Order type: Return

The order type Return represents the business case of items being returned. Returns can be registered manually. You can also allow your customers to register returns in the My account section of the online shop. Returned items are not booked back into the stock by registering a return. Thus, you first register the returned items and then decide if the items should be booked back or if additional steps such as a repair are needed. A return is a sub-type of an order, because returns are either assigned to a sales order or to a warranty. Before you register returns, carry out the basic settings, create return reasons and item statuses for returned items.

The default status for returns is status 9. This status is automatically assigned to every return that is registered. However, at the top in the Settings you can define another status as standard status for returns.

1. Carrying out the basic settings for returns

In the Setup » Orders » Order types » Return menu, you can carry out the basic settings that will be used by default for new returns.

Carrying out the basic settings:

  1. Go to Setup » Orders » Order types » Return.

  2. Carry out the settings. Refer to the explanations given in Table 1.

  3. Save (save) the settings.

Table 1. Basic settings for returns
Setting Explanation

Standard status

Select which status should be automatically set for returns.

Standard return reason

Select which return reason should be automatically set for returns.

Copy shipping costs

Select between the following options:

  • Do not copy

  • Copy from parent (linked) order

  • Copy from main (original) order

Note: We created this example to illustrate the difference between a main order and a parent order: If a return was created for an order and a credit note order was created for this return in turn, then the original order is the main order for both child orders. The return acts as the parent order for the credit note order.

2. Creating reasons for returns

You can create up to 20 return reasons. When registering a return, you select a reason for each order item. Return reasons allow you to see if an item has been returned exceptionally often for the same reason. You can save return reasons in multiple languages.

Creating reasons for returns

  1. Go to Setup » Orders » Order types » Return.

  2. At the top left, click on Add new return reason (add).
    → The Add new return reason window opens.

  3. Enter a Return reason ID.

  4. Enter a name for the respective language.
    Tip: Click on Add language (add) to add further languages and enter a name for all selected languages.

  5. Click on Create (add) to create the return reason.

3. Configuring columns for return reasons

In the overview, you can decide which columns should be displayed in the table for return reasons and also define the order in which they are shown. In order to configure the columns, proceed as follows.

Configuring columns for return reasons:

  1. Go to Setup » Orders » Order types » Return.

  2. At the top right in the table of the return reasons, click on Configure columns (settings).
    → The window Configure columns opens.

  3. Select (done) the columns you want to be displayed. Pay attention to the explanations given in Table 2.

  4. Move (drag_indicator) the columns via drag-and-drop to the desired position until they are displayed in the desired order.

  5. Add or remove columns according to your needs.

  6. Click on Confirm.
    → The settings are saved.

Table 2. Columns for return reasons
Column Explanation

Return reason ID

Displays the ID of the return reason.

Name

Displays the name of the return reason.

Name (language)

Displays the name of the return reason for the language that is shown in brackets. Select all the languages that you need.

Actions

Displays the functionalities for editing (edit) and deleting (delete) the return reason at the end of the line.

3.1. Editing a return reason

In order to edit a return reason, proceed as follows. Note that only the name, but not the ID of the return reason can be changed.

Editing a return reason:

  1. Go to Setup » Orders » Order types » Return.

  2. On the right in the line of the return reason that you want to edit, click on Edit return reason (edit).
    → The settings of the return reason open.

  3. Edit the name for one or several languages.

  4. Save (save) the changes.

3.2. Deleting a return reason

In order to delete a return reason, proceed as follows.

  1. Go to Setup » Orders » Order types » Return.

  2. On the right in the line of the return reason that you want to delete, click on Delete return reason (delete).
    → The return reason is deleted.

4. Entering statuses for returned items

You can enter up to 12 item statuses. You can use these statuses to determine the condition of the returned items and also to track the processing of returned items. In a return, the statuses can be selected in the Status and tags section. Create the required statuses to assign them based on different steps of processing. You can save return statuses in multiple languages.

Entering statuses for returned items:

  1. Go to Setup » Orders » Order types » Return.

  2. At the top left, click on Add new item status (add).
    → The Add new item status window opens.

  3. Enter an Item status ID.

  4. Enter a name for the respective language.
    Tip: Click on Add language (add) to add further languages and enter a name for all selected languages.

  5. Click on Create (add) to create the item status.

5. Configuring columns for item statuses

In the overview, you can decide which columns should be displayed in the table for item statuses and also define the order in which they are shown. In order to configure the columns, proceed as follows.

Configuring columns for item statuses:

  1. Go to Setup » Orders » Order types » Return.

  2. At the top right in the table of the item statuses, click on Configure columns (settings).
    → The window Configure columns opens.

  3. Select (done) the columns you want to be displayed. Pay attention to the explanations given in Table 3.

  4. Move (drag_indicator) the columns via drag-and-drop to the desired position until they are displayed in the desired order.

  5. Add or remove columns according to your needs.

  6. Click on Confirm.
    → The settings are saved.

Table 3. Columns for item statuses
Column Explanation

Item status ID

Displays the ID of the item status.

Name

Displays the name of the item status.

Name (language)

Displays the name of the item status for the language that is shown in brackets. Select all the languages that you need.

Actions

Displays the functionalities for editing (edit) and deleting (delete) the item status at the end of the line.

5.1. Editing an item status

In order to edit an item status, proceed as follows. Note that only the name, but not the ID of the item status can be changed.

Editing an item status:

  1. Go to Setup » Orders » Order types » Return.

  2. On the right in the line of the item status that you want to edit, click on Edit item status (edit).
    → The settings of the item status open.

  3. Edit the name for one or several languages.

  4. Save (save) the changes.

5.2. Deleting an item status

In order to delete an item status, proceed as follows.

  1. Go to Setup » Orders » Order types » Return.

  2. On the right in the line of the item status that you want to delete, click on Delete item status (delete).
    → The item status is deleted.

Refresh data

Above the respective table, click on Refresh data (refresh) in order to update the table’s data.

6. Registering and editing a return

You register a return manually when a package reaches you or you allow the customers that have a user account at your online shop to register returns in their account. After a return is registered, more possibilities for editing the return appear. For example, you can enter the status of the returned items after registering the return itself.

6.1. Registering a return

Proceed as follows to register a return:

  1. Go to Orders » Orders.

  2. Carry out the search (search) to display orders.

  3. Open the sales order or the warranty for which a return should be created. Note that orders can only be opened in the list view.

  4. At the top, click on Create orders (shopping_cart) > Return.

  5. Select the option For specific order items.
    → The overview for creating the return opens.

  6. Carry out the settings. Refer to the explanations given in Table 4.

  7. Save (save) the settings.
    → The return is registered.

Table 4. Settings for registering a return
Setting Explanation

Status

Select a status from the drop-down list. The default status that was saved in the Setup » Orders » Settings menu is selected by default.

Owner

Select an owner to the drop-down list to assign this owner to the return.

Transfer reason for return

Select a return reason from the drop-down list. The status will apply for all items included in the return.
If you select a reason here, this reason takes priority over the reasons that can be selected for separate order items.

Package code of the return

Enter the package code of the return.

Shipping costs in €

Note: You will need to first adjust the shipping cost settings as described in this chapter.
In case you want to adjust the amount of shipping costs that should be refunded for customers, enter another amount into the Shipping costs in € field.

Item information

Add all open order items into the cart (playlist_add)

Adds all open order items to the shopping cart.

Item ID

Shows the item ID.

Variation ID

Displays the variation ID.

Variation no.

Shows the variation number.

Quantity

Displays the item quantity. If needed, adjust the quantity.

Remaining quantity

Displays the remaining quantity of the item.

Open quantity

Displays the open quantity of the item.

Item name

Displays the name of the item.

Add items to shopping cart (add_shopping_cart)

Only adds specific items to the return. This button is only displayed if at least 1 item is available.
Tip: If needed, adjust the item quantity in the Quantity field.

Shopping cart

Remove items from shopping cart (delete)

Removes all items from the shopping cart. If you only want to remove specific items, click on Remove item from shopping cart (delete) on the right of the respective item.

Item ID

Shows the item ID.

Variation ID

Displays the variation ID.

Quantity

Displays the item quantity. If needed, adjust the quantity.

Item name

Displays the item name. If needed, adjust the name.

Return reason

Displays the return reason. If needed, select another return reason from the drop-down list.

Item status

Displays the item status. If needed, select another status from the drop-down list.

Remaining item value [%]

Displays the remaining item value in %. If needed, adjust the value.

7. Generating a return slip

You can add a return slip for your customers so that it is delivered in the package along with the items. In this case, the return slip should contain blank fields for the return reasons. You can also allow customers to fill in and print the return slip in the My account section so that they can send it to you along with the items they return. Before you can generate return slips, the document template return slip has to be set up in the Setup » Client » [Select client] » Locations » [Select location] » Documents » Return slip menu.

Setting up return slips on the template

It’s possible add a blank return slip to every order shipped to your customers. To do so, the return slip can be generated directly in the order. A return does not have to be created for this. Another way to do this is to allow customers in the online shop to register returns in the My account section, where they can also indicate return reasons. Afterwards, the filled-in return slip can be printed. No matter how you provide your customers with return slips: The column return reasons has to be positioned below the list of order items so that return reasons can be entered.

Check the order items included in the return and change the options if needed, such as the item quantity, before generating a return slip.

Manually generating a return slip:

  1. Go to Orders » Orders.

  2. Carry out the search (search) to display orders.

  3. On the right in the row of the return, click on the context menu (more_vert).

  4. Select Create document > Return slip.
    Or: Open the return for which you want to create a return slip. Note that returns can only be opened in the list view.

  5. Go to the Documents section.

  6. Click on Create document (add).

  7. Select the option Return slip.

  8. Carry out the settings for the return slip. Pay attention to the explanations given in Table 5.

  9. Then, click on Create.

Table 5. Settings for return slips
Setting Explanation

Date

Enter a delivery date or select a date via the calendar (today). This date will be displayed on the return slip. The current date is preset.

Comment

Enter an optional comment that will be displayed on the return slip.
Automatically creating a return slip

Set up an event procedure to create a return slip automatically. If you select New return (from customer) and filter for the referrer Webshop, you can generate pre-filled return slips. Then, simply provide the return slips to your customers via download.

8. Booking back items

If you receive an item from a return, you can book back the stock completely or partially. You can even reset all outgoing items that were previously booked.

Booking back items:

  1. Go to Orders » Orders.

  2. Carry out the search (search) to display orders.

  3. Open the return for which you want to book back items. Note that returns can only be opened in the list view.

  4. Click on the context menu (more_vert) at the top and select Book back items (input).

  5. Select Book back selected positions to only book back specific positions or Book back all positions to book back all positions. Pay attention to the explanations given in Table 6.

  6. Save (save) the settings.
    → The items are booked back.

The method for booking back stock is identical for returns that belong to orders with delivery orders.

Table 6. Options for booking back items
Setting Explanation

Book back all positions

Fully resets outgoing items. The date of outgoing items will be deleted as well.

Book back selected positions

Add all open order items into the cart (playlist_add)

Adds all open order items to the shopping cart.

Quantity

Displays the item quantity.

Open quantity

Displays the open quantity of the item.

Remaining quantity

Displays the remaining quantity of the item.

Batch

Displays the batch number of the item.

BBD

Displays the best before date of the item.

Item ID

The item’s ID

Attributes

Attributes of the item

Variation ID

ID of the variation

Item name

Item name

Shopping cart

Item ID

The item’s ID

Item name

Item name

Variation ID

ID of the variation

BBD

Displays the best before date of the item.

Batch

Displays the batch number of the item.

Warehouse

Select the warehouse into which the items should be booked back.

Quantity in order

Shows the quantity of the items included in the order.

Reversal

If you wish to book back partial quantities, enter the item quantities manually in this field.

Storage location

Select the storage location into which the items should be booked back.
Incoming items from returns

An overview of all incoming items for which returns have already been announced is available in the menu Stock » Returns » Supply.