Processing Delivery Returns and Collections
How to manage return collections in AskBiz POS — scheduling a driver to collect goods from a customer, processing the return, and restocking or refunding the item.
Key Takeaways
- A return collection is a reverse delivery — a driver goes to the customer to collect goods and bring them back.
- AskBiz handles the collection as a logistics job, so it's tracked, assigned to a driver, and logged like any outbound delivery.
- Once collected, goods are returned to stock (if resaleable) and the customer refund is processed automatically.
When a customer wants to return by collection
Some customers can't or won't travel to your location to return goods — particularly for large items, elderly or mobility-limited customers, or businesses offering a premium returns service. A collection return means you send a driver to the customer's address to collect the goods. In AskBiz, this is called a Reverse Delivery or Collection Job. It works like an outbound delivery in reverse: you create a job, assign a driver, the driver collects the goods and brings them back to the depot, and the return is then processed.
Creating a collection job
Open the original sale or delivery from which the return is needed. Click Return / Collect. AskBiz creates a collection job linked to the original order — it inherits the customer's address, contact details, and the items to be collected. Select the items being returned (full order or partial). Set a collection date and time window. Assign a driver. The driver receives the job in their app: 'Collection from [Customer Name], [Address]. Items: [List]. Notes: [Any instructions].' The driver goes to the address and collects the goods.
The driver's collection workflow
The driver arrives at the customer's address. In the app, they open the collection job and tap Begin Collection. They inspect the returned goods — checking they match the items listed and assessing condition. If goods are damaged or not as expected, they can note this in the app before accepting. Once satisfied, they tap Collected and, if POD is required, the customer signs or takes a photo of the handover. The driver brings the goods back to the depot. The collection status updates to Returned to Depot on your Logistics dashboard.
Processing the return at the depot
When the goods arrive at the depot, open the collection job and click Process Return. Inspect the physical goods: are they resaleable? If yes, mark them as Returned to Stock — AskBiz increases the inventory count automatically. If damaged, record a wastage write-off. Once the condition is confirmed, AskBiz links back to the original transaction and presents the refund options: full refund, partial refund (if goods are partly damaged), or exchange. Process the refund via the original payment method.
Delivery fee on returns
Decide whether you refund the original delivery fee and whether you charge a collection fee. Standard practice: if the item is faulty or your error, refund both the goods and the original delivery fee and absorb the collection cost. If the customer simply changed their mind, refunding the goods but not the original delivery fee (and potentially charging a collection fee) is common. Set your policy in Logistics > Settings > Returns Policy and communicate it clearly to customers at the time of purchase.