With the standard implementation of AB Commerce, you manage returns outside of the website - in the same way if a customer entered your shop and returned an item they purchased in the store.
- If the entire order is being refunded you can change the order status of the order to Status - Cancelled.
- If part of an order is refunded we suggest that you make a note of it in processing notes in the POST SALE tab of the order.
If you are using systems integration you may also wish to record the refund in your EPOS system
Cancelling/refunding the payment
When an item is returned you will need to login to your payment provider to cancel/refund the payment.
However, AB Commerce currently offers a Returns Module as a paid upgrade which works as follows:
How a Customer Submits a Return
A customer goes to the following URL and sees the following screen:
They will then be presented with a screen where they select the items they wish to return and click Return the Selected items. They will then be given instructions on how to return the items which includes specifying the order number with the package.
How a Customer Resubmits a Return
If a customer needs to return products more than once for the same order (either they decide to return additional items from the order or they have to resubmit the return again), they just go through the same screen above.
The Admin Screens
To view the returns submitted - or to approve a return manually, log on as web admin and click on Orders - Returns and you will see this screen:
The returns that have been submitted appear under VIEW PENDING.
When a return comes in, just enter the order number and click Search. Then, either Approve or Reject the return and the customer will automatically get an email saying their item has been returned and the credit card has been refunded.