Returns
Every webshop deals with returned orders. How you handle a return depends on various factors. For instance, you process a defective product differently than a dress that turns out to be too small. That’s why we have made returns as flexible as possible.
On this page
How do you create a return?
You can create a return in several ways. You can create a return directly from the order or create a return from the returns overview. If you link an order to your return, Picqer automatically imports all the details from that order. However, you can also enter the details manually.
Returned products
For returned products, you indicate which products have been sent back by the customer. For each product, you specify the reason for the return. Once you have received the products, you decide for each item whether it should be added back in stock or marked as unsalable. If you want to assess the condition of the product later, you can first temporarily mark them as received.
Replacement products
Sometimes, you need to send a new product to the customer, for example, if they need a different size or if it’s a warranty issue. In that case, you add the replacement products to the return.
When the products are ready to be shipped to the customer, you create a picklist for the replacement products. Process the picklist as usual. Backorders will be created if not all replacement products are in stock.
Return statuses and reasons
Everyone handles returns differently. That’s why you can define your own return statuses and reasons via Settings > Returns. This way, you can add a status for each step in your return process to track progress.
Send return status update to the customer
When updating the status of a return, you can choose whether to notify the customer. If an email address is available, we’ll send the customer an email. The content of the email depends on the template linked to the return. You can edit the email content via Settings > Templates.
