Returns

Learn how to create and manage returns in the B2B Commerce Frontend.

Create and manage returns for products from your orders directly on the B2B Commerce Frontend. You can return complete orders, partial orders, or items from different orders, providing a self-service option for managing returns without needing to contact customer support.

Overview

When a customer is not satisfied with a product or needs to return items for any reason, they can create a return request directly from their account. The return process is integrated with the order history, making it easy to select items to return and track the status of return requests.

Creating a return

To create a return, you need to be logged in to your account. The return process starts from your order history. Navigate to Order Management → Order History, then select the order containing the items you want to return and choose the Return button on the order.

If you made a purchase as a guest customer and want to return items, you need to register with the email address provided at checkout and create a customer account. After logging in, you can view your order history associated with that email address.

Selecting items to return

When creating a return, you can:

• Select specific products from the order to return

• Adjust the quantity for each item (you can only decrease the quantity, not increase it)

• Return items from multiple orders if needed

Providing return reason

For each return, you need to provide:

• Return reason (reason code) - this is mandatory and helps categorize why the item is being returned

• Reason details - optional text field where you can provide additional information about the return

Submitting the return

After selecting the items and providing the return reason, click Submit return to create the return request.

Result: The return is created with a Pending status and is visible in both your customer account and the merchant's Management Dashboard.

Creating a return with the Frontend Agent

You can also use the Emporix Frontend Agent to create a return. The Frontend Agent can help you initiate the return process through a conversational interface.

To create the return with AI, prompt the agent to create a return providing the order number. After confirming the quantity and reason for the return and the agent automatically created the return request.

Creating a return with Frontend Agent

Managing returns

Once a return is created, you can track its status in your account:

• Navigate to Order Management → Returns & Claims to view all your return requests.

• View return details including the items being returned, quantities, and current status.

• Track the progress as the merchant reviews and processes your return.

Return statuses

Returns can have different statuses as they are processed:

• Pending - the return request has been submitted and is awaiting merchant review

• Approved - the merchant has approved the return request

• Rejected - the return request has been declined by the merchant

• Closed - the return process has been completed

The status updates automatically as the merchant processes your return in the Management Dashboard.

With every change, email notifications are sent to keep you informed about the status of your return request, including when it's approved, rejected, or when additional action is required.

Return validity

By default, returns are valid for 30 days from the date of creation. Make sure to submit your return request within the allowed timeframe.

To learn more about the API used in this use case, see the Returns Service documentation. For user guides, check the Returns documentation.