On this page you will be able to see all the details for a return/exchange request:

• The type of request, state, associated dates… and available actions
• The products to be returned
• New requested products
• Transaction breakdown: product prices, fees, bonuses, etc.
• The total and state of its associated refunds and payments
• Its associated orders
• Return shipping details
• Transaction timeline

Header

At the top of the page the header will display the original order number associated to the request, along with its transaction type and mode. Note that there can be multiple requests for the same original order, and they will be displayed as different individual transactions. 

Using the Previous/Next buttons you will be able to move between requests, in the order shown in the home page as resulting from whatever views and filters may be active at that moment. 

For transactions that have not yet reached a final state, the Accept/Reject action button will also be visible. These buttons will open the Product Validation page where you will be able to mark each product as accepted, rejected or for review. 

Products to return

This card will show the products the customer has to return to the store. They can either be products they want to return to get a refund for, or products they want to exchange for new ones.

Each product will show the following information:

1. Status (Pending validation/Accepted/Rejected/)
2. Product image
3. Product name
4. SKU
5. Product variant properties (ie: size, color, version, etc…)
6. Price
7. Request type (Return/Exchange)
8. Return reason. (If additional notes/images where provided, it will be marked with an icon)

Clicking on a product will open the product details view where the full details (notes + images) of the return reason and rejection reason will be shown if they were provided.

Clicking on the “Validate return” button at the bottom of the card will open the Product Validation page where you will be able to mark each product as accepted, rejected or for review. 

New requested products

This card will show the products the customer has asked to receive in exchange for the products they have requested to be exchanged and will be returning.

Unlike products to returns, these will not show a status or return reason. Clicking on them will not open a product details view. 

Cancelled products

For non-instant exchanges a product to be returned is rejected, and the order for the new requested products haven't been created yet, its corresponding requested product will be marked as cancelled, and will not be included in the new order once created.

Transaction Breakdown

This block will show the total for the transaction and its status, and an action to display the breakdown, in list form, of all the different products, fees, and bonuses that where applied to the request, and their corresponding amount.
 

• Total for the transaction. It may represent the total of the refund in favor of the customer (ie: returns or exchanges for cheaper products), or the total payment in favor of the store (ie: exchanges for more expensive products)
  • Refunds can be either “Refunded” or “Pending”
  • Payments can be either “Paid” or "Pending"
• Products to return
• New requested products
  • Cancelled products will not be included
• Rejected products
  • Each of the products that were to be returned and ended up being rejected.
• Reveni coverage
  • For instant transactions only, the amount corresponding to rejected products whose cost will be covered by Reveni
• Fees
  • Logistics, Carbon offset fees and any other extra fees that may be deducted from the total of the transaction. 
• Bonuses
  • Extra store credit, free shipping bonuses, and any other extras that may be added to the total of the transaction

Transaction details card

This block will display the main details associated with:

• The transaction status, type and dates (creation and last update)
• The details for its corresponding Refund/Payment: total amount, status (Pending/Refunded/Paid), and selected refund method.
• The order number and link of the order created for the delivery of the new requested products (For Exchanges only). This new order will only be created if the “Automate billing and shipping” option is selected for Exchanges.

Depending on the type of transaction, its state, the refund method selected different actions will be available from the actions menu on the top right corner.

Some of these actions will also be available directly on the transaction total block (ie: Issue refund)

Customer details card

It will display the contact information associated with the customer that will be used to send notifications.

If needed it can be modified (ie: if the customer email has a typo that is preventing them from receiving communications) using the corresponding action found on the top right corner actions menu.

Original order details card

This block will display the number and date of the original order

Return shipping details card

This block will display the details associated to the Return method selected for shipping the products back to the store by the customer.

The particular details will change depending of the type of Return method selected:

• Home pickup
  • Carrier
  • Time range
  • Region
  • Pick-up address
• Drop-off point
  • Carrier
• Store drop-off
• Ship it yourself
  • Shipping address

Timeline

This block will display all the relevant events that may have happened during the lifecycle of the request, and allows for comments to be added in case anything relevant needs to be written down for future reference:

• Request creation:
• Order creation:
• Instant refund issued:
• Coupon created (Store credit):
• Refund/Payment completed:
• Transaction status updated to non-final state:
• Transaction status updated to final state:
• Request cancelled:
• Products restocked:
• Returned products accepted:
• Returned products rejected:
• Error/alert:
• Comments:

When adding comments it is also possible to attach up to 5 images for future reference (each must be 5MB max, and be in JPG, PNG or HEIC format). To Attach images to comments simply click the image button next to the comment field. This will reveal an area where you will be able to either drag and drop, or click to select the images you want to attach to the comment.