Advanced Return Management

⚠️ Before you start, please note that if you use the new "Advanced Return Management" 
feature, you can refer to the following articles:

1. [Coming Soon] Advanced Return Management (New)
2. [Coming Soon] Return Order by Customer (New)

SHOPLINE has introduced an advanced version of return management service, allowing merchants to process full or partial returns for orders. This assists you in conveniently managing returned items and orders, while customers can also track the return and refund progress more transparently.

The current advanced return management feature supports integration with 7-11 Return (C2B) for selecting return methods. If you coordinate alternative return methods with customers, you can also independently set up non-integrated return logistics, such as instructing customers to return the items by mail.

This article will cover the following:

• Create a return order using custom return delivery options
• Create a return order using 7-11 Return (C2B) for TWD stores

Should you wish to allow customers to request returns on the storefront, please refer to Return Order by Customer.

*Notes:

• Exporting Return Report is only available upon switching on the "Return Order By Customer" toggle via [Settings] > [Order Settings].
• The "Advanced Return Management" feature is available for stores in all countries/ regions. Please be aware that 7-11 Return (C2B) under Return Management is only available for TWD stores with Premium plans or above.
• [Coming Soon] Order History Auto-Archiving: If an order associated with a return order is archived, the return order will no longer show on the "Return Orders" page.

 

1. Create a return order using custom return delivery options

Step 1. Add a custom return logistics method in Admin

In SHOPLINE Admin, go to [Settings] > [Delivery Options] and click the Return Delivery Options tab. Click ⊕ Add to create a custom return delivery option. 

The return delivery option will not be displayed on the checkout page for customers to choose from; it can only be selected by merchants in Admin when processing returns for orders.

 

If you would like the customer to return the product to you by mail, you can select a return delivery option "Custom" as your Delivery Type, enter your business name, and name the delivery option. For example, you can name the option "Return by mail."

*Note: A return order with a custom delivery option requires a custom payment option. Please ensure that you have previously added a non-integrated custom payment option in [Payment Options] that is also "displayed/ hidden" on the storefront (e.g. "Bank Transfer").

 

Step 2. Execute a return and create a return order on the order page

Go to [Order Management] > [Orders], find the order for which you want to process the return, and proceed with the following steps.

 

Step 3. Choose the target order (product)

🔔 Reminder: A single order can only generate one return order. To return certain items or return items separately, it is recommended to first "split the order" before creating return orders.

In the "Product Details" section of the order, click the Return Order button on the top right.

 

Step 4. Select the items and quantity you wish to return

Check the products to be returned and enter the return quantity.

 

Check the box at the top left to select all the items and quantities at once. 

 

Step 5. Select the return delivery type and refund (payment) type

• Return delivery type: Select a custom return option (logistics provider), such as "Return by mail" added in the step above, and enter the recipient's name, phone number, and address.
  
  
• Return payment type: 
  • Provide the refund account: Customers can enter their bank account, and once the return is received, you can process the refund to the provided account.
    
    
    
  • If the order payment option is SHOPLINE Payments - Credit Card/ Integrated payments: The section for refund payment types will display the original payment options. For example, if the original order was paid with SHOPLINE Payments - Apple Pay, then in the creation of the return order, there will be an option "Apple Pay" under the "Payment Type" section. By choosing this option, it means that once the store receives the return, customers will be refunded via Apple Pay.
    
    
    
  • For non-integrated payments and custom payment options that are "displayed/ hidden" on the storefront: Take "Bank Transfer" as an example in the image below. It means that once you receive the return, customers will be refunded via bank transfer.

If this payment option is intended only for "returns", it is recommended to exclude it from all delivery methods and make it available only for the "return method" (return delivery type). This way, the payment option will not be displayed when customers place an order. (If you need to customize payment options, please proceed to [Settings] > [Payment Options] to add one).

When you confirm, please click on Place Return on the bottom right to complete the creation of the return order.

 

Step 6. Complete creating the return order

You can find information about the return order via [Order Management] > [Return Orders] and review the details of the original order.

 

*Notes:

• The "Order Total" amount in the established return order does not reflect the actual amount of the returned items but represents the "Order Total" amount from the original order.
• An order can only generate one single return order, which, upon creation, cannot be deleted. In the case where other items from the original order also need to be returned, it is recommended that you "split the order" for the items to be returned and modify the delivery status of the orders to facilitate tracking in the future.

 

Step 7. View and edit the return order

Once the return order is created, you can manually update the "Return Details, Refund Details, and Delivery Details" and other relevant information within this order to facilitate internal processing and tracking of return matters.

 

i. Update Return (Order) Status, Refund Status, and Delivery Status

You can update the "Return (Order) Status" to Confirmed/ Completed/ Cancelled based on the processing progress, the "Refund Status" to Pending/ Refunded as per the refunding progress, and the "Delivery Status" to Returning/ Returned according to whether the return has been received. You can choose whether to send an email notification to the customer.

 

ii. Edit Delivery Details

If you need to adjust the return information, you can click Edit on the upper right of the "Delivery Details" section to modify "Return Name", "Return Phone", and "Return Address" respectively.

In addition, if customers provide the "Tracking Number" to you after sending the returned parcels, you can also click on the Update Tracking Number button below to add the shipment tracking number to help you check the logistics progress of the returned parcels more easily.

*Note: Upon creating the return order with custom return delivery options, the system will auto-send a notification to customers. When customers log in to view the original order, they will not find information about the return order.

If you wish to inform customers of the refund progress, you can use the "Order Comments" feature in the original order to notify them. Additionally, you can update the Order Payment Status of the original order to "Refunding" or "Refunded", or update the Refund Status of the return order to "Refunded", and then decide whether to send your customers an update notification.

 

*Notification email sample: (Title: Your return order #Order No.）

 

iii. Check the return progress as a customer

Logged-in customers can view the return progress via [My Account] (Member Center) > [Orders] at the online store.

 

When upon clicking View, ustomers will be directed to the return order's details page.

 

2. Create a return order using 7-11 Return (C2B) for TWD stores

*Note: The upper limit for 7-11 Return (C2B) is NT$20,000.

7-11 Return (C2B) is available to Taiwan stores with a Premium plan and above. This service requires an application to the logistics provider, and the process takes 7-14 business days. If you wish to apply for this feature, please contact our Online Merchant Success Team for the application form.

If you have previously applied for and activated 7-11 Return (C2B), you will be able to find this C2B return option via [Settings] > [Delivery Options] > [Return Delivery Options].

 

Step 1. Initiate a return and create a return order

Go to Admin > [Order Management] and locate the order for which you want to process a return. Click the "order number" and enter the order details page.

 

Step 2. Choose the target order (product)

In the "Product Details" section of the order, click the Return Order button on the top right.

 

Step 3. Select the items and quantity you wish to return

Check the products to be returned and enter the return quantity.

 

Check the box at the top left to select all the items and quantities at once. 

 

Step 4. Select the return delivery type and refund (payment) type

Once you choose 7-11 Return (C2B) as the return logistics provider, please enter the correct recipient name and phone number. The system will automatically select the refund method (Payment type) "No Pay on 7-11 Return (C2B)." Therefore, you need to coordinate with your customer the way to refund the amount, for example, by bank transfer. Upon confirmation, click on the Place Return button at the bottom right to complete the creation of the return order.

 

Step 5. Complete creating the return order

Upon completion of the steps above, the customer will receive a refund notification email and can refer to the included instructions to continue the subsequent return process at a 7-11 ibon. You can find information about the return order via [Order Management] > [Return Orders] and review the details of the original order.

 

*Notes:

• The "Order Total" amount in the established return order does not reflect the actual amount of the returned items but represents the "Order Total" amount from the original order.
• An order can only generate one single return order, which, upon creation, cannot be deleted. In the case where other items from the original order also need to be returned, it is recommended that you "split the order" for the items to be returned and modify the delivery status of the orders to facilitate tracking in the future.
• For return orders using 7-11 Return (C2B), both "Recipient Name" and "Recipient Phone" are optional fields, which is convenient for you to cross-check the information of these created return orders in Admin and will not be displayed on customers' printed return orders.

 

Step 6. View and edit the return order

Once the 7-11 C2B return order is created, you can manually update the "Return (Order) Status" and the "Refund Status" within this return order. If there is a need to modify the recipient's information, adjustments can also be made here.

 

i. Update Return (Order) Status and Refund Status

You can update the "Return (Order) Status" to Confirmed / Completed / Cancelled based on the processing progress and update the "Refund Status" to Pending / Refunded as per the refunding progress as well.

 

ii. Edit Delivery Details

You can adjust the recipient's information by clicking on Edit at the top right of the "Delivery Details" section to modify the "Return Name" and "Return Phone." Once you finish editing, click Save to proceed.

 

iii. Update Return Status

The "Return Status" of the returned parcel through 7-11 Return (C2B) will be automatically updated by the system based on the progress of the return. You can track the return progress of the parcel in the return order.

 

iv. Check the return progress as a customer

Logged-in customers can check the return progress via [My Account] (Member Center) > [Orders] and track the progress of the returned parcel using "Return Order No."