# Returns

The return view gives an overview of all returns that were created in the [returns-app](https://docs.fulfillmenttools.com/documentation/apps/returns-app "mention") along with relevant information. Users can also perform actions such as accepting or rejecting items.

{% hint style="info" %}
If you can't see this view, it will need to be enabled in the [remote configuration](https://docs.fulfillmenttools.com/documentation/by-pillar/store-operations/remote-configuration) API using the `SHOW_RETURN_SECTION` key.
{% endhint %}

### General

When an [ItemReturn](https://docs.fulfillmenttools.com/documentation/by-pillar/store-operations/returns) is created in the [Returns App](https://docs.fulfillmenttools.com/documentation/apps/returns-app), it's visible as a new entry in the returns section in Backoffice.

Each entry contains information about the item that's been flagged to be returned:

* Status
* Customer information
* Return creation date
* Return ID
* Order ID
* Returned items

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

<figure><img src="https://content.gitbook.com/content/Lrrr5jgTsDuR38gNJIrm/blobs/jbF3ybztzhjuLqCY4rcH/Returns%20w_%20comment.png" alt="Returns overview in the Backoffice with paper clip icon and additional information" width="375"><figcaption><p>Additional information shown with a comment for an item condition</p></figcaption></figure>

### 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`.

<figure><img src="https://content.gitbook.com/content/Lrrr5jgTsDuR38gNJIrm/blobs/wfroI4fDaDMG40pw5vzW/Returns.png" alt="Returns page in the Backoffice with examples" width="375"><figcaption><p>An item with the status <code>waiting_for_input</code> can be put into another status</p></figcaption></figure>

#### Trigger refund

{% hint style="info" %}
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.
{% endhint %}

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`.

<figure><img src="https://content.gitbook.com/content/Lrrr5jgTsDuR38gNJIrm/blobs/tSjrUoRqVwd6gFzdqGal/Refund%20dialog.png" alt="View of the &#x22;Trigger Refund&#x22; dialog with examples and options" width="375"><figcaption><p>Items with status `Accepted` and `Rejected` with options for triggering refunds</p></figcaption></figure>

## FAQ

<details>

<summary>Why is no information available although the `ItemReturn` includes a price for each item?</summary>

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.

</details>