• This is the list of orders that the customers want to return due to some issues.

  • When you initiate return request i.e. 'Reverse Shipment’ for all or required products of a ‘Delivered Order’ (Please refer: Initiate Refund or Replacement/Exchange of the Delivered Orders), that shipment will be initially listed under the ‘Return Initiated’ tab.

  • When you allocate a logistic service provider for picking this shipment from the customer, that shipment will be moved from the ‘Return Initiated’ to the ‘Pending Pickup’ tab.

  • After receiving the respective item(s) from the customer, you can move that shipment to the ‘Received’ tab and initiate the return (i.e. replacement or exchange)/refund action.

  • Once the return (i.e. replacement or exchange)/refund process is completed, the shipment will be automatically moved to the ‘Closed’ tab.

How do I process the orders returned by customers?


To process the orders that are returned by customers, do the following:

  • Log in to the 'Anywhere Commerce Control Panel' by using your User Name (Email Address) and Password.


 Customer Return

  • You will be navigated to the Dashboard page.


 Customer Return

  • Click the  Customer Return icon. The Orders & Leads section will be displayed as shown in the figure.


 Customer Return

  • Click Returns and select Customer Return. You will be navigated to the Returns > Customer Return page.


 Customer Return

  • Here there are five tabsReturn Initiated, Pending Pickup, Picked, Received, and Closed.
  • By default, the Return Initiated tab will be opened and it displays the available 'Return Initiated' orders.

i) Allocate Logistics for customer returned Orders :

  • Once you reverse ship the delivered orders to the origin in case of customer returns, those orders will be listed under the ‘Return Initiated’ tab in the Returns > Customer Return page.


 Customer Return

  • You can verify the all the return initiated orders from 'Delivered Orders' tab will be listed under the Available Orders section.
  • If there are a very large number of shipments, you can filter them through the Search Options to find out required shipment(s). The respective shipment(s) will be listed under the Available Orders section.


 Customer Return

  • To allocate logistics for the return initiated orders, click the respective Allocate Logistics button under the Actions column. The Reverse Pickup Details dialog box will be displayed.


 Customer Return

  • Select the store location to where the return item should be brought from the Location drop-down.
  • Select the name of the logistics service provider, who is going to pick the item from the custom location from the Select Logistics Provider drop-down.
  • If you select a Custom provider, you can find two new fields namely, Provider Name and Airway Bill Number. In such cases, enter the name of your custom logistic provider in the Provider Name text box and the respective Airway bill number in the Airway Bill Number text box.
  • You can modify the date of pickup through the Pickup Date date picker (if required).
  • Enter the relevant sizes of the package in the LengthWidth and Height text boxes (Optional).
  • Enter the package weight in the Weight text box in Kgs (Optional).
  • To initiate the reverse pickup, click Initiate Reverse Pickup. The dialog box will be closed, the shipment will be moved to the Pending Pickup tab. You will be displayed a success message.


 Customer Return

ii) Confirming the Picking items

  • Once you have initiated the return (i.e. Reverse Pickup from Customer Location), the respective shipment will be moved to the Pending Pickup tab.
  • To view the list of shipments under the Pending Pickup tab, click the same. The following section will be displayed.


 Customer Return

  • If there are very large number of shipments, you can filter them through the Search Options to find out required shipment(s). The respective shipment(s) will be listed under the Available Orders section.
  • Once the item(s) of a shipment are picked up, click the Picked Up button of that order under the Actions column. The respective shipment will be marked as picked up and moved to the Picked tab. You will be displayed a relevant success message.


 Customer Return

iii a) Processing the 'Refund' or 'Replacement/Exchange' just after picking the returned items

iii b) Confirming the received items

  • Note:
    • Some Merchants want to process the refund or replacement/exchangeimmediately once the picking of the return item(s) from the customer is confirmed (i.e. before the item(s) physically received by the merchant). They can do this through the respective buttons i.e. Replacement or Refund buttons under the Picked tab.

      • Important: The Replacement or Refund buttons will be displayed under the Picked tab only when the Enable return before receiving the shipment item(s) checkbox is enabled in the Application Settings > Order Settings page.

        • Please Refer: “How do I start refund or replacement/exchange process before receiving the returned items” in Order Settings
    • Rest of the merchants want to process the refund or replacement/exchange only after the item(s) as physically received from the customer through logistic service personnel. So, they can do this through the Received button under the Picked tab.

    • So, both the actions - i.e. processing the refund or replacement/exchange, and confirming the received items, can be performed through the Picked tab.


iii a) Processing the 'Refund' or 'Replacement/Exchange' just after picking the returned items:


Processing the Refund:

  • Click the Picked tab to view the available shipments. The following section will be displayed.


 Customer Return

  • To process refund, click the Refund button of the shipment under the Actions column. You will be navigated to the Order Returns page.


 Customer Return

  • Auto Refund: Use this option to refund automatically to the payment mode of the order.
    • Note:
      • The Auto refund facility may be available for limited payment gateways like PayU.
      • The 'Auto Refund' checkbox will be displayed if the 'Auto Refund' option is selected for the respective payment gateway.
        Please Refer: Payu
    • If you select the 'Auto Refund' checkbox, the 'Payment type', 'Bank Name', 'AC. No.', 'IFSC Code', 'Refund Amount', 'Payable Ref No.', Payment Date', and 'Remarks' options will be hidden and you just need to click the 'Submit' button.
  • If the 'Auto Refund' checkbox is not selected, do the following actions:
    • Select the type of return payment (i.e. NEFT, Check/DD, Credit Card, or eVoucher) from Payment Type drop-down. For except eVoucher, you will be displayed relevant text boxes for each payment type. Enter the relevant details in the respective text boxes.
    • Enter the refund amount that you are returning to the customer in the Refund Amount text box.
    • Enter the payment reference number in the Payable Ref No text box.
    • Select the date of payment from the Payment Date 'Date Picker'.
    • Enter the remarks (if any) in the Remarks text box.
    • Click Submit. You will be asked for confirmation through a dialog box.


 Customer Return

  • Click OK in the dialog box. The dialog box will be closed and the refund process will be completed. You will be displayed a relevant success message.


 Customer Return

  • Now you can observe only the Received button against the shipment under the Picked tab. You can confirm the received items as explained later.


 Customer Return

Processing the Replacement or Exchange:

  • Click the Picked tab to view the available shipments. The following section will be displayed.


 Customer Return

  • To process replacement or exchange, click the Replacement button of the shipment under the Actions column. The Order Returns page will be displayed.


 Customer Return

  • Enter the SKU or Variant SKU of the replacement product in the SKU text box and click Search. The minimum purchase quantity and price of that item will be automatically fetched in the Qty and Price text boxes.
    • Note: You can also search the product using multiple search criteria through the Browse & Add button.
  • Update the quantity or price as per your requirement and click Add. If the value of the replacement product is more than the returned product, you will be asked for confirmation through a dialog box.


 Customer Return

  • Click OK the dialog box will be closed and the replacement product will be added to the grid under the Select Replacement Product(s) section.


 Customer Return

  • Note: You can edit or delete this product by clicking the  Customer Return and  Customer Return icons respectively.
  • Similarly, you can more products (if required) in the same process or by clicking the Browse & Add button and proceeding further through the available search options. The respective product(s) get listed in the grid.
  • Select the shipping mode for the new product(s) from the Shipping Mode drop-down.
  • Enter the shipping amount for the new product(s) in the Shipping Amount text box.
  • Enter the tax amount for the new product(s) (if any) in the Tax Amount text box.
  • Click Submit. You will be asked for confirmation through a dialog box.


 Customer Return

  • Click OK on the dialog box. The dialog box will be closed, the replacement or exchange process will be completed and you will be displayed a success message.


 Customer Return

  • Now you can observe only the Received button against the shipment under the Picked tab. You can confirm the received items as explained later.


 Customer Return


iii b) Confirming the received items:

  • Click the Picked tab to view the available shipments. The following section will be displayed.


 Customer Return

  • If there are a very large number of shipments, you can filter them through the Search Options to find out required shipment(s). The respective shipment(s) will be listed under the Available Orders section.
  • You can observe Replacement, Refund and Received buttons under the Actions columns. The Replacement or Refund button will be displayed based on the selected return action for the shipment.


Confirming the Received Item(s):

  • If the returned item(s) are received by you, click the Received button. The Received Items dialog box will be displayed.


 Customer Return

  • Select the location from the Select Location drop-down at which the items received.
  • You can change the received quantity (if required) under the Received Quantity column.
  • Click Submit. The dialog box will be closed and the shipment will be moved to Received tab.
  • You will be displayed a relevant success message.


 Customer Return

iv a) Processing the 'Refund' or 'Replacement/Exchange' action against received products.

  • Once the items are received from the customer, you can confirm the receipt and initiate refund or replacement/exchange as per customer request.
    • Note: You can also initiate the refund or replacement/exchange once the item(s) are picked from the customer (i.e. item(s) are yet to be received) as discussed in the above step.


 Customer Return

  • To process refund, click the Refund button of the shipment under the Actions column. The Order Returns page will be displayed.
    • Note:
      • Please refer the Processing the Refund: mentioned in the above step.
      • Once the refund process is completed, you can find only the Close button against that shipment under the Actions column.
  • To process replacement or exchange, click the Replacement button of the shipment under the Actions column. The Order Returns page will be displayed.
    • Note:
      • Please refer the Processing the Replacement or Exchange: mentioned in the above step.
      • Once the replacement or exchange process is completed, you can find only the Close button against that shipment under the Actions column.

iv b) Closing the shipment after 'Refund' or 'Replacement/exchange' action

  • Once the 'Refund' or 'Replacement/exchange' process is completed, you can find a Close button against that shipment under the Actions column.


 Customer Return

  • Click the Close button. The respective shipment will be moved to the Closed tab and you will be displayed a relevant success message.