- To apply for this and other POS features, please contact our Online Merchant Success Team.
- Once you return an order, the field "Sales" (person) on the order will be unavailable for editing, and this order will be unavailable for transmission to the customer. Hence, please ensure accurate order information before initiating a return to avoid limitations on further amendments.
Staff can handle returns for customers to return some of the products of an order, void the original invoice and reissue new invoices.
*Note: The invoice cannot be voided when making a return in the SHOPLINE Admin, nor can a new invoice be issued. If an invoice was issued from the original order, please handle the return procedure on the POS app.
In this article, you'll find:
- Create returns in the Admin
- Return order overview
- Cancel return order
- Delete return order
- View return progress in Member Center at storefront
1. Create returns in the Admin
Step 1
In the SHOPLINE Admin, go to [Order Management] > [Orders] > POS tab and click on the order to be returned, then click the Return button.
Step 2
Select the product(s) to be returned.
Tap the "+" or "-" button or enter the number to modify the quantity. The minimum value is 0, and the maximum value is the original purchase quantity.
*Notes:
- When the return quantity is 0, you cannot tap the "Refund" button.
- When the manually entered return quantity exceeds the purchased quantity, the system will amend the numbers to the purchased quantity.
- Click Return All to fill in the purchased quantity of each product for return quantity.
- If your order includes free gifts, the gifts can also be returned like a general product. The free gifts can be returned separately, and the following steps are the same as general products. Please refer to Free Gift Offer for Retail Store | POS Admin for details.
Return inventory
- The system is set to return inventory by default. Uncheck the box if you are not going to return inventory. The return quantity will also be hidden.
- The return inventory quantity equals the return quantity you set.
- Click the "pencil" icon on the right to edit the return inventory quantity. If the return inventory is set to 0, the inventory quantity will change to "No Return Inventory."
- When the return inventory quantity you entered is greater than the return quantity, the system will amend the numbers to the return quantity.
Step 3
Select a staff in charge of the return. Enter the return reason in the field.
*Note: The Return Staff is a required field. You will only be able to refund if the field is selected.
Step 4
After selecting the Return Staff, you will see the "Refund Detail" on the right of the page.
The system automatically calculates and updates the refund details when the returned product quantity exceeds or equals 1. You will find the following fields:
1. Discount
A. Full order return
Click the "question mark" icon to view the discount name and discount amount. The discount amount is the total discount of the original order, and it cannot be edited.
B. Partial order return
- The discount amount = The proportional discount amount of the returned product in the entire order + The discount amount for the returned product itself
- The discount amount can be edited. If the discount amount exceeds the refund amount, the error text "The discount must not exceed the total refund amount" will appear.
2. Tax Fee
Click the "question mark" icon to view the tax fee and calculations.
3. Applied Store Credits
A. Store credits are applied + Full order return
The "Applied Store Credits" field shows the credit amount applied to the original order.
B. Store credits are applied + Partial order return
A reminder "Cannot revert store credits when return partial order" will appear. The "Applied Store Credits" will appear as 0.
4. Rounding
This field will appear if your store has enabled "Apply Rounding Mechanism to Checkout Total Amount" in the Checkout Settings.
Step 5
Select the refund method.
A. Full order return
The system automatically applies all the payment methods and refunds of the original order.
B. Partial order return
- The default refund amount is set as 0. Click the drop-down menu (listing all the POS payment methods set in the Admin), select at least 1 refund method and enter the amount for the refund.
- Click Add New Refund Method to another refund method. In the following cases, the "Add New Refund Method" icon button will be hidden, and the refund method cannot be added:
- All payment methods set in the Admin have been selected.
- A maximum of 5 refund methods has been added.
- The refund method with a 0 amount is supported, yet this will not appear in the return transaction details.
- When a new refund method is added, the remaining refund amount will appear.
- The total return amount by all selected methods must be equal to the total refund amount. Otherwise, the return cannot be processed.
Step 6
After setting up the refund method, Click Refund $xxx to continue.
- A "Returned Successfully" prompt reminder will appear for partial order returns.
- For full order returns that applied store credits, a window will pop up to revert credits.
- If you select Revert credits with original expiry date, you can view the balance and expiration time of unexpired and expired store credits. Click Extend to edit the validity period of the credits.
- Once you click OK, a "Returned Successfully" prompt reminder will appear to confirm the update.
- If you select Revert credits with original expiry date, you can view the balance and expiration time of unexpired and expired store credits. Click Extend to edit the validity period of the credits.
SHOPLINE Payments POS return settings
*Note:
- Returning SHOPLINE Payments POS orders in SHOPLINE Admin is only available for merchants of the following types:
- Merchants using Adyen terminals
- Merchants using Alipay (E-wallet version, not via terminal)
-
For more information on how to set up and checkout with SHOPLINE Payments POS, please refer to the following articles:
If you want to return orders that used SHOPLINE Payments POS payment, the refund method is limited to the original payment method, and the default refund setting will be the same as the original payment setting. The refund amount must be at most the original payment amount.
For example, if a customer paid HK$ 200 with Alipay, the upper limit for the refund will be HK$ 200 and will be refunded to the original Alipay account.
*Note: Only payments made with the Adyen terminal can be cancelled and returned from the SHOPLINE Admin. Please cancel and return orders made with the Global Payments terminal on the POS app.
Ａ. Return Order for Ordinary Payment
If you want to return ordinary orders that used the SHOPLINE Payments POS payment option, the refund method is limited to the original payment method, and the refund amount can not be greater than the original payment amount.
For example, if the original order is paid with Alipay for HK$0.2, a maximum of HK$0.2 will be refunded to the original Alipay account with Alipay as the default refund method.
The refund cannot be completed if the following conditions occur when you edit the refund method.
- When the refund amount for the general payment options exceeds the original paid amount. For example, part of the order is paid 1 HKD in cash, and you enter 3 HKD in the refund amount field. Then the refund can not be completed.
- When you enter a number less than or equal to 0 or greater than the original payment amount for the SHOPLINE Payments payment option. For example, part of the order is paid 1 HKD by credit card, and you enter 0 HKD in the refund amount field. Then the refund cannot be completed.
After the refund, the status will display under the "Payment Method" column as follows:
- Refunded:
Display "The refund is processed, and the amount may take 5 working days at most to arrive." - Failed:
- Original order NOT paid successfully:
As the original order is unpaid, there is no need for a refund, and the refunding section will display "Failed." - Original order paid successfully:
Failed refunds do not support a second refund attempt. Merchants will have to process refunds with customers offline.
- Original order NOT paid successfully:
- Pending: If the internet connection is not stable, the system might display "Pending." Please refresh the page to make sure the refund is successful. If the refund fails, please process refunds with customers offline.
B. Return Order for Paid Off Preorder (Including different payment methods)
A new payment method can be selected once the preorder is paid off, which will result in more than one payment method in order.
If you want to cancel a preorder that used SHOPLINE Payments POS payment for deposit and paid off by another payment method, the refund method is limited to the original payment method, and the refund amount can not be greater than the original payment amount.
For example, if the order's subtotal is HK$ 67, the preorder deposit was HK$ 11 by credit card and HK$ 56 by cash for payoff. During the refund, the maximum limit for the credit card refund is HK$ 11, and it will be refunded to the original credit card account.
Likewise, the maximum limit for the cash refund is HK$ 56, and it will be refunded by cash or to other non-SHOPLINE Payments POS payment settings.
*Notes:
- After the refund, any refund orders made by SHOPLINE Payments POS payment are not cancellable. There will be no "Cancel Return Order" button in the order refund.
- The refund amount cannot be less than or equal to 0 and cannot be greater than the original payment amount.
- The payment fee will not be refunded for any partial returns.
- The refund period is limited to 180 days. The system does not support any refund to the original payment method after the 180-day period.
- An insufficient balance in the SHOPLINE Payments POS account will lead to an unsuccessful refund. Merchants should make sure their balance is sufficient before processing refunds.
2. Return order overview
A. Original order
The original order number appears at the top of the return order detail. Click the number to go to the original order page.
B. Order Detail
You will find the Date, Order Type, Order Status, Sales, and Store of the order. The "Sales" field cannot be edited.
C. Transaction History
You will see the Transaction Number, Date, Transaction Amount, etc.
Click Edit to edit the amount using different payment methods and the staff in charge of the order. The total order amount cannot be edited.
D. Return Order Activity Logs
The creation and cancellation of the return order are recorded.
*Note: The related return number will also appear in the original order details. Click the number to view the return order page.
3. Cancel the return order
Click Cancel Return Order and check the box to confirm your cancellation on the return order detail page. Then click Cancel Return Order in the pop-up window.
*Note: Returns cannot be cancelled for orders paid by the SHOPLINE Payments POS payment method.
A prompt reminder "Successfully cancelled order" will appear to confirm the cancellation.
- After cancelling the return order, only the "Delete" button will remain on the return order detail page.
- After cancelling the return order, the original order can only be cancelled but not returned.
4. Delete the return order
Click Delete, and check the box to confirm your deletion. Then click Delete in the pop-up window.
*Note: Orders using the SHOPLINE Payments POS payment method cannot be deleted after cancellation.
A prompt message "Successfully deleted order" will appear to confirm your deletion.
- After the return order is deleted, you will be redirected to the POS Orders tab.
- After deleting the cancelled return order, the original order can be cancelled and returned again.
5. View return progress in Member Center at the storefront
After creating the return order, a "Return Progress" button will appear next to the original order, and the status will also appear "Completed". Click the View button to view the original order details. Click Return Progress to view the return order details.
*Note: If the order is deleted in the background, the order record in the Member Center will also be removed.
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