Requesting a return

Returns portal

The Returns portal is a special online platform that allows AUTODOC customers to make returns and track their status.

To request a return, please go to the Returns portal.

How do I get to the Returns portal?

How do I fill in a request on the Returns portal?

Once you have navigated to the page for creating a new return request, follow the steps below:

1. Select the reason for returning the goods. For example, The item is not compatible with my vehicle.
2. Select a subreason for returning the goods. Please note: each reason for returning a product has corresponding subreasons. For example, the reason The item is not compatible with my vehicle has the following subreasons:
   1. The item doesn't match its description
   2. The technical specifications don't match those of my original spare part
   3. The dimensions don't match those of my original spare part
   4. I made a mistake while placing the order.
3. Select the item to be returned from the list of items in the order.
4. Specify the quantity of goods to be returned.
5. Upload files required for assessing the return (optional).
6. Specify whether the item needs to be replaced. If a replacement is needed, the VIN and/or OEM number of the part must be provided.Please note:  the VIN field is always required, even if you have already entered the OEM number. 
   Important

   The VIN cannot contain the letters O, I, or Q. If your vehicle documents contain characters that look like these letters, they are always numbers. If you enter the letters O, I, or Q, the system will not allow you to submit the return request.
7.  Add comments on the return request (optional).
8. Click on the Submit return request button.Once the return request has been successfully submitted, a notification will appear on the screen as shown in the screenshot below.

How do I view all my return requests in the Returns portal?

In the Returns portal, in addition to the page for creating a new return request, there is a page for viewing all the requests you have created - My returns.To get to this page, follow the steps below:

On the My returns page you can also do the following:

• View your complete return history in one place, including order ID numbers, return reasons, creation dates, order totals and return totals, and item quantities.
• Filter requests in the returns list. You can filter by return number, reason, subreason and status by selecting the corresponding parameters and clicking Apply filters.Please note: if you have included multiple items in one return request, you will need to track the return status for each item separately. To do this, click on the Expand ↓ button next to each item in the order.

On the Details page of a return request, you can see more detailed information about return requests you have made, and do the following:

➔ View the order number, overall status, and date the return request was created. View all items included to the request, their prices and their return statuses.

➔ Find detailed information about the status of each returned item by clicking on the expander arrow ↓.

➔ Check the status of the return request for each item by clicking on the information icon.

➔ Print out the return label if return shipping is covered by AUTODOC.

➔ Read answers to frequently asked questions via the links at the bottom of the page.

How do I check the status of a return request on the Returns portal?

You can track the current status of your return request at any time on My returns page of the Returns portal. The status of each return request is displayed next to it, as shown in the screenshot below.

Please note: to see the details of the return request, you need to hover your cursor over the 🛈 icon.

Statuses of return requests and items for return

Statuses of return requests and items for return show the current stage of processing of the request and the items included in it.