PrestaShop Merchandise returns

How to Manage Merchandise Returns in PrestaShop

About 30-35% of all products ordered online are returned, so your online store must handle returns well. There are many different reasons why a customers returns a product. PrestaShop provides all the required options to managing merchandise returns for your store.

To learn about why a customer returns a product, I would recommend reading Top 7 Reasons Customers Return Merchandise & How You Can Prevent It.

Merchandise returns are disabled in PrestaShop by default. So to use merchandise returns you must enable it in PrestaShop. After merchandise returns are allowed, customers can request to return the products they have ordered on your store. After this you can either accept or deny the request of product returns from admin panel.

If you have accepted the return, customer will be informed about the same and they can send back the product(s) to you. Once you received the product(s), you can mark the product as returned in order. After this you can refund the amount to customer and mark the products as refunded.

Enable Merchandise Returns

As we know, by default merchandise returns are disabled in PrestaShop. To enable them, navigate to Customer Service -> Merchandise Returns in the admin panel and go to the section Merchandise Returns (RMA) options

PrestaShop Merchandise return options

The options to configure are as follows:

  • Enable returns –  select Yes to enable merchandise returns and activate all the options associated with it.
  • Time limit of validity – This is the number of days after the order is delivered and customer can request to return the product on the account page of PrestaShop frontend. By default time limit set in PrestaShop is 7 days i.e a customer can raise a request to return products within 7 days after purchasing the products. After this time the button to request return will be deactivated.
  • Returns prefix – Using this field you can change the prefix used for the return name. Each return name consist of prefix and delivery slip number. For example, the default prefix for delivery slips is #RE so the return names will be like #RE000001, #RE000002 and so on.

After you have configured all the fields, don’t forget to click Save button.

 

Merchandise Returns on Frontend

Once merchandise returns are allowed in PrestaShop, customers can request to return product(s) they have ordered, with in time limit of validity.  They can do this from order history and details section of their account from PrestaShop frontend. After the customer logs in to your store they will be directed to their account page. There they have to click on the button Order History and Details.

PrestaShop frontend accounts page

After this order details page will be opened where all the orders placed by customer will be listed. To return any product customer has to view the details of particular order by clicking the Details link for that order.

 

Customers can only request for the merchandise returns for the orders whose status are shipped and above. When the customers clicks on the Details link for an order, a page will open which shows the details of the order. On the details page there’s a table that lists all the products in the order. Each product has a check box that can be selected to request the return of product. If there is more than one unit of the product, customer can use the Quantity drop-down to specify the no of unit they want to return.

PrestaShop return products frontend

After customer has selected the products and quantity, they should go to Merchandise Return section on the same page below the list of products. On the text area that provided customer needs o provide the reason or explanation for the return of products and then click on the button Request A Return.

PrestaShop request return

After the customer fills all the information and click on the button Request A Return they will automatically be redirected to Merchandise Returns page where all the request for the merchandise returns are listed. The list display the order no, return no, status of the return and the date request was made. The customer can also access this page anytime by clicking on the Merchandise Returns on their main account page

PrestaShop merchandise returns

The customer can see the details of the returns by clicking the return number for any particular return in the list.  The page displays the details of the return with its current status as well as the product and quantity customer has requested for return.

PrestaShop returns details

 

 

Manage Merchandise Returns in the Admin Panel

After the customer requests the return of product(s), the requests are listed in the PrestaShop admin panel on merchandise returns page. Then you or any other employee of your store needs to accept or deny the return of products. Only after the approval of return,customer can send the products back to you and later you can refund the amount of products returned.

To access the list of all the merchandise returns in PrestaShop admin, navigate to Customer Service -> Merchandise Returns. The page that’s open will list all the request for the merchandise return

PrestaShop merchandie returns

The list shows the ID for the return, Order ID, Status and date return was requested for each merchandise return request. By default in PrestaShop, all new return request have status Waiting for confirmation. To see the details of merchandise return and change the status of the return click on the row of any particular request. This will open a page to show details of return request and other related options

PrestaShop retirn RMA

To accept or deny the return change the status from the drop-down. The page lists the following details and options

  • Customer – This is simply the name of the customer who has requested the merchandise return.  Under the name there’s a link View details on the customer page, clicking this will take you to the customer details page of that particular customer. To learn how to manage customer, check our previous tutorial Managing Customers in PrestaShop.

 

  • Order – ID of the order for which merchandise return is requested along with the date order was placed is shown here. Under the order there’s a link View details on the order page, clicking this will take you to the order details page of that particular order. To learn how to manage orders, check our previous tutorial Managing Orders in PrestaShop.

 

  • Customer explanation – This is just the reason or the explanation for the return of product entered by the customer.

 

  • Status – By default in PrestaShop, all new return request have status Waiting for confirmation. By selecting the proper status you can accept or deny a return. To deny this merchandise return select the status Return denied from the drop-down.  To accept this merchandise return select the status Waiting for package.

When you change the status of the return, PrestaShop automatically sends the email to customer informing them the change in the status of merchandise return. They can also view the same on the Merchandise Return section on the accounts page on the PrestaShop frontend. From there they can download the return form in PDF format, that PrestaShop automatically generates after the status of return is set to Waiting for package.

The return form is confirmation that the return is allowed and customer can now send the products back to store. After you have received the products, change the status to Package Received and after the refund is completed you can select the status to Return Completed.

  • Products – This is the list of the products that are requested for the return. It displays the product reference, product name and quantity requested for return. For each product there’s a Delete button that can be used to remove the product from the list. It is usually done when the list contains multiple products and you are not willing to give return for a particular product but want to allow the return of other products in the list.

 

  • Return form – It is the link for viewing and downloading the return form in PDF format. It is automatically generated and shown here after the status of the return is set to Waiting for package.

After you have change the status of the return, click on Save button.

The merchandise return is also shown on the order details page of the order in PrestaShop admin. To view that, navigate to Orders -> Orders in PrestaShop admin and click on the order in list to view its order details. On the order details page go to the Merchandise Returns below the order details section and you will see the current status of the merchandise return

PrestaShop orders Merchandise returns

 

Mark Products as Returned

After the customer returns the products to you and you have received the products  you can mark the products as return in PrestaShop admin panel.  You can do it from order details page of the order to which merchandise return is associated.  To do so, navigate to Orders->Orders in the PrestaShop admin panel and click on the order or its View button to which merchandise return is associated to view order detail page. On order details page click the button Return Products on the top of the page.

When you will click this button, you will be brought down the same page to the Products block. A check box to return product will be available for each ordered products also there will be text box to specify the quantity of product returned. There will be some options available at the bottom with check boxes.

 

return products

Check the check box Re-stock products, if the returned products you have received is not broken or damage, to put the product back in stock. If you want a credit slip to be generated for the customer, you can do it by checking Generate a credit card slip check box. This will create a credit slip for the amount of product returned.

If you want to refund the products returned, you can generate a voucher of the amount product returned by checking the Generate a voucher check box. This voucher code can be used by the customer for getting discount for their next order.

After you have entered all the information click on Return products button that’s below the check boxes. You can learn more about return in our tutorial Managing Orders in PrestaShop.

 

Mark Products as Refunded

You can mark the product as refunded after the customer returns the products to you from order details page of the order to which merchandise return is associated.  To do so, navigate to Orders->Orders in the PrestaShop admin panel and click on the order or its View button to which merchandise return is associated to view order detail page. On order details page click the button Partial Refund on the top of the page.

When you will click this button, you will be brought down the same page to the Products block. A check box to return product will be available for each ordered products also there will be text box to specify the quantity of product returned. There will be some options available at the bottom with check boxes.

partial refund

For each product there are two fields Quantity and AmountYou can specify the number of units  you want to refund in Quantity field. If you don’t want a product to be refunded, make sure to enter 0, otherwise it will be refunded if you will leave the field blank. Enter the amount that you want to refund to the customer in the Amount field. It can be full amount or the part value of it. If you leave the field blank the amount of the quantity selected for refund will be refunded.

Below the list of products there are couple of options. You can use the check box Re-stock products to put the refunded products back in the stock list.  This will put the product back into the stock of the product. If you have already re-stocked the product while using Return Products, don’t do it again, otherwise product will be added twice to the stock.

If you want a voucher code to be generated for the customer, you can do it by checking Generate a voucher check box. This voucher code can be used by the customer for getting discount for their next order.

After you have entered all the information, click on the button Partial Refund. This will mark the product as refunded and it will be indicated on the product list also. You can learn more about partial refunds in our tutorial Managing Orders in PrestaShop.

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