Operations
Returns
A return tracks the physical goods coming back; a refund tracks the money going back. Returns live under Returns and Active returns, refunds live on the order.
Returns vs refunds
| Question | Answer |
|---|---|
| Buyer sends goods back? | Start a return to track the parcel and inspection. |
| Buyer keeps goods but gets money? | Issue a refund only, no return needed. |
| Both? | Start the return, then issue the refund when inspection passes. Restock only resalable units. |
Buyer sends goods back?
- Answer
- Start a return to track the parcel and inspection.
Buyer keeps goods but gets money?
- Answer
- Issue a refund only, no return needed.
Both?
- Answer
- Start the return, then issue the refund when inspection passes. Restock only resalable units.
Return flow
- 1
Start the return
Orders → the order → Start return. Pick the lines and quantities coming back and the reason.
- 2
Inspect items
When the parcel arrives, mark each line as resalable, damaged or missing.
- 3
Decide money
Issue a full or partial refund from the return; damaged goods skip restock.
- 4
Close
Closing archives the return with its timeline of start, label, arrival and inspection.
Return labels
- Generate a DHL return label directly from the return where DHL is connected.
- The label tracking is attached to the return timeline automatically.
- For other carriers, upload the tracking number manually.
Inbound & restock
- Tick restock only for resalable units; they return to on-hand stock and sync out to channels.
- Damaged or discarded units stay out of stock but remain on the return record.
- Active returns lists every open return with its age, channel and inspection state.
Important
Restocked units immediately become sellable on all sync-enabled listings.
Permissions
- Managing returns needs Owner, Admin, Supervisor, Manager or Support.
- Deleting a return needs Owner or Admin.
- Finance sees the resulting credit notes but not the physical return queue.