If the customer applies a promotion to purchase items and then returns all items from the order, you can adjust the settings based on your store’s needs to determine whether to restore the coupon or promotion usage times to the customer.
*Before you start, please note that this feature only supports stores using "New Advanced Return Management." You can refer to this article for more details.
This article will cover the following:
1. How to set up
Step 1
In the SHOPLINE Admin, go to [Promotions & Reward] > [Promotions] and click Promotion Settings.
Step 2
After entering the page, switch on the "Restore discounts and coupons after the items in the online store order are returned" toggle, and click Update.
2. Promotion restoration rules
The following section explains the rules and conditions for restoring coupons and promotion usage times after enabling the feature.
*Note: If a promotion is restored but the valid period has already ended, it still can't be used.
i. Definition of "all items returned"
After enabling the feature, the promotion will be automatically restored to the customer under the following conditions:
- All "Shipped products" in the order have been converted to "Returned products," with no remaining shipped products.
- The return order status is "Return completed" instead of "Return requested" or any other status.
ii. Order type
When there are no multiple temperature zones or shopping carts, the discount restoration rules for different order types are as follows:
| Order Type | Promotion Restoration Conditions | Restoration |
|
Regular order |
When all items are returned. |
Coupon will be restored. Promotion usage will be restored by 1. |
|
Split order |
When all items are returned from the original (parent) order, regardless of the status of the child orders. |
|
|
Merged order |
When orders A and B are merged into order C, and all items in order C are returned. |
Coupon will be restored. Promotion usage will be restored by N. (A + B orders used N times in total) |
|
Split merged order |
When all items are returned from the original (parent) order, regardless of the status of the child orders. Example: If orders A and B are merged into order C, and C is then split into child order C′. When all items in order C are returned, regard of of the status of child order C′. |
iii. Multi-attribute product order
When there are multiple temperature zones and shopping carts, one cart can generate multiple orders. The promotion restoration rules for different order types are as follows:
| Order Type | Promotion Restoration Conditions | Example |
|
Regular order |
Promotion usage times: When all items are returned. Coupon: When all orders from the cart are cancelled or all items are returned. |
Cart number a includes orders A, B, and C.
|
|
Split order |
Promotion usage times: When all items are returned from the original (parent) order, regardless of the status of the child orders. Coupon: When all original (parent) orders from the cart are cancelled or all items are returned. |
Cart number a includes orders A, B, and C. Order A is split into child order A′.
|
|
Merged order |
Promotion usage times: When all items from merged order are returned. Coupon: When all orders in the respective carts of the merged orders are either cancelled or all items are returned. |
Cart number a includes orders A and B. Cart number b includes orders C and D. A and C are merged into E. A and C used N times in total.
|
|
Split merged order |
Promotion usage times: When all items are returned from the original (parent) orders after merging, regardless of the status of the child orders. Coupon: When all original (parent) orders in the respective carts of the merged orders are cancelled or all items are returned. |
Cart number a includes orders A and B. Cart number b includes orders C and D. A and C are merged into E, which is then split into child order E′. A and C used N times in total.
|
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