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- Access the "Orders history" section of his or her account.
- Select the order from which he wants to return an item by clicking on "Details".
- Select the product(s) that s/he wishes to return by checking the box next to its name(s).
- Add the quantity that need to be returned (in case more than one product need to be returned).
- (optional) In the "Merchandise return" section, add an explanation, in order for the shop team to better understand why the customer wants to return this product.
- Click on "Request a return".
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Statuses can be edited on the "Statuses" tab under the "Orders setting" page of the "Shop parameters" menu. |
Once the form is complete, the customer clicks on "Request a return", and the request is sent to the store manager (you). The request appears as "Waiting for confirmation" in the customer's "Merchandise Returns" page, accessible from the account page.
Return process: how you see it
The return request appears in your back office in the "Merchandise Returns" page. At first, the return request has the "Waiting for confirmation" status.
The refund process can take several steps, which are indicated by the return status. It can be either:
- Waiting for confirmation.
- Waiting for package.
- Package received.
- Return denied.
- Return completed.
It is now up to you to accept it or deny it:
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Product returns are not activated by default. To activate it, go to the "Merchandise returns" page under the "Customer Service" menu, and activate the option in the option section at the bottom of the page. This will apply to all products and all orders. |
- Return products. To be used only when the customer has effectively returned products: once the returned product has been received, you can mark it as returned directly in the order form.
Click the "Return products" button and a new column will appear in the product list, titled "Return". Check the box of the affected products, indicate the quantity of items that were returned, and click the "Return products" at the bottom of the table. - Partial refund. To be used when you need to refund only part of the order and not the whole order, either because the customer returned the ordered product, or simply as a sign of goodwill for a damaged product that the customer chose to keep anyway. Click the "Partial refund" button and a new column will appear in the product list, titled "Partial refund". Set the amount and quantity for each of the affected products, choose one of the options at the bottom of the list (see below), and click the "Partial refund" button at the bottom of the table.
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