Processing returns is part of your order management as your customers might not always keep all their ordered items. If you for example sell shoes, they might order the same pair of shoes in two different sizes and return the pair that does not fit.
Process returns
You have the option to process returns of an order separately until you have marked all items of the order as returned. This allows you to process returns in several steps. Here’s what you’ll need to do:
- In the sidebar of your cockpit, select Orders.
- From the Order overview, select the order for which you would like to process the return.
- On the Order details card, select Process returns.
You are prompted to the view Process returns which lists all items of the order that have not been returned or canceled yet. - Here you have several options:
- In the Returned column (1), you can enter the number of returned items.
- In the Damaged column (2), you can additionally mark returned items as damaged.
- By selecting the checkbox Refund shipping costs (3), the shipping costs are added to the total value of return. This checkbox is not available for pickup orders.
- By selecting the checkbox Notify customer via email (4), an email will be sent to the customer informing them that you have received the returned items. This email will only be sent once you've confirmed your entries.
- You can add an internal comment in the Internal comment field (5). This comment will be displayed in the timeline of your order, but will not be visible for your customer.
Note
If the order has been paid with a payment method that does not support partial refunds, you can only process the return of all items in the order, including the shipping costs. If an order has been paid with such a payment method, you will be notified about that on the view Process returns. For affected orders, it is not possible to only return single items but you can still edit the number of damaged items to properly document their condition.
- Select Confirm.
The return has been processed. The stock level of the included items will be automatically adapted if you've set up stock level tracking. If you've marked an item as damaged, it won't be added to the stock level of the product, as you can't sell it anymore.
Info
If you've processed the return of items that had already been paid by the customer with a manual payment method, you will need to manually refund the money afterwards. If the items have been paid with an online payment method, the refund will be automatically triggered. Learn more in our article Manage refunds.Example? Example!
In our example business world, we shipped an order with 6 bottles of wine and 2 corkscrews to our customer. After a few days the customer informed us that one corkscrew was damaged, and he would like to return it. Additionally, he would like to return the other corkscrew and the Pinot Noir Capítulo.
Once we received the two corkscrews and the bottle of wine, we need to process the return in our system. As a small compensation for the damaged corkscrew, we have decided to refund the shipping costs. Furthermore, we would like to add the type of damage as an internal comment for us, and inform the customer via email that we have received the returned items.
The return is now processed and the stock level of the product "Rebenland - Pinot Noir - Capítulo" was automatically increased by one. The stock level of the corkscrew was also increased by one (as the other returned corkscrew is damaged).
As a next step, €59.53 would need to be refunded to the customer.