Return Management

How Does the Return Process Work?

1. The customer creates a return request from the order details in their account and provides a reason.
2. The request appears under Order Management → Return Management in your admin panel.
3. You review the request and approve or reject it. The customer is informed in either case.
4. For an approved return, once the product reaches you, process the payment refund and update the order's payment status to Refunded.

Points to Consider

• Legal framework: Consumers have a 14-day right of withdrawal in distance sales. Keep your return conditions clear and accessible under Content Management → Legal Agreements. This is important both for legal requirements and customer trust.
• Stock: If the returned product will be offered for sale again, remember to update its stock quantity.
• Card refunds: Payments collected through a virtual POS are refunded according to your payment provider's panel and rules. It may take several business days for the amount to appear at the customer's bank, so inform the customer accordingly.

Monitor Return Rates

Reports and Analytics → Return Reports shows which products were returned and for what reasons. If returns are concentrated on a particular product, the cause may not always be the product itself. Review product-description issues such as an incorrect size chart or missing measurement information. Improving product descriptions may help reduce the return rate.