Knowledge Base

Manually create Return/Exchange request in dashboard

36 19 September, 2024

This feature allows merchants to manually create and manage return and exchange requests directly from their dashboard, streamlining the process for both merchants and customers.

Accessing the Feature

  1. Log in to your merchant dashboard.
  2. Navigate to the Management tab
  3. Look for and click on “Create Return/Exchange Request.”

Creating a Return Request

Step 1: Search for the Order

  1. In the search bar at the top of the page, enter either:
    • Order number, or
    • Customer’s email address
    • Phone number

2. As you type, you may see suggestions appear. You can select one of these or complete your entry.

    Step 2: Select Items for Return

    1. You’ll see a list of products from the order. Each row shows:
      • Product name
      • Price
      • Quantity
      • Reason (if applicable)
    2. For each item to be returned:
      • Enter the quantity in the “Quantity” field.
      • The row will be highlighted when a quantity greater than 0 is entered.

    Step 3: Choose Return Method and Resolution

    1. Under “Refund Method,” select one of the following:
      • Refund to Original Payment Method
      • Store Credit
      • Gift Card
      • Exchange
      Note: Some options may be unavailable depending on your plan. ]
    2. Under “Resolution,” choose how the return will be processed:
      • Ship with any carrier
      • Print a label
      • Refund without return
      • Exchange
      Note: As with refund methods, some options may require a plan upgrade.

    Step 4: Add Notes (Optional)

    If needed, add any additional information or instructions in the “Note” field.

    Step 5: Submit the Return Request

    1. Review all entered information for accuracy.
    2. Click “Create Return” at the bottom of the summary section.
    3. The request will be created and set to “pending approval” status.

    Creating an Exchange Request

    Steps 1-2: Search and Select Items

    Follow the same process as for returns to search for the order and select items.

    Step 3: Add Exchange Items

    1. Click “Add Product ” for each item to be exchanged.

    2. You’ll see three options:

      • Exchange for the same product
      • Exchange for another variant
      • Exchange for a different product

      3. Select the appropriate option and follow the prompts to choose the exchange item.

        Step 4: Complete the Exchange Request

        1. Review all information for accuracy.
        2. Click “Create Exchange” at the bottom of the summary section