Returns & Exchanges
Make returns straightforward for the customer to initiate and a breeze for your team to manage.
Initiating a Return
How you allow customers to initiate a Return will depend on two key factors:
Your returns volume.
The level of experience you want to offer.
Venditan Commerce supports multiple Returns Management processes, and we will advise you on the best approach for your business.
Basic Returns Process
Display your returns policy, address, and email address on your website. Customers email to notify you of a return. Once you receive the products, you manually review them against your policy, update the Order, and contact the customer per your policy.
Package Insert
Include a Returns document in the package with instructions, and a form for customers to fill out and insert into their return.
Returns Portal
Customers can submit a Return request through a website form, which captures their details, Order information, and Return Reason. The portal can generate a shipping label for the customer and create a Return Merchandise Authorisation (RMA) request in Venditan Commerce for review.
Order History
Customers can initiate a Return directly from their order history, whether they want to return the entire Order or part of it. This will create an RMA in Venditan Commerce.
In-Store Returns
Returns Portal: Capture, review and process RMA Requests
When using the Returns Portal, all Return requests are captured and centralised within Venditan Commerce for management.
Venditan Commerce features a comprehensive RMA (Return Merchandise Authorisation) system, ideal for businesses with high order and return volumes.
A multi-status validation and curation process supports the RMA process and can be adapted according to your workflow.
Capturing new requests
New RMA requests will appear under the New Requests section, generating and displaying key details:
RMA Number: A unique code for each Return request.
Order ID: The ID of the Order associated with the Return.
Order Lines: Separated into 'Returned Lines' and 'Other Lines'.
Return Reason: The Customer selects a reason for each returned product when they fill in the Return request form.
Customer & Customer ID: The Customer who initiated the return.
Status: Current status of the Return, which is initially set to 'Pending'.
Tracking ID & Return Courier: Shown if the Customer used integrated Return Label generation.
Receiving returned products
When the returned product is received at your Location, it is scanned using a handheld device or entered manually into Venditan Commerce if no scanner is available.
The platform verifies the expected products and reasons for return. Once scanned, products are marked as Received, and they are officially entered back into the platform.
They can either be restocked into a Bin or written off from here.
Processing Returns
The Return Items screen offers options for handling return costs and credits.
Credit Delivery Costs: Choose whether to refund shipping costs.
Discount Adjustments: Automatically calculate and adjust any offers or discounts from the original order.
Credits or Refunds: Based on the return, apply any necessary changes, such as deductions from the original discount, and then process a Credit Note refund.
Product Exchanges
You can also handle Exchanges directly through the RMA process:
Select the product(s) to be exchanged.
Choose the replacement product(s).
Adjust the quantity if needed.
Decide whether the replacement Order will have free shipping.
Review and edit any customer communication about the Exchange.
Send communication directly from the exchange system.
Once processed, the exchange updates the original order.
If applicable, you’ll need to refund any price differences through the Customer’s Account manually.
Issue Refunds
Refunds can be issued as part of the Returns workflow.
Venditan Commerce can support partial or full refunds.
The platform calculates the total amount due back to the Customer, accounting for any Discounts or return fees.
It then prompts the user on the refund due. We use your Payment Gateway integration to support refunds built into Venditan Commerce.
This is represented as a Credit Note on the Customer’s Balance.
Initiate a Return from the Order screen
For merchants using a basic Returns process, you will manually initiate Returns from Venditan Commerce once the products have been received from the Customer.
This can be done directly from the Order itself, by following these steps:
Select the Location where the returned products were received.
Enter Quantities for each product returned across the Order Lines.
Specify Return Reasons for each product.
Choose to Credit the Delivery Price if necessary.
Issue a Refund if necessary.
All Return activities are tracked, and you can review returns retrospectively from a list.
Additionally, Notes can be added to provide context or updates on each Return.
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