Admin returns are perfect for dealing with more unusual customer requests, for instance returns that are outside their returns window, charging a custom amount or offering a free return. You can even use an admin return if shipment has arrived at your warehouse without being created first via our portal.
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 create a manual return for.
Step 3 - Click on "Create manual return"
Step 4 - Fill in customer details
Please ensure you fill in all the required information to proceed. Here is the list below of all the required information:
Order number - Required
Customer first name - Required
Customer last name - Required
Customer email - Required
Customer address: Line 1 - Required
Customer address: Line 2 - Optional
Customer address: Line 3 - Optional
Customer address: City - Required
Customer address: Post code - Required
Step 5 - Add items
Step 6 (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 7 - 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 login to the return portal and find their return details and label within 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.