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Managing returns

Creating a return is a useful way to keep track of the reasons why products were returned. You can create a return for your customer in the Back Office and customers can also create returns by requesting them through their customer account.

Returns will only adjust inventory. To reimburse your customer, see refunding orders or learn more about Exchanging products on an order.

Processing a return initiated by a customer

  1. In your back office, navigate to Orders > Returns.
  2. Select the return you want to process.
  3. Review the return reason and action and select its status (see Return Options for a description of each status).
  4. Select Save.

Preventing returns from being initiated by customers:

  1. In your back office, navigate to Settings.
  2. Disable the Allow returns switch located in the ACCOUNT & SERVICE section.
  3. Select Save.

Creating a return for your customer

  1. In your back office, navigate to Orders.
  2. Select the order number you will create the return for.
  3. Select Create return.
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  4. Complete the return form according to the return options fields.

Understanding return options

The following details explain the fields you will find when processing a return:

Quantity to return - The number of items to be returned by a customer.

Statuses

  • New - Standard status of every new return.
  • Pending – Use this to show the return is in process.
  • Return authorized – Use this if you have received returned products but have not yet shipped them. This lets you know that the return is ready to process.
  • Item(s) repaired – Use this if customers return a products and receive another in return, or if a product needs to be repaired.
  • Item(s) refunded – Use this if a return shipment has been processed and the customer has been reimbursed.
  • Request rejected – Use this if goods are returned that do not comply with your return conditions, such as product that cannot be returned, because of incorrect or inappropriate use.
  • Cancelled – Use this if a return shipment is no longer valid.
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Return reason - The reason why your customer wants to return the product. You can create a new return reason. For example, a customer wants to return a t-shirt because it has a manufacturer defect, so the return reason selected is Defective product.

Return action – How you or your customer wants the return to be resolved. You can create a new return action. For example, the customer wants to receive a replacement for a defective t-shirt, so the return action might be, Send a replacement t-shirt.

Note: Your customers can see the return reason and the return action by visiting your online store's homepage, where they will:


1. Select Login/Create account.

2. Log into their account.

3. Select My orders.

4. Select View, to open an order with a return.

5. Scroll to Returns.

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Update stock – Select whether to add the returned product to inventory. Do not add the product if, for example, it is faulty.

When inventory is connected to a POS, Update stock is not an available setting. To update stock, create a refund in Retail.

Notify customer – Use this to email the customer about the return status. To create the text of this email:

1. In your back office, go to Settings.

2. Under the Website settings column, select Notification emails.

3. Add content to the title and body of the Return Status email template.

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Customer comments – Enter the customer's comments about the return. It will be visible only to you and other back office users.

Staff note – If your online store is managed by several users, you can add an internal note for them.

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