Processing returns
You can return an entire order or the individual products in an order. The system automatically calculates all the return prices, fees, shipping, and taxes. The return option for an order is enabled only after the payment process is initiated for the order. Orders with the Fraud status cannot be returned.
Prerequisites
- Ensure that you have the Orders & Inventory Editor or Administrator privileges to fabric Orders. For more information, see the Role-Based Access Control section.
Procedure
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In the left menu, click Orders.
The Orders tab is displayed on the Manage Orders page.
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To find the order, use the search or filter options on the Manage Orders page.
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In the orders table, click the Order Number.
The order details are displayed on the Basic details tab.
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In the top-right of the page, click Return Order.
The Return order page is displayed.
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In the Select SKUs to return section, click one of the following:
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To refund an entire order, select the Refund entire order checkbox. This automatically checks every item in the order and sets the maximum return quantity for each SKU.
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To refund specific items, click the checkbox next to the SKU you want to exchange and use the + or - buttons to set the quantity.
The Refund summary is updated.
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Click Next.
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If multiple return reasons exist for each SKU, clear the Same reason code for all SKUs field.
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In the Action field, select Return and refund.
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In the Reason code field, select a reason code.
You can add additional information for the exchange by selecting Add sub-reason code and by providing the information in the Sub-reason code field.
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Click Next.
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In the Refund section, enter the refund amount in the Refund $ field.
The system automatically adjusts the order to include any previous discounts, adjustments, and taxes. More information on the refund can be reviewed in the Refund summary.
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In the Shipping refund field, enter a shipping refund amount.
If the customer qualified for free shipping, this field is set to $0.
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In the Refund Fee field, enter a fee refund amount.
If the customer did not pay any fees, this field is set to $0.
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Click Next.
The Confirm section is displayed with an overview of the refund.
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Click Confirm.
The order status is updated to Returned.
Refund Summary
The Refund summary section displays a breakdown of the total amount being refunded. Selecting more than one item to refund updates the summary accordingly. The following table describes each field in the Refund summary section.
| Field | Description |
|---|---|
| Subtotal refund | Displays the refund subtotal which excludes discounts, fees, adjustments, shipping, and taxes. This amount can be edited in the refund process. |
| Discounts refund | Displays the discount amount applied to the order. If discount codes were applied to a product, the system automatically adjusts the refund summary. |
| Fees refund | Displays the additional fees that were charged for an order such as an oversized item fee. This can be edited in the refund process. |
| Adjustment refund | Displays the adjustments applied to the order if applicable. |
| Shipping refund | Displays the shipping refund amount. This can be edited in the refund process. |
| Tax refund | Displays the tax refund amount. Tax refund amounts cannot be edited and are broken down into sub-taxes. For example, Canadian orders are broken down into two taxes, General Sales Tax (GST) and Provincial Sale Tax (PST). Use the More Details field to get a list of taxes. Taxes are calculated for individual products, so returns with multiple products display duplicate taxes representing each product. |
| Total refund | Displays the total refund amount. |
Adding Notes to an Order
The Add Notes option is located under the Return order label.
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To add notes to an order, Click Add Notes.
The Add notes window is displayed.
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Enter the note.
Notes are limited to 110 characters.
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Click Save.
You can edit the note by clicking Edit Notes. Repeat step 2 and 3 to complete the update.
The note is added under the Return order label. Notes are only saved if you complete the entire return process.
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