This article highlights some common error messages you may receive when something isn’t quite right when registering your return via our return portal “ReBound”.
You will need to enter your Order Number in the format ‘M12345678’ and a secondary piece of information such as:
- the delivery postcode
- the email address that was used when placing the order
- the phone number that was used when placing the order
Error 1: "Order not found”
You will see this message if you have entered an invalid order number and/or secondary information combination. (Perhaps you entered the billing postcode instead of the shipping postcode or used an incorrect email address). If you still struggle with your return, please contact our Customer Care Team who will be happy to assist you.
Error 2: Outside Return Policy
You will see this message if you have exceeded the number of return policy days specified in our Returns Policy and can no longer register the return.
Should you need/want to return a faulty item within our 12 months guarantee, please contact our Customer Care Team who will be happy to help.
Error 3: No items to return
You will see this message if you have already registered a return for all items in that particular order. When you initially registered the return, you should’ve been emailed a return label or QR Code. Please check your junk/spam folder for this. If you are still unable to locate the label/QR code, please contact our Customer Care Team who will be able to assist you.
Error 4: Not eligible for return
You will see this error message when you are trying to return large/bulky items. Regrettably, you cannot start your return for those via our return portal as we will have to arrange a collection for large/bulky items such as camping chairs or tents. Please contact our Customer Care Team who are happy to assist you with this.
Error 5: Missing personal information
When confirming your personal information in the portal, you may receive an error message saying "...... is required" if you have not populated a field. You must input this missing information to continue through the journey.
Error 6: Unavailable Services
In some rare instances, some services within the return portal may go temporarily down. When this occurs, you could try and select a different return option (e.g. Asda ToYou instead of Evri). The courier experiencing issues will work hard to get the service up and running as soon as possible. Please note you may have to visit the returns portal at a later time to start your preferred return method.