Order Returns (RMA)

The order return management system (also known as RMA - Return Merchandise Authorization) allows customers to request returns for completed orders and provides admins with tools to review and process these requests.

Overview

The return system includes:

• Customer-initiated returns - Customers can request returns from their account
• Return reasons - Structured reasons for returns
• Return items - Select specific products and quantities to return
• Return status workflow - Track return requests through processing stages
• Refund integration - Process refunds after approving returns
• Return policies - Configurable return windows and eligibility rules

Enabling Returns

Navigate to Ecommerce -> Settings -> Return Settings.

Toggle Enable order returns to activate the feature.

Return Settings

Setting	Default	Description
Enable order returns	Off	Master switch for return feature
Returnable days	30	Days after order completion to allow returns
Returnable statuses	Completed	Order statuses eligible for returns

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Only orders with "Completed" status can be returned. Orders must be within the returnable days window.

Return Eligibility Rules

An order can be returned if:

1. Return feature is enabled - Setting is turned on
2. Order is completed - Order status is "Completed"
3. Within return window - Order completed date is within returnable days
4. No existing return - Order doesn't already have a return request
5. No digital downloads - For digital products, items haven't been downloaded (if digital products are enabled)

Digital Products

Orders containing downloaded digital products cannot be returned.

Return Reasons

Customers must select a reason when requesting a return:

Reason	When to Use
No longer want	Changed mind, not needed
Damaged	Product arrived physically damaged
Defective	Product doesn't work properly
Incorrect item	Wrong product or variant received
Arrived late	Delivery missed expected date
Not as described	Product differs from description/images
Other	Custom reason (requires text description)

Accessing Return Requests

Navigate to Ecommerce -> Order Returns in the admin panel.

The returns table displays:

• Return code
• Order code
• Customer name
• Return reason
• Return status
• Creation date
• Actions (View/Edit/Delete)

Return Status Workflow

Status	Description	Badge Color	Next Actions
Pending	Return requested, awaiting review	Yellow	Approve or reject
Processing	Return approved, items in transit	Blue	Mark as completed
Completed	Items received, refund processed	Green	None
Canceled	Return rejected or canceled	Red	None

Status Changes

• Cannot change from Pending/Processing to the same status
• Cannot change from Completed or Canceled
• Can only progress forward through workflow

Customer Return Process

How Customers Request Returns

1. Customer logs into their account
2. Navigates to Order History
3. Opens completed order (within return window)
4. Clicks Return button
5. Fills return form:
   • Selects items and quantities to return
   • Chooses return reason
   • Adds additional details (optional)
   • Uploads images (optional, up to 5 images)
6. Submits return request
7. System creates return with "Pending" status
8. Customer receives confirmation email

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Return requests are visible to customers in their account dashboard with tracking information.

Admin Return Processing

Reviewing Return Requests

To review a return request:

1. Navigate to Ecommerce -> Order Returns
2. Click on pending return to open details

Return Details View Shows:

• Return code and date
• Original order information
• Customer information
• Return reason and description
• Uploaded images (if any)
• Items being returned with quantities
• Return history timeline
• Store location (if multiple stores)

Approving Returns

To approve a return:

1. Open return details
2. Change Return Status to "Processing"
3. Add processing notes (optional)
4. Click Save
5. System logs status change
6. Customer notified via email

Actions after approval:

• Provide customer with return shipping instructions
• Generate return label (if applicable)
• Wait for items to arrive

Completing Returns

Once returned items are received:

1. Open return details
2. Inspect received items
3. Change Return Status to "Completed"
4. Add completion notes (optional)
5. Click Save
6. Process refund through original order

Refund Process

After completing a return, go to the original order and process the refund for the returned items.

Rejecting Returns

To reject a return request:

1. Open return details
2. Change Return Status to "Canceled"
3. Add rejection reason in notes
4. Click Save
5. Customer notified via email

Common rejection reasons:

• Outside return window
• Items not in original condition
• Missing original packaging
• Non-returnable items
• Evidence of misuse

Return Items Management

Each return request includes:

• Product name and SKU
• Product variation/options
• Quantity being returned
• Original order quantity
• Product price
• Subtotal for returned items

The system validates:

• Cannot return more than originally ordered
• Cannot return items not in the order
• Must return at least one item

Return History

Every return maintains a complete history:

• Return creation
• Status changes
• Admin notes
• Customer communications
• Timestamps and user info

View history in the return details page.

Images & Evidence

Customers can upload up to 5 images with their return request to show:

• Product damage
• Defects or issues
• Wrong items received
• Packaging problems

Admin can view these images in return details.

WARNING

Images are stored securely and only accessible to admin users and the customer who uploaded them.

Store Locations

If multiple store locations are enabled:

Returns can be assigned to specific stores for processing. This helps with:

• Regional returns processing
• Inventory management
• Shipping logistics

Return Codes

Return codes are auto-generated using the same format as order codes:

Format: PREFIX + NUMBER

Example: ORD-000123 (using order code prefix)

Refund After Return

Returns and refunds are separate processes:

Step 1: Complete the Return

1. Receive returned items
2. Inspect condition
3. Mark return as "Completed"

Step 2: Process the Refund

1. Navigate to original order
2. Use refund function
3. Select returned products
4. Enter refund amount
5. Add refund notes
6. Process refund

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Always complete the return before processing refunds to maintain accurate tracking.

Email Notifications

The system sends emails for:

• Return request received - Confirms customer's request
• Return approved - Provides return shipping instructions
• Return completed - Confirms receipt of items
• Return rejected - Explains rejection reason
• Refund processed - Confirms refund (from order refund system)

Configure email templates at Settings -> Email -> Ecommerce section.

Return Statistics

Track return metrics:

• Total returns by period
• Return rate by product
• Common return reasons
• Average processing time
• Completed vs canceled returns

Use this data to:

• Identify problematic products
• Improve product descriptions
• Optimize return policies
• Train customer service

Configuration Best Practices

Returnable Days

Conservative (14-15 days)

• Lower operational costs
• Faster inventory turnover
• Clear expectations

Standard (30 days)

• Industry standard
• Balances customer satisfaction and costs
• Reduces pressure on customers

Extended (60-90 days)

• Higher customer confidence
• Competitive advantage
• Increased operational costs

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Match your return window to your product type and market expectations.

Return Reasons

Keep reasons:

• Clear - Easy to understand
• Specific - Actionable feedback
• Limited - Not overwhelming
• Inclusive - Cover all scenarios with "Other" option

Preventing Return Abuse

To minimize fraudulent returns:

1. Document everything - Take photos of returned items
2. Verify condition - Check against return policy
3. Track patterns - Monitor customers with frequent returns
4. Set clear policies - Communicate expectations upfront
5. Inspect thoroughly - Verify returned items match order
6. Use serial numbers - Track high-value items

Integration with Orders

The return system integrates with order management:

• Return button - Appears on eligible orders
• Return status - Shows on order details
• Order status updates - Changes to "Partial Returned" or "Returned" after return
• Linked records - Easy navigation between order and return

Troubleshooting

Return Button Not Showing

Check if:

• Return feature is enabled in settings
• Order status is "Completed"
• Order is within returnable days window
• Order doesn't already have a return request
• No digital products have been downloaded

Cannot Change Return Status

Verify:

• Not trying to change to same status
• Return is not already Completed or Canceled
• Current status allows the transition

Refund Not Processing

Ensure:

• Return is marked as "Completed" first
• Refund is processed from original order, not return record
• Payment method supports refunds
• Refund amount doesn't exceed order total

Customer Not Receiving Emails

Check:

• Email templates are enabled
• Email settings are configured correctly
• Customer's email address is valid
• Emails not in spam folder

Advanced Features

Multiple Store Locations

If using multiple stores:

1. Assign returns to specific stores
2. Track inventory by location
3. Process returns at nearest facility
4. Route items to appropriate warehouse

Return Analytics

Export return data for analysis:

1. Navigate to return list
2. Apply filters (date range, status, reason)
3. Click Export button
4. Analyze in spreadsheet

Metrics to track:

• Return rate by product category
• Average return processing time
• Refund amounts by reason
• Seasonal return patterns

Custom Return Policies

Implement product-specific return policies:

• Non-returnable items (clearance, personalized)
• Extended returns (holiday season)
• Restocking fees
• Store credit only options

WARNING

Custom policies require theme customization. The default system applies settings globally.

Frequently Asked Questions

How long do customers have to return items?

The Returnable days setting (default 30 days) defines the window. Days are counted from order completion date, not order creation date.

Can customers return partial orders?

Yes. Customers can select specific items and quantities to return. The system tracks which items were returned.

Do returned items restock automatically?

No. Returns and refunds are processed separately. When you refund through the order, you choose whether to restock items.

Can customers track return status?

Yes. Customers see return status in their account under order history. They receive email updates when status changes.

What happens to return images after processing?

Images are retained with the return record for reference. They can be deleted when the return is deleted.

Can I customize return reasons?

The return reasons are defined in the OrderReturnReasonEnum. Customization requires code changes. The "Other" option allows free-text reasons.

Best Practices

1. Process returns quickly - Review requests within 24-48 hours

2. Communicate clearly - Explain next steps when approving or rejecting

3. Inspect carefully - Verify returned items before completing return

4. Document condition - Take photos of returned items

5. Set clear policies - Make return policies visible on product pages

6. Train staff - Ensure team knows return processing steps

7. Monitor trends - Track return reasons to improve products

8. Be customer-focused - Prioritize fair treatment while protecting business

9. Use private notes - Document internal decisions for team reference

10. Follow up - Confirm customer satisfaction after refund processed