API v3 – Returns

Introduction

The Returns API is responsible for all return related actions that have to do with the (physical aspects of) customer returns. It will provide detailed information on returns registered by a customer or customer service and will handle the feedback provided by retailers or warehouses on received returns. A return (identified by a rma-id) can have only one or return-item. A seller can handle a return by sending feedback on the received return. When supplying feedback a handling result, which will say something about the state in which the return was received, needs to be sent; several handling results are available.

Bol.com offers several different endpoints for returns management. Starting with a summarized list of return id’s to reduce the load of each request. To view detailed information of a specific return, the get single return can be used. Using parameters it’s possible to retrieve handled and unhandled returns.

 

Get returns

The get returns endpoint (https://api.bol.com/retailer/public/redoc/v3#operation/get-returns) retrieves a list of returns for the retailer, that are registered by either the customer or customer service. With the handled-indicator filtering can be applied showing handled or unhandled returns. The fulfilment-method can be used to either filter on FBB (LvB) returns or FBR returns. A handled return is a return for which feedback (with a handling result) has been received. Once feedback is received it will be processed and almost immediately will change the return to ‘handled’.

 

Get return by rma id

The get a return by rma id (https://api.bol.com/retailer/public/redoc/v3#operation/get-return) retrieves return information for a specific rma-id.

 

Handle a return

You can use this endpoint (https://api.bol.com/retailer/public/redoc/v3#operation/handle-return) to handle a return that was received form the sender. As a seller you can specify how the state of the return should be registered and depending on the handling result supplied the customer will get his/her money back (or not -> see refunded column). After a return is handled by the seller the supplied handling result will be stored and processed. This will eventually lead to one or more processing results. A processing result is closely related to the supplied handling result. A processing result can contain:

  • ACCEPTED, meaning the return is accepted
  • REJECTED, meaning the return is rejected
  • CANCELLED, meaning the return is cancelled

 

Handling results explained

Is used by Handling result Meaning Processing result Refunded through bol.com?
Bol.com and retailer RETURN_RECEIVED Return is received as expected and approved. ACCEPTED Yes
Bol.com and retailer EXCHANGE_PRODUCT In consultation with the customer, the product will be exchanged or replaced. ACCEPTED No
Bol.com and retailer RETURN_DOES_NOT_MEET_CONDITIONS Return did not met the expectation/condition. REJECTED No
Bol.com and retailer REPAIR_PRODUCT You will take the lead in repairing the product for the customer. ACCEPTED No
Bol.com and retailer CUSTOMER_KEEPS_PRODUCT_PAID Customer is allowed to keep the product. CANCELLED No
Bol.com and retailer STILL_APPROVED* In consultation with the customer, the return is still approved after an initial rejection. With this handling result, you can still refund the customer. ACCEPTED Yes
Bol.com CUSTOMER_KEEPS_PRODUCT_FREE_OF_CHARGE Customer is allowed to keep the product with no costs. ACCEPTED Yes
Bol.com RETURN_ITEM_LOST Somewhere on it’s way back to the seller the return item was lost ACCEPTED Yes
Bol.com EXPIRED The time between registering a return and sending it back took more than 21 days. The return is therefore cancelled. CANCELLED No
Bol.com EXCESSIVE_RETURN Feedback with more quantity than ordered was supplied. ACCEPTED No
Bol.com STILL_RECEIVED The return was reported lost but was still received. ACCEPTED No
Bol.com CANCELLED_BY_CUSTOMER The customer decided to cancel his/her return CANCELLED No

* This handling result is only accepted when the announced return was initially rejected by the partner (using handling result 2, 3, 4 or 5 from the table above).

 

Processing results

Field indicating whether a return item was accepted or not. Possible values: ACCEPTED, REJECTED and CANCELLED. This field is closely related to HandlingResult.

 

Return reasons

During registration of a return item a customer can enter a reason why the item is returned. This return reason is optional and a customer can choose to leave this field empty.

If a customer specifies the reason why the item is returned, one of the following return reasons can be selected:

Reason Details
INCORRECT_PRODUCT_INFORMATION Incorrect information on website
WRONG_SIZE_ORDERED Customer ordered wrong size
WRONG_ARTICLE_RECEIVED Wrong item delivered to customer
ARTICLE_DAMAGED Article was damaged when received
ARTICLE_BROKEN Article is not working or is broken
ARTICLE_DELIVERY_TOO_LATE Item not delivered in time
ARTICLE_INCOMPLETE Part(s) missing for the item
WRONG_ARTICLE_ORDERED Customer ordered wrong article
OTHER If no other reason is applicable
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