Returns on orders can be completed from fulfilled orders received by the shopper. Either agents or shoppers can begin the returns process.

Shopper-initiated returns are available in the storefront by default. If the item is designated as returnable, the shopper accesses his/her order history and selects the item to be returned. The shopper enters the quantity and return reason, and submits the request. A confirmation is sent to the shopper displaying a unique return ID as well as a return email with instructions on how to send the package back. By following the instructions and returning the item to your store, a refund is issued.

Some base items may also include add-on items (additional items purchased to enhance or modify the base item for sale, for example, warranties and monogramming). Any regular item can also be an add-on product and can be purchased separately as well as an add-on item to any product as long as it is associated to the main product. While they do possess their own SKU, SKU, description, and attributes, these add-on items cannot be purchased separately and are flagged as not for individual sale in the administration UI. Add-on items appear in the same product detail line as the base item. You can view details and edit add-ons dialogues prior to placing the order. Once the order has been placed, you can review the order details, included together in the product line. You cannot return an add-on item separate from the main product.

Processing returns as an agent involves the following phases:

To process and submit the initial return request:

  1. Complete an order search, and click the appropriate order number link to open the Order Details page.

    To continue with a return, the order must be in Fulfilled status. The customer may have already received the order, but this is not a requirement to process and submit the initial return request.

    If you search by status, the following table shows the choices:



    Being Processed

    An intermediate system status used prior to moving to another status.


    The order is complete, shipped, and delivered to the customer.

    Pending Removal

    An intermediate system status used prior to moving to another status.


    The order has been canceled and not shipped to the customer.

    Submitted to Fulfillment

    The order has been submitted to the warehouse staff to begin fulfillment.

  2. On the Order Details page, you can click the Return History link to review any past returns associated with this order. The Return History shows:

  3. In the Order Items section, click Return Items to create a return request for the order. The Return Items button is displayed even if there are no items available to be returned. In this case, when you click the button, a message is displayed informing you that there are no items available to be returned.

    When returning a product whose quantity is made up of externally-priced (for example, a shopper bidding on an item) and additional standard list priced items, the standard list priced items are returned first. If additional items are selected for return beyond the number of standard list priced items, then the externally-priced items would be returned.

    As an example, a shopper has purchased a product. The first two of the quantity have been externally-priced at $50.00, and the shopper has purchased an additional item at the list price of $75.00. The shopper is now returning two and keeping one. The first item would be returned at $75.00 and the second item would be returned at $50.00. The shopper would still have one item priced at $50.00.

    For returns that result in orders with a negative refund, see Create return requests for negative refunds.

  4. Click the icon to review the quantity shipped, the quantity previously returned, and the quantity of items available for return.

  5. In the item Quantity field, type the quantity of items the customer wants to return. The quantity must be equal to or less than the number of items available for return.

    Note: If the order was sent to multiple addresses, select the item and address associated with the item to be returned. For more information, see the Understand shipping section.

  6. In the Return Reason column, select a reason from the menu.

  7. Enter the quantity and reason for return for any other items in this order that are available for return.

  8. Click Calculate to show amount of estimated refund for the return request.

    Tax is included in the item price, so a refund of the item price automatically refunds the corresponding tax amount. You can modify the tax amount on the Refund page by clicking the Edit icon next to the tax amount. Modification of the tax amount does not impact the refund amount.

  9. Once you complete the processing of the return items, click Submit. The return request has been created.

    The customer should be advised as to how to package and ship the items to the appropriate location. When the items are returned to your ship-to location, the refund can be processed.

Once the customer has returned the item or items to the appropriate ship-to location, you can process the return to reimburse the customer.

To accept the items and process the refund:

  1. Click Returns Processing at the top of the page and complete a return request search.

    Return request search criteria you can use include:

  2. Once you locate the Return Request, you can either review the entire order and its history by clicking the Order number link, or in the Actions column, click Receive.

  3. If you reviewed the Order, in the Return History section, click Receive for the appropriate item.

  4. Once you click Receive, the Acknowledge Receipts page appears.

  5. From the menus, select the quantities to receive and the disposition of the return request. The disposition can be one of the following:

  6. Add any comments to the field.

  7. Click Save to save the quantity and other information.

  8. Click Refund. The Return Request – Refund page appears.

  9. On the Return Request – Refund page, do the following:

    Any agent can edit and save the refund values. If the values are edited, only an Agent Supervisor can process the refund.

    In an order using the PayPal option, on the Return Request page, the Refund Mode section shows the refund is made through PayPal along with the amount to be refunded.

    For information on PayU Latam in regards to returns, see the Understand PayU Latam use section.

The status for this order under Return History changes to Complete.

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