Returns
Learn how the returns work in CE.
In case a customer is not satisfied with the product, they can call the merchant (customer service) and ask for a return of a complete order, partial order or from different orders for different products.
Scenario - Customer calls Merchant Support to return items
A customer created several orders with several items. After the delivery the customer calls the merchant customer service to ask for a return of one or more items.
As a customer service employee, log in to the Management Dashboard and open the returns overview page.
To open the edit mode, click the Create return button.
Select the order you want to make a return for:
a. Existing customers: Select the corresponding customer from the list.
Only one customer can be selected and for that customer returns can be created.
After selecting the customer, go to the Orders tab to select the orders which the customer wants to create the return for.
b. Guest customers: Go to Orders tab to find the relevant order. You can filter the orders by email from the purchase.
If you don't select any customer in the Customer tab, the Orders tab shows only the orders created by the guest customers.
In the Products tab, all the related products are displayed for these selected orders. The following screen shows the selected orders and the corresponding products.
All the products that you want to return have to be selected. It is possible to decide if the same reason code & reason details is used for all products. The reason code on header level is mandatory. Reason codes are provided on product level.
If different reason codes and reason details are necessary, it is possible to maintain a different reason for separate materials.
Select the products which should be returned. With selecting the items the pricing calculation takes place.
If the ordered quantity is greater than one, only a partial quantity can be returned.
The return total is calculated with the selected products. Within the last step, in the review tab, it is possible to check the whole return.
Check the return under review and save the return.
Result: After saving the return it is visible under the Returns overview with status pending.
By default, the validity of the return is set to 30 days.
It is possible to change the statuses within the details of the return.
Let's assume everything is booked in the corresponding backend systems (integration work for a project). The status is selected and set to Approved within the Management Dashboard.
Save the return, the status gets updated.
Scenario - Customer creates a return from the storefront
Within this scenario, we provide the possibility to enable the self service for your customer. This means your customer is able to create a return from your storefront.
Customer logs in and opens the My Orders overview under My Account.
In the case when a guest customer wants to return the purchased item, they need to register with the email address provided at checkout and to create a customer account. After logging in, the customer is able to see the orders history associated with the email.
The customer clicks on Return and the order that is to be returned is opened.
You can only decrease the quantity. A return reason (reason code) is mandatory. The text (reason details) is optional.
The customer clicks the Submit return button, a return is created within the showcase and Management Dashboard.
Storefront view:
Backend view: Overview page - return is created with status pending
Return details:
The employee can decide if the return is rejected, approved or just closed. In this case, the return is approved.
The status is updated for the customer under My Account → My Returns.
Return details:
It is not possible to create a second return for the same order in the showcase.
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