[Coming Soon] Return Order by Customer (New)

To provide customers with better post-sales service, you can enable the "Return Order by Customer" feature. This allows customers to submit return requests directly through the storefront, saving you operational time and communication costs.

⚠️ Please note before starting:

• Return orders created before this feature is enabled do not support "Inspection" and "Refund".
• For more information on creating return orders in the SHOPLINE Admin, please refer to Advanced Return Management (New).

 

This article will cover the following:

• Enable "Return Order by Customer"
• Return request process
• View return status
• Export return order report
• Notes

 

 

1. Enable "Return Order by Customer"

Step 1

In the SHOPLINE Admin, go to [Settings] > [Order Settings], and switch on the "Return Order By Customer" toggle.

*Note: At least one return delivery method should be set if you wish to enable this feature. Please refer to Return delivery setup for more information.

 

Step 2

After the "Return Order By Customer" toggle is switched on, please set the return period. Once completed, click the Update button at the bottom right to save the changes.

*Notes:

• The return period starts from the date when the order delivery status changes to "Shipped / Arrived / Collected."
• You must set the number of days to greater than 0. If you change the number of days, the return period for all eligible orders will be recalculated.
• The end date of the return period will be subject to the customer's time zone.

For example

Set the return period to "7" days. Change the order status to "Collected" on 1 August;
the return deadline for that order will be 8 August at 23:59.

If you change the return period to "3" days on 3 August, 
the return deadline for that order will be updated, ending on 4 August at 23:59.

 

2. Return request process

If you want to learn more about handling return requests from your customers, please refer to Advanced Return Management (New).

 

Step 1

After the customer logs in to your online store, go to [Member Center] > [Orders] and click the View button next to the order they wish to apply for a return. 

 

Step 2

Scroll down to the bottom and click Apply Return Order.

*Note: You can only apply for a return when the order delivery status is "Shipped / Arrived / Collected" and within the allowed return period; a return deadline reminder will be displayed here.

 

Step 3

Select the product you wish to return and enter the return quantity and return reason.

 

Step 4

Fill in the return and refund information, and check "I agree to the shop's Return Policy". Then, click Confirm Return Order to submit the application.

For more information on 7-11 return (C2B), please refer to 7-11 C2B 顧客退貨流程 (this article is only in Chinese).

 

Step 5

Once submitted successfully, the page will display a notification that says "Your return order has been submitted". You will also receive a return confirmation email from the system.

 

Return confirmation email example

 

 

3. View return status

Step 1

After logging into the store, there are two ways for customers to view the return status.

• Go to [Member Center] > [Orders]. Click on the View button, scroll down to the bottom, and click View Return Order.
  
  
  
• Go to [Member Center] > [Orders] and click Return Progress.

 

Step 2

On this page, customers can view the return status, refund status, return inspection status, inspection remark, and refund records.

*Note: The Return Inspection Status will display "Pass" for successfully returned products.

 

4. Export return order report

Step 1

In the SHOPLINE Admin, go to [Order Management] > [Return Orders]. Click Export Return Order Report.
*Order History Auto-Archiving: Only supports exporting return orders within 2 years. Data earlier than 2 years will be automatically archived and will not be displayed on the return order list.

 

Step 2

Set the report range as "Current Page" or "Selected Return Orders", and click Export.

*Note: You can go to [Report & Analytics] > [Report Export] to download the report or view export progress.

 

Step 3

Go to your inbox and open the email sent from the system. Click Download Return Order Report.

 

Return Order Report example

The Return Order Report includes fields such as Return Order Number, Original Order Number, Return Delivery/Payment Method, Product Return Reason et.c

 

5. Notes

• 7-11 Return (C2B) service is only available for TWD stores on the Advanced plan or higher, with a limit of NT$20,000 per transaction. For more information, please refer to 7-11 C2B 退貨便 (This section is only available in Chinese).
  
  
• Customers cannot request a return if the order delivery status is "Unfulfilled", "Returned" or "Returning".
  
  
• The following product types are available for return:
  • General product
  • Product subscription (Only supports return of the ongoing cycle. A new order will still be generated for the next period of subscription).
  • Product Set (Returns must be made for the entire set; individual product returns are not supported).
  • Add-on
  • Free Gift
  • Custom product
    
    
• When the return status changes to "Return completed", the system will automatically refund the store credit/points to the customer. If you do not require this adjustment, please manually update it by going to [Customer Management] > [Customers].
  
  
• If an order is associated with a return order, the actions on the product details for that original order will be restricted. For more information, please refer to Edit Product Details of an Existing Order.
  
  
• If you want to learn more about return order creation in the Admin, description of return order fields, or return method settings, please refer to Advanced Return Management (New).

 

 

Read more

• Advanced Return Management (New)
• Edit Product Details of an Existing Order