Processing Adoption Returns

Understanding Adoption Returns

PawPlacer's adoption agreement includes a return policy that encourages adopters to bring animals back to your organization rather than abandoning them or surrendering them elsewhere.

When a return is necessary, the process should be:

• Free of judgment
• Well-documented
• Focused on the pet's welfare
• Handled with sensitivity

Accessing the Return Function

To process a return:

1. Navigate to the specific adoption record

• Either search for the adoption in the Adoptions list
• Or search for the adopter and view their adoption history

2. Open the adoption receipt page
3. Click the three-dot menu (⋮) in the top-right corner
4. Select "Return Adoption" from the dropdown menu

The Return Process

When you select "Return Adoption," a dialog will appear:

This dialog includes:

1. A brief explanation of the return process
2. A required text field for documenting the return reason
3. Confirmation and cancel buttons

Documenting the Return Reason

It's important to document why the pet is being returned:

1. Enter a clear, detailed explanation in the return reason field
2. Include specific behavioral or situational factors mentioned by the adopter
3. Note any health concerns or changes since adoption
4. Include relevant adopter circumstances (moving, allergies, lifestyle changes)

This information helps your team understand the pet's history and assists with future placement efforts.

Confirming the Return

To complete the return process:

1. Enter the return reason
2. Click the "Confirm" button
3. The system will process the return
4. You'll receive a success notification

System Actions During Return

When a return is processed, PawPlacer automatically:

1. Updates the adoption record with:

• Return date and time
• Return reason
• "Returned" status

2. Changes the pet's status from "Adopted" to "Available" (or your organization's default intake status)
3. Makes the pet visible in your available pets list again
4. Maintains the historical connection between the pet and the adopter

Viewing Returned Adoptions

Returned adoptions remain in your records with special indicators:

1. In the adoptions list, returned adoptions show a "Returned" status
2. The adoption receipt includes a "Return Information" section
3. This section displays:

• Return date
• Return reason
• Any notes added to the record

Financial Implications

PawPlacer does not automatically process refunds for returns - this is handled according to your organization's policies:

1. If your policy allows for refunds, you'll need to process these manually
2. The original adoption fee and donation information remain in the record for reference
3. Any refund transactions should be recorded in your financial system

Follow-Up Actions

After processing a return in PawPlacer, your team should:

1. Conduct a health assessment of the returned pet
2. Update the pet's profile with new information
3. Adjust the pet's adoption fee if needed
4. Consider any behavioral support or special placement needs
5. Update photographs and descriptions based on current behavior

Best Practices for Returns

When handling returns:

1. Stay Compassionate: Avoid making adopters feel guilty about returns
2. Gather Information: In addition to the reason field, have a conversation about the pet's time in the home
3. Documentation: Add detailed notes to the pet's profile about behavior in the home
4. Learn from Patterns: Review return reasons to identify trends that might inform your adoption counseling

Next Steps

After processing a return, the pet will be available for adoption again. You may want to:

1. Review and update the pet's profile based on new information
2. Consider any special needs or training that might help with the next adoption
3. Follow up with the original adopter if appropriate

For more information on updating pet profiles, see the Pet Management documentation.