Returns

You can view all the returns for your site by going to Main > Fulfillment > Returns. You can sort the Returns grid by column, use the search box to find specific returns, or use the advanced filter to narrow down results by fields such as return status or created date. If you click on a return, it opens the Returns editor.

You can also view a return by navigating directly to the individual order that the return is associated with. On an order's details page, you can use the Returns tab to process returns:

When a shopper returns a product, you can ship them a replacement, refund their payment (partial or in full), or both.

To Return or Not to Return

...that is the question. The key distinction between the credits and refunds on returns is that refunds affect the order balance, whereas credits do not.

Return Types

There are two types of returns that specify the primary action the shopper wants completed for the return: Replace and Refund. Both types of returns allow you to replace and refund products at the line item level, so your return actions are not limited for one or the other. The primary difference between the two is reflected in the overall return status and exists to maintain support for legacy return states:

Return Type Description
Replace You can ship replacement products to the shopper, as well as refund their payment either partially or in full at the line item level.
Refund You can refund a shopper's payment either partially or in full, as well as replace products at the line item level.

Create a Return

Complete the following steps to create a new return:

  1. Go to Main > Fulfillment > Orders.
  2. Open the order you want to create a return for.
  3. In the Orders editor, click the Returns tab.
  4. Select a product to return. Tip:  You can return every item in an order or only select items. You can also return products and extras as a whole or select only certain items from within the bundle to return.
  5. Using the Reported Issue drop-down menu, select the reason for the return.
  6. Under Type, choose the main resolution that the shopper seeks:
    ReplaceSelect this option if the shopper desires a replacement product. You can still provide a refund to the shopper under this option.
    RefundSelect this option if the shopper only desires a refund. You can still send a replacement if conditions change later in the process.
  7. Enter a quantity to return.
  8. Repeat the steps for all the items you want to return.Tip:  You can create multiple returns for a single order if you want to handle the return differently for different line items.
  9. Click Create Return.

View and Manage a Return

After you create a return, you can view and manage the return by either:

After you complete either of these actions, the Returns editor displays useful information and allows you to perform common return tasks.

Receive the Return

When you receive the product from the shopper:

  1. Navigate to the Returns editor.
  2. In the Items tab, click Receive Package.
  3. In the modal that opens, update the Quanity Received for the item you received.
  4. If the item is restockable, update the Quantity Restockable field to add the item back to your inventory.
  5. Click Mark as Received to confirm your updates.

Refund a Return

To refund a shopper:

  1. Navigate to the Returns editor.
  2. In the Refunds tab, click Issue Refund.
  3. Use the pop-up refund calculator to refund the shopper (partially or in full) or provide them with store credit. With the refund calculator, you can:
    • Choose to refund specific items or refund the entire order.
    • Choose to include or exclude the original shipping and handling from the order.
    • Add a processing fee for RMA labels, handling, etc.
    • View what refunds have already been applied to a line item.
    • Credit back to the original order or generate new store credit.

Replace a Return

To create a replacement order for an item:

  1. Navigate to the Returns editor.
  2. In the Replacements tab, click Ship Replacement.
  3. Use the pop-up Ship Replacement window to create a replacement order for an item(s). The replacement order will be added to the original order under the Returns tab, so you can quickly switch between the two (From the original reference order, click on the order listed under Replacements in the Returns tab. From the replacement order, click on the Ref. order to return to the original order).
  4. The replacement order is a new order that is prepopulated with replacement items and customer information. The replacement order automatically applies adjustments to bring the order total to zero dollars, but you can:
    • Adjust the cost to the shopper.
    • Edit product details to easily exchange or add new items to the order.
    • Adjust payment and fulfillment information.
    • Add internal notes to the replacement order.
    • Edit attributes for the order.

Add Internal Notes

To add notes (that are not visible to shoppers) to a return:

  1. Navigate to the Returns editor.
  2. In the Internal Notes tab, click Add Internal Notes.
  3. In the modal that opens, create your note.
  4. Click Create Note to save your note.

View Customer Notes

To view return notes created by shoppers:

  1. Navigate to the Returns editor.
  2. In the Customer Notes tab, view any existing customer notes to determine if the shopper has any specific requests or additional information for processing the return.

Resend Return Emails

To resend return emails (which send automatically but may have been missed by the shopper):

  1. Navigate to the Returns editor.
  2. In the Items tab, click the Resend Email drop-down menu.
  3. Choose to resend the Return Created or the Return Authorized email.

Cancel or Reject a Return

To cancel or reject a return:

  1. Navigate to the Returns editor.
  2. In the Items tab, click the Close drop-down menu.
  3. Choose to Cancel or Reject the return.

Return Status

Individual returns can have various statuses depending on their state and available actions. Refer to the following table for more information about the various return statuses and the next actions you can perform on the return:

Return Status Description
Null The default status when a return is instantiated. In this state, you can perform the Create action on the return.
Created The return has been created, but not yet authorized.
You can perform the following actions on a created return:
  • Authorize—The return moves to the Authorized status.
  • Cancel—The return moves to the Cancelled status.
  • Reject—The return moves to the Rejected status.
Authorized The return has been authorized.
You can perform the following actions on an authorized return:
  • Await (Deprecated)—The return moves to the Pending status.
  • Refund (Deprecated)—The return moves to the Refunded status (assuming the order already contains a non-credited payment).
  • Restock (Deprecated)—The return moves to the Restocked status.
  • Ship (Deprecated)—The return moves to the Shipped status.
  • Receive (Deprecated)—The return moves to the Received status.
  • Cancel—The return moves to the Cancelled status.
  • Reject—The return moves to the Rejected status.
Pending (Deprecated) The return is pending and waiting to receive the product(s) from the shopper.
You can perform the following actions on a pending return:
  • Receive (Deprecated)—The return moves to the Received status.
  • Reject—The return moves to the Rejected status.
Received (Deprecated) The products in the return have been received.
You can perform the following actions on a received return:
  • Refund (Deprecated)—The return moves to the Refunded status (assuming the order already contains a non-credited payment).
  • Restock— (Deprecated)The return moves to the Restocked status.
  • Ship (Deprecated)—The return moves to the Shipped status.
  • Receive (Deprecated)—The return moves to the Received status.
  • Close—The return moves to the Closed status, or remains in the current status on failure.
Restocked (Deprecated) The return has been restocked.
You can perform the following actions on a restocked return:
  • Refund (Deprecated)—The return moves to the Refunded status (assuming the order already contains a non-credited payment).
  • Restock (Deprecated)—The return moves to the Restocked status.
  • Ship (Deprecated)—The return moves to the Shipped status.
  • Receive (Deprecated)—The return moves to the Received status.
  • Close—The return moves to the Closed status, or remains in the current status on failure.
Shipped (Deprecated) The return has been shipped and a child order is created.
You can perform the following actions on a shipped return:
  • Refund (Deprecated)—The return moves to the Refunded status (assuming the order already contains a non-credited payment).
  • Restock (Deprecated)—The return moves to the Restocked status.
  • Ship (Deprecated)—The return moves to the Shipped status.
  • Receive (Deprecated)—The return moves to the Received status.
  • Close—The return moves to the Closed status, or remains in the current status on failure.Note:  You cannot mark a Replace type return closed until you fulfill the child order.
Refunded (Deprecated) The order has been refunded and a refund is issued to the shopper.
You can perform the following actions on a refunded return:
  • Refund (Deprecated)—The return moves to the Refunded status (assuming the order already contains a non-credited payment).
  • Restock (Deprecated)—The return moves to the Restocked status.
  • Ship (Deprecated)—The return moves to the Shipped status.
  • Receive (Deprecated)—The return moves to the Received status.
  • Close—The return moves to the Closed status, or remains in the current status on failure.
Closed The return has been completed and is now closed.
Note:  You cannot mark a Replace type return closed until you fulfill the child order.
Rejected The return has been rejected.
Cancelled The return has been cancelled.

Order Return Status

Orders have an overall return status that is indicative of all the return statuses on the order. This status depends on the statuses of each individual return on the order. For example, an order can have three different returns associated with it, and each of those returns can have a different status. The total collection of each of these return statuses affects the overall order return status.

Refer to the following table for more information on the various order return statuses:

Order Return Status Description
None The order has no returns, or all returns associated with the order are rejected or cancelled.
In Progress The order has at least one associated return that is not cancelled, closed or rejected.
Order Partially Returned There are some closed returns associated with the order; however, there are also returns that are not cancelled, closed or rejected.
Order Fully Returned All returns associated with the order are closed.