RyderShip and need access to the RyderShip “My Retailer ID.”

4.    Notify your RyderShip CSM once Happy Returns has configured the necessary permissions.

Connect Happy Returns and RyderShip using the Integrations marketplace

1.    In RyderShip, click the menu under your Customer name, and then click Integrations.   

The Integrations marketplace page opens.  

2.    Locate the integration to install and click Learn More.

3.    Click Get Integration to connect RyderShip with the integration.

If you already have an instance of this integration installed, you’ll click Connect instead.

4.    Click Connect to automatically add your RyderShip auth code and link RyderShip to the integration. 

5.    Click Connect to authenticate your Happy Returns account.

6.    Enter the following Happy Returns information for your account: Your Happy Returns Retailer ID provided earlier.

7.   Click Connect.

8.   Once you’re fully connected, click Next to move to the Configure process

Load the configurations for the new integration 

1.    The configuration settings will load automatically and will take some time to complete.

During the load process, you’ll see a date in the upper right corner appear, indicating when the options were loaded.

If you continue to see “Options loaded never” and a date doesn’t appear, the initial sync was unsuccessful. You can find more information in the logs.

2.    The RyderShip Warehouses field is required to complete the Happy Returns setup. As part of the Options Loaded (init sync) process, the dropdown has been automatically populated with all RyderShip warehouses.

3.    Contact your CSM to enable the configuration and confirm that you’re ready to start leveraging Happy Returns to accept returns at the RyderShip warehouses.

Even once the RyderShip Warehouses field is selected, the integration is not complete and won’t start until it’s enabled by RyderShip. Happy Returns uses webhooks to send information.

4.    If you click Next, you will move to the Schedule process. This is unnecessary for Happy Returns because this integration uses web hooks and not a sync process.

Your part is complete!

You’ll know your integration is active when a RyderShip team member has confirmed they performed an initial sync and you will see the integration marked as active in your marketplace.

Schedule the sync frequency

This process will remain paused until you've connected with your customer success manager to turn on the integration, and then you can set the cadence of sync. We recommend every 10 minutes.

Also, if you try to run manual sync, you will receive an error log, and the integration will show up in an error status.

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FAQs

Is it possible to use both return methods?

Yes, when offering both return methods, the consumer decides their preference for return bar or by mail.

Is it possible to use both refund types?

Yes, Happy Returns allows customers to set the conditions that trigger each refund type, but this is only applicable to mail returns.

For example, “refund upon first carrier scan” may be set as the default refund type, but when the returned item has a price tag above a certain value (e.g., $150), the “refund upon warehouse inspection” type would be used instead. This option requires a team member in the distribution center/warehouse to verify the state and condition of the item before approving the refund.

Which is the most common refund method?

Most retailers opt for the “refund upon first carrier scan” option. This means the refund is executed as soon as the Return Bar Associate approves it or the item is mailed back (for mail returns).

What happens if a return requires warehouse inspection and the item fails to meet the standards to approve and close the return?

This doesn’t happen very often and is mostly handled in a case-by-case scenario. Usually, if the returned item is not in the condition it should be to approve the refund, a Customer Service representative of the retailer will contact the consumer.

What happens if the customer selects to exchange the item? 

The process to return an item is the same for exchanges as for refunds (either mail or return bar).

The only difference is that once the return is approved, a new order with the new item is created in the customer's eComm system and processed on RyderShip instead of triggering a refund.

The approval processes for exchanges are the same as with refunds: 

• • Upon first carrier scan: The return is approved as soon as the item is accepted by the Return Bar associate or mailed back. 
  • Warehouse inspection: A team member in the warehouse will verify the state and condition of the returned item before approving the exchange. 

I am a returns customer on another platform (Loop, AfterShip, etc.) and using Happy Returns through them, can I use this integration?

You can. Nevertheless, it’s extremely important to notify your CSM before the implementation to avoid setbacks.

I am changing warehouses within the RyderShip Fulfillment network, what do I need to do to ensure Happy Returns are being sent to the correct warehouse location?

For mail returns: Go to your Happy Returns dashboard and simply edit the Locations that returns are sent to. The webhook will contain the new addressID for mail.

For return bar returns: You will need to reach out to retailersupport@happyreturns.com in order to confirm the new address you would like to ship Return Bar returns to. 

The destinationaddressID will change in the Return webhook and Outbound shipment API once the address is switched in the system. Happy Returns will need to provide the addressID to RyderShip to understand what shipments are for what addresses.

Your CSM will help you facilitate this along with the warehouse transition.

What if I have multiple RyderShip instances, can I connect both accounts to my Happy Returns account?

We can connect multiple RyderShip instances to your Happy Returns account so that orders from both instances can accept returns through Happy Returns. Please contact your CSM to walk through that process and ensure a proper setup.

What happens if Ryder receives items from the Happy Returns hubs that aren't associated to an original order?

In some rare cases, if an item is identified to a merchant without an original order or tag, Happy Returns will send it back to our warehouse and RyderShip will process it as an unexpected return. This process occurs outside the integration, and you will be notified by the Ryder team to verify how you'd like the item to be processed.

How does the integration handle bundle returns?

We offer configurations within the integration to manage your ideal flow for bundle order returns. For example, only approving the return in Happy Returns if all items in the bundle come back as good quality.

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Related questions:

How does Happy Returns work?

What are the benefits of Happy Returns?

What are the different workflows for Happy Returns? 

How do I get started with Happy Returns?