How returns work

How to request a return

A return can be requested independently by a customer from the orders section of their personal area. For only the products that can be returned, the date by which they can request it will be shown and the button to start returning the products will be present.

The following are the steps the customer takes to request a return:

Go to the orders page after logging in
Click Return products next to the shipment containing the products they want to return
Change the quantity they want to return if needed
Select the reason from the available options
Leave comments if desired
Optionally add other products to the return
Click the button to request the return

The products for which a return has been requested are shown on the customer's orders page grouped together under a single item with return information.

Return requests in the admin

In the Open2b admin you will find the new return in the Sales > Returns section with the status Pending Approval or Approved. Each product in the return will have the status Pending Approval if the applied rule requires manual approval, or Approved if the rule provides automatic approval.

Returns can be requested by customers independently from the store site, and can also be created from the admin under Sales > Returns.

Statuses

Both returns and individual products in returns have a status that is used to track completion of the return.

Product status

Each product in a return can have one of the following statuses:

Status	Description
Pending Approval	The customer requested the return and is waiting for approval from the merchant
Approved	The merchant approved the return of the product
Completed	The merchant considers the return process for the product completed
Rejected	The merchant rejected, meaning did not allow, the return of the product
Cancelled	The product return was cancelled by the merchant

If the status of a product in a return is Rejected or Cancelled, the product with its quantity becomes available for another return request (provided the return rules allow it).

Return status

The status of a return depends exclusively on the status of its products:

Status	Description
Pending Approval	The return is awaiting approval by the merchant. A return is pending approval if there is at least one product return pending approval
Approved	The return has been approved by the merchant. A return is approved if, aside from cancelled product returns, all product returns are approved
Partially Approved	The return has been partially approved by the merchant. A return is partially approved if, aside from cancelled product returns, there are both approved and rejected product returns and none pending approval
Completed	The return process is considered completed by the merchant. A return is completed if, aside from cancelled or rejected product returns, the other products have their return process completed.
Rejected	The return has been rejected by the merchant. A return is rejected if, aside from cancelled product returns, all product returns are rejected
Cancelled	The return has been cancelled by the merchant. A return is cancelled if all product returns have been cancelled

Conditions for requesting a return

The customer, in the orders section of their personal area, can request a return only for products that allow it. For products that do not allow it, the item to request it is not present.

The customer can request a return from the store site only if all the following conditions are true:

the product has been ordered and delivered to the customer
the returned quantity is less than or equal to the quantity delivered and not yet returned
a rule can be applied
the applied rule allows the return
the days available to the customer to request the return have not expired

To create a return for a product directly from the admin, it is sufficient that the following conditions hold:

the product has been ordered and delivered to the customer
the returned quantity is less than or equal to the quantity delivered and not yet returned