Returns

Introduction

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

For more details, see Products – Returns Management.

Description

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

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 a comment for an item condition

Search and filter options

Users can use the search to find ItemReturns by:

• Return ID

• Order ID

• Customer name

• Item ID

• Item title

Two filters 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

The status of each item within an ItemReturn can be updated.

• Items with the Accepted status can be changed to Rejected.

• Items with the Rejected status can be changed to Accepted.

• Items with the waiting_for_input status can be changed to either Accepted or Rejected.

An item with the status waiting_for_input can be put into another status

Trigger refund

The fulfillmenttools systems are not directly connected to any payment providers or accounting software. Therefore, triggering a refund must be managed within external systems to process the actual refund for the customer. Integration options for the refund triggers can be discussed with the fulfillmenttools team.

A refund can be triggered for each ItemReturn. Only items with the Accepted status 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 is 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 sends out an event, allowing the refund to be processed 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, changes to the refund amount or percentage are only possible when complete payment details, meaning price and currency, are available. If either of these details are missing, the accuracy of the refund information cannot be guaranteed, and consequently, no refund amount entries can be provided.

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

If needed, the price and currency information for an ItemReturn can be updated via API. After this is done, it is possible to enter refund information on the updated items.