Returns Workflow

When a customer submits a return request, you must go to the Returns application to manage it. It is advised to use the Returns Manager role for this.

1. Open the Global Menu () and navigate to Commerce → Returns.

2. Select a return request.

   The return request and the return item(s) move through several statuses during their life cycle. The request progresses based on the actions performed on the return item(s).

   

   When a customer creates a return request, it’s in the Draft status. After submission, it moves to Pending. The item(s) in the return request are initially in the Awaiting Authorization status.

3. Select an item to authorize.

4. Enter its quantity and click Save.

5. Repeat this for other items in the request.

   After authorizing the return item(s), the return request moves to the Authorized status and the item(s) move to the Awaiting Receipt status.

   Note

   You can check the Authorize Return without Returning Products checkbox to authorize returns without customers having to return their products. In this case, the Received column is set to Not Required.

   

6. To mark the item(s) as received, enter the number of units in the Received field and click Save. This is not required for items not requiring return. Once done, the status of the item(s) move to Received.

7. Next, choose how to resolve the return request. Currently, you can only choose refunds.

8. Click Save.

   After selecting the resolution method, the items move to the To Be Processed status and the request moves to the Processing status.

9. If the customer used an offline payment method, you can click Mark as Completed to complete the return. In case of online payment methods, you can create a refund. See Refunds. After creating a refund, you can click Mark as Completed to complete the return.

Note

To process the return request in a single step, enter values for Authorized, Received, and Resolution Method, and click Save.

Related Topics

• Creating a Return
• Adding Reasons for Returns