[Coming Soon] Advanced Return Management (New)

Advanced Return Management allows for full or partial order returns, helping you manage return orders and products. Customers can clearly track the return and refund progress. Advanced Return Management supports integrated 7-11 Return Only (C2B) services. If you would like to arrange another return method with customers, you can set up custom return logistics, such as having customers return products by postal service.

⚠️ Before you begin, please note:

• The "Advanced Return Management" feature is available to stores in all countries/ regions. Please note that 7-11 Return Only (C2B) is only available to TWD stores with Premium plans or above.
• Order history auto-archiving: Only orders created within the last 2 years will be displayed in the Admin and order report. Orders earlier than 2 years will be automatically archived.

 

This article will cover the following:

• Return delivery setup
• Create a return order
• Return order overview
• Product details of parent order
• Notes

 

1. Return delivery setup

Step 1

In the SHOPLINE Admin, go to [Settings] > [Delivery Options] > [Return Delivery Options], and click Add to add a new return delivery option.

 

Step 2

You can select "Custom" or "Store" as the delivery type.

*Note: "Store" here refers to convience stores.

 

i. Custom

If you select "Custom" as the delivery type, you must fill in the "Merchant Name" and "Return Delivery Option Name". Upon completion, click Add.

*Note: The types of languages supported in your store will be displayed here.

 

ii. Store

If you select "Store" as the delivery type and "7-11 Return Only (C2B)" as the provider, you will need to contact our Online Merchant Success Team to apply, obtain the store code, and complete the integration setup.

*Notes:

• Only TWD stores with a Premium plan or above can apply for this feature.
• The upper limit for 7-11 Return Only (C2B) is NT$20,000.
• The application will take approximately 7-14 business days. Before approval, this return delivery option will not be available.

 

2. Create a return order

Step 1

Go to SHOPLINE Admin > [Order Management] > [Orders] and enter the order detail page of the order that you want to return. In the "Product Details" section, select Return Order.

*Notes: The system will decide if the order is available for return based on the delivery status:

• Available for return: "Shipped", "Arrived", and "Collected".
• Not available for return: "Unfulfilled", "Returned", and "Returning".

 

Step 2

Select the product that you want to return and enter the return quantity. The following product types are available for return:

• General product
• Product subscriptions (Only supports returns for products of the ongoing cycle; orders for the next subscription cycle will be generated as usual)
• Product set (Only supports returns for entire product set, not individual products)
• Add-on
• Free gift
• Custom product

 

Step 3

Select the return delivery type under the "Providers" drop-down list. Then, fill in the recipient information.

*Notes:

• The system defaults to the "Return not required" option. To add another return delivery type, please refer to  1. Return delivery setup.
• If you select the "Return not required" option, the Recipient Name, Phone, and Address fields will not be displayed.
• The "Return not required" option can only be selected from the Admin. To allow customers to select the "Return not required" option on the storefront, please refer to Return Order by Customer (New).

 

Step 4

Select the return payment type under the "Payment type" drop-down list. Then, fill in the required information.

 

Step 5

In the confirmation pop-up window, click OK to create the return order. The system will then direct you to the return order page.

 

3. Return order overview

i. Return Details

This section displays the Return no., Date, and Status. There are 4 types of return status: Return requested, Return confirmed, Return completed, and Return cancelled. Please refer to the table below for details on each return status.

 

Return requested	The status after creating a return order. The customer will see a "Return in progress" status on the storefront.
Return confirmed	The return order has been confirmed. The customer will see a "Return confirmed" status on the storefront.
Return completed	When updating the status to "Return completed", you must confirm the reverted credits/points and set up the validity period. For more information, please refer to V. Return details. Once you confirm the reverted credits/points, the return order will be updated as completed and no longer support the following actions: Update return order status Edit refund information Edit return information Execute inspection Edit return details
Return cancelled	The return has been cancelled and no longer support the following actions: Update return order status Edit refund information Edit return informatio. Execute inspection Edit return details

*Note: For more information on order limitation, please refer to Order Status and Operations.

 

ii. Refund Details

This section displays the Refund Status and Type. There are 2 types of refund status: Pending and Refunded. You can still edit the refund type when the status is "Pending". For more details and limitations, please refer to the table below.

Pending	When the refund status is "Pending" and the return status is "Return requested/Return confirmed", editing the refund type is supported. If the return method is not "7-11 Return Only (C2B)", the refund type cannot be changed to "7-11 C2B Return No Refund".
Refunded	Does not support editing Refund Type and and Return Details. If you refund through SHOPLINE Payments, the refund status here will not be updated.

 

iii. Delivery Details

This section displays the return Status, Type, Return Name, Return Phone, and Return Address. There are three types of return status: Returning, Returned, and Return not required. Editing is supported when the return status is "Returning". For more details, please refer to the table below.

*Note: When the return delivery type is "Return not required", the return status will display "Return not required" and cannot be modified.

Returning

When the return status is "Returning" and the return status is "Return requested/Return confirmed", editing the return Type, Return Name, and Return Phone is supported. After editing the return type, the return status will revert to its initial status. The initial return status for "Return not required" is "Return not required". The initial return status for non "Return not required" is "Returning". When changing the return type, a pop-up confirmation window will appear notifying that the shipment tracking will be removed upon changing.

Returned

Editing the return type is not supported. If the return method is "7-11 Return Only (C2B)", editing the return type is not supported when the return status is Returned/Arrived.

 

iv. Product Details

This section displays the Product Inspection Status, Return Product, and Inspection Remark. You can click the Execute Inspection or Print return order details buttons.

*Note: If the return type is "Return not required" the inspection status will display "Inspection not required" and the "Execute Inspection" button will not be available.

Execute Inspection

Step 1 You can click the Execute Inspection button when the return status is "Returned/Arrived".   Step 2 Fill in the "Pass Inspection Quantity / Restocked inventory quantity". The "Inspection Remark" field is optional. Upon completion, click Confirm inspection. *Notes: If you do not need restocking, please enter "0". Depending on the restocking option, the system will restock once the return status is updated to "Return completed". If the returned product is a "Custom Product" or originated from Smart OMO, the restocking quantity is "0" by default and not editable.   Step 3 A confirmation pop-up window will appear and editing will not be available upon confirmation. Click Confirm inspection to complete.   Step 4 You will be directed back to the "Product Details" section. The inspection status will be updated to "Inspected". Check the box for "Show inspection remark" to show the inspection remark (if any).

Print return order details

Click Print return order details to view and print the return order details.

 

v. Return details

This section displays the Return subtotal, Return discount, Return reverted credit/point discount, and Return total. You can also click on Edit to add the Return adjusted item.

Return subtotal	The total amount of all products in the return order.
Return discount	Discounts allocated to the returned products (including custom discounts). For more details, please refer to Discounts Allocation.
Return reverted credit/point discount	Credits/points allocated to the returned products. The credits/points will be reverted to customers once the return order status is updated to "Return completed". *Note: The system only supports reverting credits/points. If you would like to do otherwise, please adjust them manually on [Customer Management] > [Customers].
Return adjusted items	Step 1 Click Edit > Add return adjusted items.   Step 2 Enter the item name and return amount. Upon completion, click Add. Supports entering positive and negative integers. Entering a positive integer will increase the refund amount while entering a negative integer will decrease it. When the return order status is "Return completed" or the refund status is "Refunded", the "Add return adjusted items" button will not be available.
Return total	The calculation method for Return total: Return subtotal - Return discount - Reverted return credits - Reverted return points ± Return adjusted items.

 

vi. Order activities logs

This section displays the activity logs for the return order, including the time, action, and administrator.

 

4. Product details of parent order

After successfully creating a return order, the original order's product details will be divided into two tabs: Shipped products and Returned products. Please refer to the table below for details.

For more information, please refer to Edit Product Details of an Existing Order.

Shipped products	Display products in the order that have not been returned, or products that were requested for return but the return was cancelled. If the order status meets the return conditions, you can click Return at the top right corner of the shipped items list. If all items in the order have been returned, a message will appear stating "There are no shipped items in this order".
Returned products	Displays the return order number, return order status, and discount allocation for the order. When the return order status changes to "Return Completed", the return details will be updated to the original order. If there are multiple return orders for the same order, the system will automatically sum up the return total.

 

5. Notes

• If you are using both the "Advanced Return Management (New) + Order Status Automation App" features, please ensure they are updated to the latest version. Using an outdated version may result in system errors.
  
  
• The Advanced Return Management (New) supports:
  
  • Affiliate Campaign
  • Affiliate Performance Center for KOL
  • Member Referral Campaign
    
    
• The new return order will include the calculation method for the membership tier. For more details, please refer to Membership Auto-Downgrade | Membership Tier.
  
  
• If the order includes a new return order, the traffic maintenance fee will be determined by the return order status. For more details, please refer to Traffic Maintenance Fee Overview.

 

 

 

Read more

• Edit Product Details of an Existing Order
• Return Order by Customer (New)