After enabling this feature, customers can submit return requests on the storefront, saving merchants the time of manually processing returns in the Admin. Additionally, after receiving the returned products, merchants can inspect them directly in the Admin. Customers can then check the inspection results on the storefront, reducing communication costs between merchants and customers. For more information, please refer to Return Order by Customer.
- Manage Product Inventory, Total Spend and Membership Tier for returns
- Manage Member Points for returns
- Manage Order Reward Credits for returns
- How to check the source of returns
1. Manage Product Inventory, Total Spend and Membership Tier for returns
If it's a partial return, please refer to the steps below:
i. Split order
Separate the item(s) pending for return from the original order into a child order, while keeping the desired item(s) in the parent order. (Reference: Split Orders | Order Management)
ii. Edit order
Edit both parent and child order details to make sure the order amount is correct. (Reference: Edit Product Details of an Existing Order)
iii. Change order status
Change the status of the child order to "Cancelled". The system will automatically revert the inventory and promotion usage count (if promotions are applied). The total value of the order will also be deducted from store members' total spend.
*Notes:
- If the customer wants to return the whole order, follow Step iii. to change the order status of the entire order to "Cancelled".
- When separating items from the parent order into a child order, it is recommended that merchants fill in the exact return order number in the "Notes" column for future reference, as the return order report will show the original (parent order) order number.
- After changing the order status and completing the credit deduction, if the original order amount has already qualified a store member for a higher membership tier, merchants will have to manually downgrade the customer's current membership tier.
2. Manage Member Points for returns
For merchants that have set up points-earning rules, points earned on the original order will not be deducted automatically when the order is returned and must be deducted manually.
To manually deduct points earned on an order that is returned, go to [Customer Management] > [Customer]. Then, find the customer and click View > Member Points. For more detailed instructions, please see: Member Points.
If the order status of an order is not "Cancelled" and the delivery status is "Shipped" or "Collected" at the time points are scheduled to be assigned, then points will be assigned as normal.
3. Manage Order Reward Credits for returns
If you have set up Order Reward Credits, please remember to manually deduct the credits after the customer requests a return. To manually deduct credits, go to [Customer Management] > [Customers]. Find the customer and click View > Assign Credits, and enter the negative amount for the deduction.
Customers will receive Order Reward Credits when an order meets the following conditions:
- The payment status of the order has been updated to "Paid".
- The customer was logged in as a store member when the order was placed.
- The order amount meets the criteria for receiving order reward credits.
For more details, please see: Order Reward Credits
4. How to check the source of returns
To see whether a return has been made by a merchant in the SHOPLINE Admin, or by a customer using the Return Order by Customer feature, go to [Order Management] > [Return Orders] and click Export Return Order Report. Filter the reason column that shows "Return by merchant", and you can see the return orders created in the SHOPLINE Admin. You can also see other reasons why customers have requested returns.
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