With Veeqo's Returns and refunds functionality, you can manage all of your returns and refunds in one place. The Returns/Refund Management provides a single view that each department can use to easily identify which request they need to perform a specific action on.
Creating a Return Request
Search for the order
Bring up the Order Summary and scroll down to the Order Breakdown section.
Click Return Request
4. Adjust the quantity of items you want to Refund and Return.
Stock Column
Requested Return: Number of items due to be returned. Stock will be adjusted when they are received at the location.
Refund Qty: Number of items to be refunded when payment is confirmed
Per Unit: Refund you are issuing per unit
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.
5. Set the Request Status, Reason and add in any notes that other Veeqo users may find useful.
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.
Edit a Return/Refund Request
A Return/Refund Request has two tabs, Edit and Receive. The request can be access by either clicking on it from the Returns List or from the Returns section of the Order Summary:
The Edit view is for the Customer Service and Finance teams to access the critical information they need to perform their action on the request.
The Receive view is used by the Fulfilment team to mark items as received back into the location.
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.
Here is a guide which will explain the process of receiving 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:
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
3. You can filter by theRequest Status and Payment Status of the request.
