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. Visit the article titled How a customer does a return for more information.
Returns only adjust inventory and does not automatically reimburse your customer. To do that, creating a credit invoice is required. In order to process an exchange, where a customers request a new replacement product, it is recommended to manually create a quote and convert it to an order so that the stock level of the product is properly deducted from your inventory.
To process a customer created return:
- On the left menu of the Back Office go to Orders > Returns and click the return you want to work with.
- Review the return reason and action and select the status of your choosing. See for a description of each status.
- Click Save.
To create a return for your customer:
- Go to Orders and click the relevant order number.
- Click Create return.
- Complete the form. See below for more information on each option.
Then, if the return requires a refund, create a credit invoice.
The following details explain the fields you find when processing a return:
Quantity to return - The number of items a customer wishes to return.
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 > Selecting Login/Create account and logging in > Selecting My orders > Selecting an order with a return by selecting View > Scrolling to Returns.
Update stock – Select whether to add the returned product to inventory. Do not add the product if, for example, it is faulty. Update stock will not appear for eCom stores connected to Retail or OnSite POS systems.
Notify customer – Use this to email the customer about the return status. To create the text of this email go to Settings > WEBSITE SETTINGS > Notification emails.
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.