Orders & shipping · How-to
Handle a return
Take goods back on a shipped order, put them back on the shelf or not, and refund the buyer.
Open a return
On a shipped or delivered order in Orders & shipping, press “Open a return” in the “Returns” card. Before the parcel ships there is nothing to return — cancel the order instead.
Say what came back and why
Choose the “Reason” — Not wanted, Arrived damaged, Wrong item, Never delivered or Other — and the quantity of each item. You cannot return more than was ordered, less earlier returns. A marketplace line that is not in your catalogue cannot be returned here.
Decide about the shelf
Leave “Put the goods back on the shelf” ticked for goods you can sell again, and untick it for damaged ones. It applies to every item on this return, so open two returns when some items can be resold and others cannot. Press “Open return”.
Receive the goods
When the parcel is back, press “Received”. Items marked for the shelf go back into the order’s warehouse.
Refund the money
Press “Refund”. It always refunds the full value of the returned items, at the price on the order; the shipping fee is not included. If the buyer paid online, the money goes back through the same gateway. If they paid in cash, on delivery or by transfer, pay them back yourself — the refund records it. Either way, with a cash register connected, each return gets its own return receipt.
Cancel a return opened by mistake
“Cancel” closes an open return, as long as the goods have not been received.
Common questions
- Can I refund before the goods arrive?
Yes. “Refund” works on an open return too; press “Received” when the parcel comes back.
- How much is refunded?
The full value of the items on the return, at their price on the order, without the shipping fee. The amount cannot be changed.
- Can I handle returns on the phone?
Yes. On the order, “Open a return”: a reason, how many of each item came back and whether to put the goods back on the shelf. Then mark it Received, Refund it — the app shows the amount and whether it goes back through the payment gateway or is given by hand — or Cancel it.
Read next
Take payment and ship or hand over an order
Get an order paid online, in cash or on delivery, send it with a waybill or hand it over at the desk, follow the parcel, and fix a waybill the carrier refused.
Check stock levels and adjust them
See what each warehouse holds, what is reserved and available, correct a count, set a reorder point and read the stock ledger.
Close the day and issue fiscal receipts
Close the till’s day with the cash you counted, connect your ПРРО, see every receipt it issued, retry one that failed and run the shift reports.
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