Creating a Return Request
Return requests are used when you want to log the reasons a customer has requested a return or refund. It also allows you to log stock as returning and add it back to your inventory. If you want to create a return label instead, check out this guide.
NOTE: Veeqo cannot push returns or refunds to any channels. This tool is for internal use and logging refund/return requests and statuses.
Go to the orders page and view your shipped orders.
Search for the order.
Click on the order to bring up the order summary.
Scroll down to the order breakdown section.
Click Return Request.
Adjust the quantity of items you want to Refund and Return:
Requested return quantity: Number of items due to be returned. Stock will be adjusted when they are received at the location.
Refund quantity: Number of items to be refunded when payment is confirmed
Per Unit: Refund you are issuing per unit
Set the location (where the stock is returning to), request status, reason, and add in any notes for your team.
Tick "restock items" if you would like the stock quantity to be added back to your Veeqo stock.
Click "Create" to create the return. It will then go to returning status.
You can update the return to any of the statuses shown below, or mark as complete when you receive the items.
NOTE: For products that are unshipped all refunded items must also be marked as returned. When you create the request these items will automatically go back into available stock.
Return/ Refund Request Statuses
Return/ Refund Request Statuses
Returning
If you need to wait for items to be returned to the location before the next action should take place
Returned
If you have received the item back from the customer, use this action
Ready To Refund
If you or someone else is due to process the refund payment later on and the customer is not due to return any items or the refund can be paid before any items are returned.
Completed
If you have already processed the refund outside of Veeqo, not expecting any stock to be returned by the customer and the request will be Marked As Paid
Archived
Using this action will mark the Return as Archived.
Return Reasons
Return Reasons
Returned by carrier
The item(s) was unable to be delivered to the customer as they were either out or the address could not be found.
Damaged
The item(s) were damaged upon arrival. Does not work. The item is broken.
Wrong product shipped
The customer received the wrong item(s)
Description mismatch
The product did not match the customers expectations
Wrong product ordered
The customer accidentally ordered the wrong product e.g. it was too small
Excessive amount shipped
The customer was sent too many of a particular item.
Receiving Returns
Receiving Returns
To mark items from a return request as received:
Go to the orders page.
Click into the order you want to receive stock from.
Scroll down to the order breakdown.
Click "Receive" button in the "Returning" section. If you don't see any products list in this section then that means that not items are being expected to be returned. This is typically because either:
The customer has sent items back without requesting a return.
The carrier was unable to deliver the items.
In these cases a Return Request will be automatically created for this order once you have marked these items as Received.
Enter the quantity of items that have been received along with any relevant notes that will be useful for other users to see then hit Receive.
QTY. To Restock - When you hit Receive these items will automatically be added back to your available inventory.
QTY. To Write Off - Veeqo will not add these items into your inventory
Edit a Return/Refund Request
Edit a Return/Refund Request
Once a return/refund request has been created, you are able to edit it or mark it as received. The request can be access by either clicking on it from the Returns List or from the Returns section of the Order Summary
Editing a return/refund request
The Edit view is for the Customer Service and Finance teams to access the information they need to perform their action on the request.
Receiving a return/refund request
The Receive view is used by the Fulfilment team to mark items as received back into the location.
Exchanges
Exchanges
To create an exchange first create a return for the item the customer is returning. Then create a Duplicate order. On the duplicate order add the new product that the customer would like and then remove all other items. Adjust the product amount to take the previous orders balance into account.
Please note that at the moment we push refunds only to Magento, WooCommerce, Shopify and Lightspeed Retail.
Restocking Items
Users can restock items when they create a return request in Veeqo after the order has been shipped. If you select the restock items button then this will restock your items straight away, however if you do not select this then you can go through the process of receiving your items.
You can only restock items if you select either Not Refunded or Refund in Veeqo only. A box will show at the bottom of the screen called 'Restock Items' for you to select.
Unfortunately you cannot restock items when you are refunding the order to the remote store, the restock items button will be greyed out. Instead Veeqo will restock your items straight away.
Veeqo will only restock your items when the requested return quantity has been added, if not then Veeqo will not restock your items and the order will still be marked as 'Shipped'.
Returns List
Returns List
The Returns list shows all return and refund requests. There can be multiple return/refund requests per order, each with their own unique Return Number starting with the prefix RN-.
Go to Orders.
Click Returns.
You can filter by the Request Status and Payment Status of the request.
Process Refund Payments
Process Refund Payments
After a Return/Refund Request has been created you can mark the payment as being paid. This does not push to any channels, but serves as an internal tool for employees to use.
NOTE: Veeqo does not trigger or process the refund payment to the customer. This needs to be completed on the payment gateway or the store first.
To mark a Request as paid follow these steps below:
Head to Orders
Click Returns
Choose the Filter options Ready To Refund and Refund Paid? = No. This will show you all Requests that are set to be paid. Alternatively search for the Return Number in the Search box.
Click on the Request to view the details. Confirm the amount is correct and use the customer information shown to process the actual payment to the customer outside of Veeqo.
Once the payment has been confirmed check the Mark As Paid checkbox and hit Save.
NOTE:
You can not reverse this so make sure that the payment has been completed first.
If you don't need to manually update the customer to inform them that the payment has been processed you can go ahead and set the status to Completed. This will reduce the amount of Requests in the Ready To Refund status.