Reveni Knowledge Base

How to edit the return instructions?

Published August 21st, 2024 by Support Team

If you create a new delivery method, make sure that it's properly integrated with the carrier. In case of doubt, get in touch with us at merchants@reveni.io To edit the returns instructions: Go to the Merchant Dashboard > Settings > Logistics Edit the method that you want to update Scroll down to the bottom of the page Hit Add step and intr

How to Reject or Accept a request?

Published May 24th, 2024 by Support Team

How to REJECT a request? If you have received a damaged product or an item is missing, you must reject the request through the product validation page . However, if the customer simply changed their mind, please refer to this article. Steps to reject a request: Locate the request you want to reject. Open the status dropdown menu. Click “ Rejected ”

How to modify the customer's data?

Published June 27th, 2024 by Support Team

If you need to update the customer's data once they have made their return, to send notifications to a new phone number or email address, you can do so from the Merchant Dashboard. Find the order on the home page and select the transaction. Click on the drop-down menu that you will find on the right side of the screen, on “customer details” and sel

How to amend an order that has been previously rejected?

Published July 17th, 2024 by Support Team

This only applies to instant transactions. If you want to amend a non-instant transaction, visit this article. If a customer does not comply with the return conditions, it is necessary to reject the order or product in question. Here is a short article on how to refuse an exchange or return. However, if we determine that this is a warehouse error

How can I extend the return period for an order?

Published June 4th, 2024 by Support Team

To extend the return period for a certain order, you have to create an exception. Below you can find more information about the exceptions. MD: Exceptions If you need to make specific adjustments to your customers' orders, such as exten If you need to make specific adjustments to your customers' orders, such as extending the return window, eliminati

How can I find the proof of refund for a bank transfer refund?

Published October 8th, 2024 by Support Team

If the customer requests an instant refund by bank transfer, this refund is issued once the request has been completed. It should take 2 seconds to see their refund reflected in their account, however, there are some cases in which it takes longer (a few minutes). The customer will receive an email to inform them that the refund has been completed s

How can I modify the return method associated to a request?

Published March 9th, 2025 by Support Team

You can modify the return method associated with an exchange or refund request from the Merchant Dashboard. You can use this option if the customer has made a mistake when selecting the return method to return the parcel, or if, after several attempts, it is impossible to locate the customer at their address when making a home collection. A label co

How to resolve failed labels due to missing customs data?

Published November 28th, 2024 by Support Team

To manage returns from countries with customs, it is essential that each SKU is updated with the following data: HS Code, item weight and country of origin. This data must be uploaded to Shopify, as Reveni pulls it from there. However, it is common for brands to not have their data updated in Shopify, which can cause the return label to fail. We hav

How do I mark a refund as issued if it was processed outside the portal?

Published March 19th, 2025 by Support Team

There are cases in which it's not possible to process a refund from the Merchant Dashboard and must be processed through other means. For example, if the refund is for an order that was previously exchanged. To update the status of your refund, follow these steps: We search for the request with the pending refund in the Dashboard. We can also ap

What to do if a package does not arrive at the warehouse or return address?

Published March 9th, 2025 by Support Team

This option applies only to labels generated with a Reveni contract. If a customer has correctly followed the return instructions and used the provided label, but the package has not arrived at the warehouse or return address, you can inform us, and we will open a claim with the shipping company through the Merchant Dashboard. Steps to open a

How to partially validate a return?

Published June 24th, 2024 by Support Team

If you received a damaged product, an incorrect product, or the customer changed their mind about part of an order, but the rest of the products arrived correctly, you must partially reject the return. Since the customer already has the refund (or the replacement products), the non-returned items must be rejected through the product validation page

How to refund shipping costs?

Published June 27th, 2024 by Support Team

If there was an error with the shipment of the order, it arrived damaged to the customer, or the product was incorrect, and you want to refund the shipping costs and/or return costs, you can do so directly from your Merchant Dashboard. Find the order on the home page and select the transaction. Scroll through the menu that you will find in the upper

How to activate direct debit?

Published May 29th, 2024 by Support Team

In order to activate the returns portal, it is necessary to activate the direct debit. Follow these steps to activate it: Access the Merchant Dashboard Access the Settings > Billing section Look for the SEPA direct debit section Press the SIGN MANDATE button Once clicked, you will see the following popup so you can fill in the data: Unless the tr

How to create a new return label

Published May 23rd, 2024 by Support Team

You can create a new return label through the dashboard. Access the Merchant Dashboard Go into the detailed view of the transaction and look for the Return Shipping section Click the 3 dots and then, REQUEST NEW LABEL Once you press that button, the customer will receive a new return label by email.

How to request a new home collection?

Published May 16th, 2024 by Support Team

If you need to request a new home collection with the delivery company, follow these instructions: Access the Merchant Dashboard Look for the order. Enter the returns details. Click on Return shipping options and Schedule new pick up: Once requested, the carrier will automatically schedule a new pick-up in 2 days.

How to share the images and notes with the customer when rejecting a request?

Published September 8th, 2024 by Support Team

When you reject a request, you have the option to share images of the items and the reasons for the decline with the customer. Access the Merchant Dashboard: Select whether you want to share this information with the client:

How to transform a non-instant exchange request into a non-instant refund request?

Published March 5th, 2025 by Support Team

It only applies to non-instant exchanges and to exchanges that do not generate a new order at the request stage but rather upon acceptance. If a customer has processed an exchange request but has changed their mind and now prefers a refund for the items they are returning, you can modify the request from the Merchant Dashboard by following these s

How to locate requests with a pending/failed label?

Published September 8th, 2024 by Support Team

When a customer creates a request, the return method is created depending on what method they selected. There is a possibility that an error may occur when creating the return label. The most common errors are because the customer typed the wrong sender address, or in international returns, the custom information for the items that are being returne

How to deactivate the Store Credit

Published July 29th, 2024 by Support Team

To cancel a Store Credit from the Merchant Dashboard, follow these steps: Access your Merchant Dashboard . Locate the request. Click on the three points in the ' Transaction' section Add the reason in 'Notes' Click on 'Cancel credit' If the Store Credit has already been used by the customer, it cannot be canceled and you will see this messag

New features and improvements

Published July 29th, 2024 by Support Team

January - February 2025 Modify an exchange request in to a refund request You can now modify an exchange request in to a refund request to the same payment method used to process the purchase. This feature only applies to non-instant transactions that have not yet been accepted.You can find all the information here. Modify the return method You can

How to resend return instructions to the customer?

Published June 27th, 2024 by Support Team

Sometimes a customer may enter their details incorrectly and experience problems receiving the email with return instructions. If this happens, you can update their contact information—see a brief guide here—and resend the message so they can complete their return. Click on the drop-down menu that you will find in the “return shipping” section, lowe

How to download the data?

Published May 31st, 2024 by Support Team

You can download the data of all requests through the Merchant Dashboard by following these steps: Go to the list of transactions Click on the icon on the right with three dots Click EXPORT LIST Now, choose: The type: Simple: this format will export every order Detailed: this format will export every item The email where you want to receive the data