A shopper sends goods back, the store answers, the warehouse receives, the refund follows
Who is involved
| Role | What they do |
|---|---|
| Shopper | Asks to return items from their order page. |
| Catalogue manager | Approves or rejects with a message, and sends the refund. |
| Warehouse clerk | Receives the goods (in Sales Orders when it is held). |
Step by step
- Shopper
Opens the order after delivery and chooses Return items: which items, how many, and the reason.
What they see:The request, waiting for the store, with its return number. The button is only there inside the return window.
- Catalogue manager
Opens the order, reads the return and approves it with a message, or rejects it with the reason.
What they see:The return is approved or rejected; the shopper's order page shows the message.
- Warehouse clerk
When the goods arrive, completes the return in Sales Orders — or the manager marks the goods received.
What they see:The return moves to Goods received.
- Catalogue manager
Opens the refund: it is already filled with the returned lines and their tax.
What they see:The proposed amount; confirming sends the money and marks the return refunded.
Who is told what
The store's events announce each step (requested, approved, rejected, received); e-mail and bell messages follow once the store's notification workflows for returns are switched on.
Related
- Products & Online Store
- Sales Orders & Fulfilment
- A shopper's review is held until a person publishes it
- A stocked product is received into stock before the shop sells it
- A trade customer gets their own price list and is quoted from it
- Price lists are given to customers from the customer register
- Product pictures and downloads live in Documents
- Team workflows