Processing 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. 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.

NOTE: In order to process an exchange, where a customers request a new replacement product, it is recommended to manually create a new order so that the stock level of the product is properly deducted from your inventory.

  1. On the left menu of the Back Office go to Orders > Returns and click the return you want to work with.
  2. Click Create return. If you are processing the order immediately you can change the status to Products credited.
  3. Click the order number.


  4. In the Payment section click Create credit memo and reimburse the customer the amount owed.
  5. On the left menu click Invoices and set the credit invoice to Paid.
  6. On the left menu click Returns.

  7. Click the return shipment and edit it. 


    • 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 witn 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    • Cancelled – Use this if a return shipment is no longer valid.

Return reason - Select the reason why your customer wants to return the product or 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 – Select how you or your customer wants the return to be resolved or 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.

Screen_Shot_2017-10-19_at_2.40.18_PM.pngCustomer 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.

Is Stock Adjusted – Select whether to add the returned product to inventory. Do not add the product if, for example, it is faulty.

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.

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