Creating A Return (Return/Cancellation Request)

TABLE OF CONTENTS

Introduction


Znode application allows users to create multiple Returns (i.e. Return/Cancellation Requests) for a single order. This article provides information about how a Return can be created for different users from admin and web store.

The below features are available from Znode 9.7 version:

  1. Return creation from admin application

  2. Return creation for guest users from the web store

  3. Cancellations through Returns


Creating A Return From Admin Application


Navigate to: OMS > Orders


Admin users can create Returns for guests as well as registered users from the Orders list screen using the Create Return icon and also from the Manage Order screen using the Create Return button.






To create a Return, admin users can follow the below steps:

  • Step 1: Click on Create Return icon from the Orders list screen, or Create Return button from the Manage Order screen. If the Order is not eligible for a return then a notification message will be displayed, otherwise, the user will be redirected to the Create Return screen

  • Step 2: Create Return screen displays the eligible line items and the eligible quantities (under Available Qty) that can be returned/canceled. Add the quantities that need to be returned (under Return Qty). The application will automatically calculate the Return Summary based on the entered quantities

  • Step 3: Select Reason For Return

  • Step 4: Add Return Notes (optional)

  • Step 5: Click on the Submit button. This action will 

    • Create a Return

    • Display a Return Receipt

    • Send an email notification to the admin user and customer for whom the Return was created


Creating A Return From Web Store For Registered Users


Registered customers can create Returns for their Orders from the Order Tracking page using Create Return button or from the Orders list page (in their account dashboard) using Create Return icon or from the Returns list page (in their account dashboard)  using the Create Return button on the web-store.

Note: It is mandatory for registered users to log in to the web store to create a Return.








To create a Return, users can follow the below steps:

  • Step 1: Log in to the account (mandatory)

  • Step 2: Navigate to the Track Order page and track an Order associated with the respective logged in user’s account, and click on Create Return button
    OR
    Navigate to the Orders list page and click on Create Return icon for the respective Order
    OR
    Navigate to the Returns list page and click on Create Return button
    If the Order is not eligible for a return then Create Return button will be disabled or a notification message will be displayed (depending on the page user is on), otherwise, the user will be redirected to the Create Return page

  • Step 2: (Skip if not coming from Returns list page) Select Order Number to see the eligible line items from Order

  • Step 3: Create Return screen displays the eligible line items and the eligible quantities (under Available Qty) that can be returned/canceled for the selected Order. Add the quantities that need to be returned (under Return Qty). The application will automatically calculate the Return Summary based on the entered quantities

  • Step 4: Add Return Notes (optional)

  • Step 5: Click on Save As Draft button to save a Return in draft mode, to submit it later (optional). If the Return is saved in draft mode, user can edit and submit the Return from the Returns list page (further steps can be skipped if needed)
    Note: User can delete a Return saved in draft mode by navigating to the Returns list page, clicking on the Edit icon for the respective Return, and then the Delete button from the Return page.

  • Step 6: Click on Submit Return button. This action will 

    • Create a Return

    • Display a Return Receipt

    • Send an email notification to the admin user and customer for whom the Return was created


Admin users can also create Returns for registered users by following the same steps as mentioned above, by impersonating a user account from Customers > Users > Manage User screen


Creating A Return From Web Store For Guest Users


Guest customers can create Returns for their Orders from the Order Tracking page using Create Return button.

Note: It is mandatory that no user should be logged in to create a Return for a guest user account.




To create a Return, users can follow the below steps:

  • Step 1: Navigate to the Track Order page and track an Order associated with the guest user’s account, and click on Create Return button. If the Order is not eligible for a return then Create Return button will be disabled, otherwise, the user will be redirected to the Create Return page

  • Step 2: Create Return screen displays the eligible line items and the eligible quantities (under Available Qty) that can be returned/canceled for the respective Order. Add the quantities that need to be returned (under Return Qty). The application will automatically calculate the Return Summary based on the entered quantities.

  • Step 3: Add Return Notes (optional)

  • Step 4: Click on Submit Return button. This action will 

    • Create a Return

    • Display a Return Receipt

    • Send an email notification to the admin user and guest customer for whom the Return was created


Reference Articles

Order And Order Line Item Eligibility Criteria For Creating Return/Cancellation Requests Through Returns

 

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