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What must our return data contain so Faslet can link returns to our orders?

The question

  • What exactly must we send for each return, so that it matches the order?
  • Our SKU is the article number plus the size, which is not unique for us (the same size exists in several colours). Is that how Faslet wants it?
  • Several of our shops share one account at our returns platform. That shouldn't matter, should it?
  • We have started sending our returns. Do they match our orders?
  • Can you match our returns on the barcode (EAN), or on several EANs, instead of the SKU?
  • How can we see what our order tracking sends you: the order number with or without our prefix, which product ID, which SKU?
  • Our returns system has no reason for some of your reason numbers (such as colour or quality). Is that a problem?

Applies to

  • A shop that sends its returns to Faslet, through a returns platform connected in the Faslet portal or through the Returns API; any shop platform

Answer

We link each return to the order it came from, and through the order to the product and the size advice. For that, a return has to carry the same values as your order tracking sent for that order:

In the return Must be
order number (orderId) exactly the order number your order tracking sent. The field may be named differently there (for example order); the value must be the same. Only a prefix before the number may be missing on one side (on Shopify, for example, #AB in the order name #AB1001): we allow for that.
SKU (sku) exactly the SKU your order tracking sent for that item. An SKU made of article number and size is fine, as long as order tracking and returns use the same one. We match on the SKU only, not on a barcode (EAN).
product ID (productId) the product ID your product page gives Faslet (the one the Faslet button uses), which is also the product ID in your order tracking and your feed.
return date (returnDate) the date of the return itself.
return reason (returnReason) the reason, as one of the reason numbers on our returns page. Map your own reasons to them.

The order number and the SKU are the two that decide whether a return is linked; the rest matters less. Please do send the real return reasons: we mainly use the size-related ones (too large, too small), so returns that all arrive as "other" tell us nothing about fit. Reasons you don't have, such as colour or quality, are no problem: leave those numbers unused.

  • Retries. We skip a return we already have, but only when every field is the same, including externalId if you use it. Send the original return date each time, not the moment you send it: with another date, the retry counts as a new return. Several of the same item returned at once (same order, same SKU)? Then give each its own externalId, for example your return number plus the item's index (RET-1001:1, RET-1001:2), or they count as one.
  • Your own return ID (externalId) is optional. You may send it, for example your return number; if you do, send the same one on a retry.
  • Orders we never tracked, such as orders from a physical shop, or an order whose order confirmation page did not send order tracking: their returns cause no errors, but they are not used until the order reaches us. We keep them, so a return still links if its order is sent to us later (in product insights, pick a period that starts before the return's date).
  • When linked returns show: in product insights in the portal, for the orders in the period you pick. We process each day's orders the following night, so a return shows from the day after its order at the earliest; a return that reaches us later shows from then on.
  • One returns account for several shops or brands: fine, as long as their order numbers and SKUs never overlap. If they do, returns may be linked to the wrong orders, and your figures may not be right.

The full list of fields is in the Returns API documentation, and the reason numbers are on the returns page; how the product ID, variant ID and SKU relate is on the product IDs and variants page.

Whether your order tracking reaches us, with SKUs and product IDs, you can see yourself: in the Faslet portal, Stores, then your store, the widget integration tab, the checks Order Tracking, Order Tracking SKUs and Order Tracking Correlation IDs (the product ID). See also our integration checklist.

Not sure what your order tracking sends us? Ask us, and we send you an overview of your recent orders as we received them, with the order number, product ID and SKU of each item.

Tell us when you send your first returns, and we check that they are linked to your orders. Your returns still don't show up in Faslet the day after you started sending them? Let us know which store it is, and we check what arrives on our side.