Creating return shipments

If (a) product(s) is/are returned, you can create a return shipment and credit invoice for its associated order. An overview of all return shipments can be found by navigating to SALES > Returns in the left menu of the back office. Here you can see the order in question for which a return shipment has been created, the reason why the product(s) are returned, the amount you will have to reimburse and the status of the return shipment.

  1. Click a return shipment to modify it. A pop-up window will open, where you can enter the following options: :
    • Status – Indicate the return shipment status here:
      • Pending – If you are busy processing a return shipment, you may indicate so here, so you and your staff members (if applicable) will know that the return shipment is being processed.
      • Return authorized – Assign this status if you have received the returned product(s), but the return shipment has not been processed yet, so you will know at a later stage that the product(s) have been verified already and require no further check and you thus can immediately proceed with processing the return shipment.
      • Products needed – When customers have returned (a) product(s) and receive another product/other products in return, you may assign this status. You can compare prices of returned goods and their replacements yourself.
      • Products credited – Assign this status when the return shipment in question has been processed and the customer has received his/her money back.
      • Request denied – Assign this status when goods are returned that do not comply to your return conditions. Think of for example, a torn package or a defect product, due to incorrect/inappropriate use.
      • Cancelled – If a return shipment is no longer valid, you can assign this status.
    • Return reason – Indicate the reason why the product(s) where returned here. You can enter it in the area, or select a reason form the drop-down menu. If no reasons are listed in the drop-down menu, you will first have to create them by navigating to SALES > Returns in the left menu of the back office and subsequently selecting the Return reason tab.
    • Return action – Enter the action that has yet to be taken here. For example, sending a larger-sized T-shirt. You can enter it in the area, or select a reason form the drop-down menu. If no reasons are listed in the drop-down menu, you will first have to create them by navigating to SALES > Returns in the left menu of the back office and subsequently selecting the Return actions tab and clicking the green plus icon in the navigation at the top of the screen.
    • Customer comments – Enter the customer's comments regarding the return shipment here. It will only be visible to you and other users of the back office (for example, your staff members or colleagues).
      Staff note – If your online store is managed by a number of users, you may place a note here that can be read by the other back office users.
    • Update stock – Select here whether a given product should be added to the inventory or not. Choose the latter option if, for example, a given product is faulty.
    • Notify customer – Use this option to send the customer in question an email, informing him/her of a change in return status. The body text of this email can be created by navigating to SERVICES > E-mails & Texts in the left menu of the back office.
  2. Click Edit return rat the right at the bottom of the window to modify the status.
Note: If customers request a new replacement product, you will have to manually create a new order through SALES > Orders in the left menu.

Step-by-step plan

  1. You have received (a) returned product(s). Navigate to SALES > Orders in the left menu and click the associated order.
  2. Click Create return at the right of the screen. Enter the correct information, as mentioned above. If the order is processed immediately, you can directly change the status to Products credited.
  3. Click Create credit invoice in the Invoice section.
  4. Reimburse the customer with the amount owed and set the credit invoice to Paid, through SALES > Invoice in the left menu of the back office.
  5. Navigate to SALES > Returns in the left menu and click the return shipment in question to modify its status. Set it to Products credited. Note: If you have already updated the inventory in step two, you will not have to do so again in this step.

Return reasons and actions

When creating/modifying an order, it is possible to select a return reason or action in a drop-down menu. You can also enter it manually. Reasons and actions for the drop-down menu can be created by navigating to SALES > Returns in the left menu of the back office, and selecting the Return reason and/or Return actions tab. Click the green plus icon in the navigation at the top of the screen. A pop-up window opens, where your can enter a reason or action, for instance Wrong size or Contact supplier. Click Save to confirm the reason/action in question. It can n ow be selected from the drop-down menu when you create/modify a return shipment.

Have more questions? Submit a request