Managing Returns

TABLE OF CONTENTS

Navigate to: OMS > Returns

In this section, administrators can view and manage all Return requests submitted by customers from the webstore. Administrators can filter returns by store and further by date.

Store Return Information

Administrators can view the details of a Return by clicking the return number or view action. On the Return Details page, administrators can adjust the status of the return, verify line items, and process refunds.

Return Summary Detail

Detail

Description

Return Date

The value indicates the return creation date and time.  

Return Number

The value indicates the unique return number which can be used to identify the return request. 

Total Return Quantity

The value indicates the total expected quantity the user wants to return. 

Return Status

The value indicates the status of the complete return request. Admin users can edit the status of the return.


Submitted -This is the default status of all the Returns. 


In Review - This status indicates that the return request is under review process.


Received - This status indicates that the administrator has received the refund request. 


Approved - This status indicates that the administrator has Approved the refund request. This status can be selected if and only if at least one line item has return line item status Approved and other line items have return line item status as Rejected.

Note: 

  • All line items can also have return line item status Approved for this scenario.

  • This status can be selected if and only if payment for the order is captured.


Rejected - This status indicates that the administrator has Rejected the return request.

This status can be selected if and only if at least none of the line items have return line item status Approved.


Refund Processed -  This status indicates that the administrator has initiated a refund for the return.

Note: 

This status can be selected if and only if the last return status was selected as Approved and changes were saved permanently.


Return Created By

The value indicates the email address of the user who created the return request.

Order Number

The value indicates the order number for which the return was created.


Process Refund Detail

Detail

Description

Amount

The value indicates the Return Total or the refund amount calculated for the return request

Payment Method

The value indicates the mode of payment where the refund will be/has been initiated.

Process Refund Button

Clicking on this button will start the process of refund after approving the return. This button will automatically set the Return Status as Refund Processed.

Customer Information 

This is the non-editable section where the administrators can see the customer and address details of the return request like:

  • Customer Name

  • Email Address

  • Phone Number

  • Shipping To Address

  • Shipping From Address 

Products Returned

Administrators can manage the following for every return line item:

  • Status

  • Confirmed Quantity

  • Return Shipping

Products Returned Detail

Detail

Description

Return Line Item Statuses

  • Submitted - This is the default status of return line items after a return request is created. Once the status is changed, administrators cannot select this status again for return line items.

  • In Review - The administrator can change the status to “In Review” if the return request for the return line item is under review process.

  • Received - The administrator can change the status to “Received” if the products with the expected return quantities are received.

  • Approved - This status means that the return line item is approved with all/some quantities. The quantities added in the Confirmed Quantity column is considered as the final quantity for the approved return line item

  • Rejected - This status means that the return line item is rejected for all quantities. When the return line item status is Rejected, no calculations are considered for the respective line item for line item calculations and for return summary calculations.


Note - After changing the status administrator needs to click on Save Return in order to save the changes. Saving the changes in the admin application will enable the customer to see the changes in the webstore.

Expected Qty

The value for this field indicates the quantity which the customer requested for return. 

Confirmed Quantity

The value for this field is updated to indicate the confirmed quantity for each returned line item. All the calculations for returned line items (like tax, discounts, shipping, etc) and returned summary depends on the confirmed quantity entered for the line items that do not have a status of Rejected.

Return Shipping

Administrators can return shipping for any returned line items that do not have a status of Rejected.

Total

The total amount of the return line item gets auto calculated internally based on the selection of the confirmed quantity and unit price.

Return History

This section displays the notes submitted by customers and administrators for return requests. It also displays the history of changes made by administrators for the return request.

Administrators can add a note by clicking on the “Add Return Note” and save the changes in order to show it on the web-store. 

Steps to complete the return request 

  1. Select the “Status” and “Confirmed Quantity” for each return line item in a Return.

  2. Check the “Return Shipping” checkbox if the shipping amount needs to be returned. (By default The checkbox will be unchecked). 

  3. Add Return Note (optional)

  4. Select Return Status “Approved” or “Rejected”. If Return Status is selected as “Approved” then follow further steps.

  5. Click on the Save button.

  6. Click on the “Process Refund” button OR Select Return Status as “Refund Processed”

  7. Click on the Save button.

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