ShipHero is WMS software that enables easier shipping for e-commerce brands and 3PLs.
When a new order is placed on your online store, that item has to be shipped to the customer. This can be done either by the merchant directly (in this case, the merchant will need to maintain their inventory at their own location) or merchants can outsource their warehouse operations to an another company.
The general workflow for ShipHero is:
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A new order is placed on the merchant's online store. Shopify sends the details for the orders shipment to the ShipHero integration.
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The ShipHero agent responsible for that merchant's fulfillment queue will release that item from the warehouse to the customer's address.
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If the customer wants to return the item, THIS IS WHERE THE RETURN RABBIT ↔ SHIPHERO INTEGRATION COMES IN.
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The customer will visit Return Rabbit Customer Portal and create a new Service Request for their order. The details of this return request is sent to ShipHero with details about quantity of items in the package.
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The customer will ship the package to the address of the warehouse where the ShipHero agent will inspect the package and either mark the RMA as approved or rejected which enables Return Rabbit to automatically act on this Return Request further.
SCOPE: Return Rabbit & ShipHero only interact with each other in regards to return packages being shipped by the customers back to the merchants
This is how Return Rabbit and ShipHero work together to create a return.
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When a new SR is created in Return Rabbit, that data is sent to ShipHero to create a new RMA.
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Once an RMA has been created within ShipHero, Return Rabbit receives any updates done on that RMA via webhooks. Aspen will only consider the webhooks where RMA status is any of the following: ['manual_approval', 'manual approval', 'warehouse_completed', 'warehouse complete']
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The difference between MANUAL_APPROVAL and WAREHOUSE_COMPLETE is manual approval will mark a request to be approved manually from admin interface irrespective of the automation rules but WAREHOUSE_COMPLETE will process the request similar to how it would have exactly happened if authorized at warehouse interface within Return Rabbit (i.e. if automation rules are enabled, the refund/exchange will get auto-issued without the need for manual approval from admin interface).
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If step 2 above is fulfilled, the individual items in the request are either approved/rejected depending on whether the value of quantity == quantity_received or not. Let's say there are 2 quantities of any particular item coming in so value of quantity will be 2 but warehouse only finds 1 quantity which can be approved so value of quantity_received is 1. In this case, the entire retex with 2 quantities will get rejected since there's no support of partial retex approval in RR right now.
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Whether the item has to be restocked within Shopify or not (while performing refund) depends on the fact whether value of quantity == value of restock in the sample data object above.
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Return Rabbit and ShipHero systems interact to share information around any inbound packages i.e. any returns coming in from the customers back to the merchant
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ShipHero's system is primarily responsible for informing Return Rabbit about 2 main things:
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What items in the package are approved/rejected
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What items in the package can be resold or have to be scrapped (depending this information Return Rabbit will either restock or won't in Shopify while performing refunds)
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