Returns can occur in two different ways:
- A consumer can request a return by accessing their My Account and selecting ‘Refund’. Once this is done, the admins of this business will be notified that someone has requested a refund. These admins will have the "New Refund Request" notification selected in their user profiles. Consumers who request returns will not immediately receive instructions on how to return products as businesses need to approve the request.
- A consumer can contact the fulfilling business directly to create a return. When a return is created in the Quivers order details panel, a return does not need to be approved for the consumer to receive return instructions.
Let's take a closer peek at how to process or create a return:
- To initiate a return for a consumer, select the checkbox next to the item(s) which are being requested to be returned.
- If a customer has created the return from their ‘My Account,’ the items that have been selected for return will display the status label of. If that is the cause, the request to return has already been created, and the ‘approve request’ button should be utilized instead of the steps below.
Once the item(s) have been selected, confirm creating the return by selecting the "Return/Refund" button. A pop-up window will open with the selected return items to select if the consumer should have the product price returned or the product price, including shipping.
To initiate a refund, select the checkbox next to the item(s) which need to have a refund applied.
Now click on Actions, and you need to select the option "Return/Refund" from the drop-down.
A pop-window will appear, ‘Create Return, ’ wherein you need to select the Return Type from the drop-down options -
- Return
- Exchange
- Refund without Return
Now choose the appropriate radio button from the Refund Options –
Full Refund (On selection of this option, the Refund Amount that will auto-populate is Refund Product with Shipping Included)
Don’t Refund Shipping (On selection of this option, the Refund Amount that will auto-populate is Refund Product with Shipping NOT Included)
Custom Amount (On selection of Custom Amount, the refund amount is editable)
Once complete, select "Create RMA" to submit the refund to be processed back to the consumer's original payment method.
The customer will be sent instructions for how to return and the status will be updated to ‘Credit Approved.’
The next step is to process the refund. Hence click on ‘Process RMA.’
A pop-window ‘By processing the return, you are acknowledging the return/refund is complete, and any products due to be returned to you have been received will appear on the screen. The customer will receive a refund in the amount specified. If the ‘Return To Stock’ option is enabled, your product inventory positions will be replenished. Now, click on the ‘Process RMA’ button at the bottom of the screen once again to submit the refund to be processed back to the consumer's original form of payment.
Let’s take a look at the refund options:
Refund Product with Shipping Included - This will return the total cost of the product plus the shipping that was paid for that product.
Refund Product with Shipping NOT Included - This will return the total cost of the item, but the originally paid shipping costs will not be returned to the consumer.
Custom Refund Amount - This will activate the "refund total" box so the business can enter the total amount to return to the consumer.
Confirm the return by selecting the "Create Return" button at the bottom of the pop-up.
Approve request button will only be active if the consumer requested the return from their
My Account. Selecting approve request will send the consumer instructions on how to return their product to your business address location.
Deny request button will only be active if the consumer requested the return from their
My Account. Selecting deny request will send the consumer an email that their return is not able to proceed.
Once the return has been created, the refund customer button will be active. Once the items are received back, the refund customer button will trigger Quivers to refund the consumer for their return. *Do not select the refund customer button until the return has been received from the customer.