Returns and exchanges

There are two kinds of returns in online selling: the customer refuses the parcel at the door, or they send items back after delivery (wrong size, damaged, changed their mind). Taking returns is a manager's or owner's job.

Refused parcel (whole order back)

• Courier orders: when the courier reports the parcel returned, the order is marked returned by itself.
• Your own rider: open the order and click Returned by customer, then answer Why was it returned?

Either way the invoice is voided and the stock comes back (Returned: stock restored). The order moves to Cancelled / returned and counts against that phone number's history, which feeds the fake-order risk.

Return after delivery

When a delivered order's items come back:

1. Find its invoice in Orders › Sales history (every confirmed order has one) and click Return.
2. For each item, type the Return qty (you can return some of the items, not all) and choose Restock to put it back on sale, or Damaged / expired to keep it out of stock.
3. Add a Reason (optional).
4. Under Give back as choose Refund money (and from which account) or Reduce the customer's due. Tick Also give back the delivery charge if it was your mistake.
5. Click Save return.

If the sale is older than your return window, you see This sale is older than the …-day return window; a manager can still take it. The window is set in Admin › Settings.

Size or colour exchange

The simplest way for an online exchange:

1. Take the returned item back as above, giving back the value as Reduce the customer's due or a refund.
2. Make a new order for the replacement in Orders › New manual order, with the tag exchange and a note, and book the courier as usual.

The Exchange for other items option on the return page opens the Showroom POS with the returned value as credit; use it when the customer comes to your showroom.

The returns list

Orders › Returns & exchanges lists every return with its Date, Invoice, Items, Reason, Value returned and how it was Given back as.