Open Customer Returns and search for the order

Customer returns are processed in the Customer Returns view of the Control Panel. Open the Returns in Order Processing and search for the order in the Order or Tracking Code field. You can scan the barcode or enter the order number. The return cannot be processed if the order is not found or there is no customer associated with it.

After searching, the preview shows the order ID, customer name and email, purchase date, order amount, and returnable product lines.

• Before continuing, please check that the customer, order, and currency are correct.
• The refund view itself does not prove that the payment is refundable or that the order has already been delivered, so please also check the order details for the delivery and payment status.

Select return amount, refund and reason

On the return line , Return quantity is the number of pieces to be returned in this processing session. Enter a value between 1 and the remaining returnable quantity for the line; previously returned quantities reduce the maximum value. Do not enter the remaining quantity on the order. If the entire remaining line is being returned, enter the entire returnable quantity.

For each selected row, set a Refund % between 0 and 100 and select a Reason . The default value is 100%. Reasons for returns include defective product, damaged in shipping, wrong product, wrong size, product not as described, customer change of mind, and other reasons. Process returns is only activated when at least one row has a return amount and each selected row has a reason.

The refund is calculated from the net price of the line, the return quantity, and the refund percentage. For example, returning two €50 units with an 80% refund will result in a line refund of €80 before the return fee. Please review the calculated Refund amount before saving.

Decide whether to return the products to stock

Return to inventory is a line-specific option. Only enable it if the return quantity for that product line is to be added back to the inventory balance. Therefore, posting a return does not automatically return every product to inventory. A product that is defective, to be destroyed, or awaiting inspection can be posted as a return without increasing the balance.

If stock return is selected, the system returns the just selected quantity to the balance of the product or its stock variant and posts the stock change with the order number. Check the variant and quantity especially carefully: the processing updates the stock and the order in the same save, and there is no separate undo function in the view.

Check the return fee and customer notification

The return fee is deducted from the total refund for the rows. The refund amount displayed cannot be less than zero. The default value for this field comes from the store's STORE_RETURN_FEE setting, but you can change it for each return. Verify the return fee basis, tax treatment, and return terms communicated to the customer before processing.

The Notify customer via email option sends a return message to the customer after the return has been posted. This option is enabled by default. If the email fails to send, any already saved returns, inventory changes, or credit lines will not be canceled, so check the sending result and submit the notification using another approved channel if necessary.

This refund workflow does not refund money to the payment service or create or send a refund voucher. It posts refund items, refund fee, status, and history for the order. The actual refund or separate refund voucher must be processed in the approved payment or order workflow and reconciled to this posting.

Process the return and reconcile the result

To process a customer return, select Process return only after the return amount, refund percentage, reason, and inventory selection for each line have been reviewed.

The system increases the returned quantities of the lines, adds negative credit items and a possible return payment line, recalculates the returns, moves the order to returned, and adds the status and change history. The selected inventory quantities are returned to the balance in the same transaction.

The success message is Return processed. Inventory and refunds updated. After processing, open the order and check at least the returned quantity, refunds, return fee, status history, balance of selected products, and the customer email result.

Additionally, match the refund made by the payment service to the amount of the order credit; the success message in the control panel is not a confirmation from the payment service.

If the return processing fails, keep the displayed request ID and review the form before making another attempt. Do not blindly resubmit the same return: first check the order to see if the returned quantity, credit items, or inventory were already updated in the previous attempt. The next return is initiated by retrieving the next order or tracking code in the Customer Returns view.