How To: Manage Return Requests

The Orders → Return requests page contains the list of product return requests. You can sort or filter the list according to different parameters. To filter the requests, use the search panel to the right of the list.

To handle a particular request, click the gear button corresponding to the request and choose Edit. This will open the request details (split into four tabs):

  • Return products information—the list of products from the request that are or will be approved for the return.
  • Declined products information—the list of products from the request that are or will be declined for the return.
  • Comments—the comments about the requested return; the customer will be able to see these comments.
  • Actions—the actions that you can perform on the return request.

Change a Request Status

  1. Go to Orders → Return requests.
  2. Click on the ID of the request.
  3. Switch to the Actions tab.
  4. Select a new status from a drop-down list.
  5. If necessary, choose to recalculate the original order.
  6. If necessary, select to notify the customer and the order department.
  7. Click the Save button to apply the changes.

Decline/Approve Individual Products

If a request consists of multiple products but you are going to accept only few of them, you can decline the products by excluding them from the list of approved returns.

To decline a product or several products at a time:

  1. Go to Orders → Return requests.
  2. Click on the ID of the request. You’ll see the Return products information tab.
  3. Tick the checkboxes of the products for which you’d like to decline the return.
  4. Click the Decline products button above the list.

The products declined for return will be moved to a separate list. To approve a declined product:

  1. Switch to the Declined products information tab.
  2. Tick the checkboxes of the products for which you’d like to approve the return.
  3. Click the Accept products button above the list.

The products will appear in the list of products approved for the return.

Issue a Gift Certificate

You can issue gift certificates to cover the cost of all or some of the products approved for return. To issue a gift certificate:

  1. Go to Orders → Return requests.
  2. Click on the ID of the request. You’ll see the Return products information tab.
  3. Tick the checkboxes of the required products.
  4. Click the Create gift certificate button above the list of approved products.
  5. If prompted, confirm the action. The code of the new certificate will appear above the tabs.