Create returns

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This document describes how to create returns in the Back Office.

If a sales order item is returnable, you can create a return for it. On the Storefront, only registered users can create returns. In the Back Office, you can create returns for both the registered and guest users.

Prerequisites

You can create returns for the items that are in Exported or Delivered states only. To learn how to change item states, see Changing the state of order items.

To start managing orders, go to Sales > Orders.

Creating returns

  1. On the Orders page, next to the order you want to return, click View.
  2. On the Order Overview page, click Return.
  3. On the Create Return page, select the items that are to be returned.
Returning bundles

You can only return separate items in a configurable bundle, not the bundle itself.

You can return product bundles only as a single item.

  1. Optional: For Select reason, select a reason for returning the items.
  2. Click Create return. This creates the return and opens the Return Overview page.

Reference information: Creating returns

This section describes the attributes you see when creating a return.

ATTRIBUTE DESCRIPTION
Order reference Unique identifier of the order for which you are creating a return. Click to go to the order’s page where you can view and edit it.
Fulfilled by merchant Name of the merchant the item belongs to. Click to go to merchant’s page where you can view and edit their information.
Merchant Order Reference Unique identifier of the merchant order.
Product All the items in the order. For returning, you can only select the items that are in Exported or Delivered state. To learn how to change item states, see Changing the state of order items.
Quantity Product quantity in the order.
Price Product price in the order.
Total Total amount paid for the item.
Return policy Return policy an item is controlled by.
State Order state of an item.