Admin returns are perfect for dealing with more unusual customer requests, such as returns that are outside their returns window, charging a custom amount, or offering a free return. You can even use an admin return if the shipment has arrived at your warehouse without being created first via our portal.
This feature is available to all customers with all our order integration methods (Woocommerce, Bigcommerce, API etc).
Video Instruction
Step 1 - Click on "New return"
In the top right of the screen you will be able to click 'New return'
Step 2 - Select "Merchant name", add "Order number", and click "Lookup order"
This will take you to a new screen where you can select which merchant you want to create a return for and enter the order number you want to look up.
Step 3 - Check all the order and customer details
If we match your order you will be able to select which items you want to create a return for. If there is no matched order you will have the option of creating a manual return or trying another lookup.
Step 4 - Select quantity of items being returned
Step 5 (Optional) - Create a shipping label for return
The return can be created with or without shipping. Available carriers will be shown in a dropdown box.
Step 6 - Click on "+ Create customer return"
Return created successfully!
Note: Please note this return may take a few moments to become searchable in our system.
Customer notifications with the shipment label
When creating a return with a shipment label, the customer will automatically get an email with the return label in their inbox. They will also be able to log in to the return portal and find their return details and label within the returns tab.
Customer notifications without shipment label
If you create a return with no shipment, just for bookkeeping purposes, the customer will not receive an automated email. They will still be able to see the return in their return portal when logged in without a label.