Returns

This page is outdated. Please go to our new documentation under https://docs.fulfillmenttools.com/documentation.

Introduction

The return view gives an overview over all returns that were created via the Returns app along with relevant information. Users can also perform actions such as accepting or rejecting items.

This view can be enabled in the remote configuration via API.

Description

General

When an ItemReturn is created via the Returns app, it is visible as a new entry in the returns section in the Backoffice.

Each entry contains information about the ItemReturn:

• Status

• Customer information

• Return creation date

• Return ID

• Order ID

• Returned items

Furthermore, additional information entered while creating a new ItemReturn (such as comments) is displayed here. The information is shown upon hovering over the paper clip icon.

Additional information shown with comment for an item condition

Search & filter options

Users can use the search to find ItemReturns by:

• Return ID

• Order ID

• Customer name

• Item ID

• Item title

Two filters that can be used in conjunction with the search:

• Return status

  • Open

  • In progress

  • Paused

  • Announced

  • Finished

• Item status

  • Open

  • In progress

  • Waiting for input

  • Rejected

  • Accepted

Available actions

Actions on item level

Each item within an ItemReturn can be updated to a different status.

• Accepted items can be rejected.

• Rejected items can be accepted.

• Items with the status waiting_for_input can be either accepted or rejected.

Item with status waiting_for_input can be put into another status

Trigger refund

Our systems are not directly connected to any payment providers or accounting softwares. Therefore, triggering a refund must be managed within external systems to process the actual refund for the customer. If you would like to discuss options for integrating our refund triggers with your system, please contact our team.

A refund can be triggered for each ItemReturn. Only items that are accepted can be selected for a refund. For each item, either a specific amount or a percentage can be selected for refund.

Only the price and currency provided in the order can be displayed when making a refund. If this information is not available, no refund amount or currency will be shown. The price and currency information for the ItemReturn can be updated via API.

The items that should be selected for refund need to be checked via the boxes. Clicking "Start refund" at the bottom of the page will send out an event, allowing to process the refund within external systems. Additionally, the item's status is set to "refund triggered".

Items with status "Accepted" and "Rejected" with options for triggering refunds

FAQ

Why is no information available although the ItemReturn includes a price for each item?

To ensure accurate refund information, we allow changes to the refund amount or percentage only when complete payment details are available, meaning price and currency. If either of these details are missing, we cannot guarantee the accuracy of the refund information and, consequently, we cannot provide any refund amount entries.

It is still possible to manually enter an amount to be refunded.

If needed, you can update the price and currency information to your ItemReturn via API afterward. When this is done it is possible to enter refund information on the updated items.