Returns

The customer registers a return on their order page and gets a return number.

Where: Storefronts › [storefront] › Returns for the settings. Orders › Returns for the cases.

Return numbers run per workspace from R-1001. Withdrawals and complaints share the series and the list, see Right of withdrawal and Ångra köp and Complaints.

#Set up

Under Storefronts › Returns:

The window counts from delivery of the last parcel. Without a delivery date from the carrier it counts from the last shipment plus 7 days.

When the customer sends it themselves, you need a return address. Without one the page shows Customers cannot register returns until there is a return address. The customer then cannot register a return.

Returns portal is listed under Included in Module catalogue (under More). You turn it on per storefront here and handle the cases under Orders › Returns.

#What the customer does

1. Opens the order through the link in an order email, or looks it up under /orders with order number and email.
2. Presses Returnera varor in the Ångra eller reklamera card. An English-language storefront shows Return items.
3. Chooses items and quantities, and a reason if they want: changed my mind, wrong size or model, faulty or damaged, wrong item sent, other.
4. Presses Registrera retur.

At the top of the form the choice Vad gäller det? (What is it about?) offers Ångra köp, Reklamera fel eller skada and Returnera varor. The customer can switch without losing the items chosen. If the customer picks the reason Faulty or damaged or Wrong item sent, the page shows Is the item faulty? Report a fault instead. with the button Byt till Reklamera (Switch to Report a fault). The return can still be registered. An add-on or a service that belongs to an item goes with the item and is not chosen on its own.

The customer sees the deduction before registering the return. The customer gets the return number on the page and in an email. The email says whether the return label comes by email or whether the customer sends the parcel to the return address.

The Returer och reklamationer card (Returns and complaints) on the order page then shows the status, whether the return label was emailed and the reason for a rejection. With a return label the card has the button Hämta retursedel (PDF) (Download return label (PDF)). When the customer sends it themselves, the card and the receipt page have the field Tracking number (optional), once you have sent the parcel. The customer can change the number until the shop has received the parcel. A late return is saved. The customer sees The return period has ended. You can still register the return; the shop will assess it.

#Handle a return

A new return gives a notification in the bell. With Email new orders on under Settings › Notifications, BunStack also emails the storefront's contact address. The email is in English and links to the order.

The Returns button on Orders opens Orders › Returns with every return, withdrawal and complaint. The Open filter is preselected. The filter per kind shows All kinds, Withdrawals, Complaints or Returns, and the Tracking column shows the customer's tracking number or the shop's return label. The returns to handle row under Needs you counts the same cases. A row opens the order. The Return R-… card is under the shipments, with the kind as a chip.

1. Send return label: book the return label in Sendify's web app. The customer is the sender, the return address the recipient and the return number the reference. Upload the PDF, at most 5 MB, with a tracking number if you want. The customer gets it as an attachment. See Sendify.
2. Mark received when the parcel has arrived. The Refund dialog opens on Lines with the return's lines ticked.
3. Check the lines and press Refund. The return reads REFUNDED once the refund has gone through.

BunStack refuses Full for a return, because it would refund the whole order and put every unit back in stock. If the return has a deduction, Refund asks whether to take it off. See Capture, refund and cancel.

When the customer has added a tracking number, the card shows the Customer's tracking row with the carrier, the number and a link to the tracking. You get the Return tracking notification. If you press Refund with no tracking number and before the parcel has arrived, BunStack first asks No tracking number and not received — refund anyway? The law lets you wait until the parcel is back or the customer shows it was sent.

Label email on the card shows whether the email with the return label arrived. Every step is in Timeline. The steps need the editor role.

#Return shipping

The customer pays the return shipping for a return or a withdrawal until you choose otherwise. The Return shipping row on the card shows Customer pays. The link We pay the return shipping… opens the Return shipping dialog:

When the shop pays, no deduction is taken. With Email the customer ticked, the customer gets an email about who pays. The customer's reason does not decide who pays. A faulty item is a complaint, see Complaints.

One line under the choices says what the email holds. When the customer sends the parcel, the email gives the return address, also when you pay back the postage. With the storefront's way We email a return label, Customer pays keeps the label: the email says a return label is coming, or that the customer has it, and gives no address. Without a return address on the case the email says the shop will tell the customer where to send it.

When the shop sends a return label (the storefront's way, or We pay: send a return label), the customer's order page says Butiken mejlar en retursedel. Vänta med att skicka paketet tills den har kommit. (The shop emails you a return label. Wait for it before you send the parcel.) until you upload it. The tracking number field is not shown then.

When every unit of the order is back or closed, the Shipping line is ticked too. Untick it if the shipping should not be refunded. The dialog offers the shipping once only.

#Refund date

You must refund every open return and withdrawal within 14 days of the day it was registered, and an approved complaint within 14 days of the approval. A withdrawal keeps its date when its kind is changed. The card shows Refund due by … and the days left.

The list under Orders › Returns has the Refund due column and filter. Needs you on Orders has the refunds due row.

#Return for a customer

1. Open the order.
2. Press ⋯ Actions › Create return.
3. Choose Return or Complaint at the top. A complaint then waits for Approve… as if the customer had sent it.
4. Choose items and quantities.
5. Tick Email the customer the return number if the customer should get the receipt.
6. Press Create return.

BunStack registers the return without checking the return window. It does not need Sells to consumers.

#Late returns

BunStack never refuses a return after the window. It gets the OUTSIDE OUR WINDOW stamp, and you accept or reject it. See Late cases.

#Statuses

The colours follow the order's: yellow is waiting, light with a thin border is refunded or closed, black is rejected or withdrawn. A complaint also has TO REVIEW, APPROVED and RESOLVED.

#Rules

• Only shipped or collected units can be returned.
• A unit can be in one case only. A rejected or withdrawn return releases its units.
• Units already refunded by line cannot be returned.
• A cancelled or fully refunded order cannot be returned.
• A registered return keeps its method, address and deduction. If the order is in another currency, BunStack converts the deduction at the day's rate.
• An add-on or a service that belongs to an item goes with the item, in the same share.
• A service, such as gluing, has nothing to send back. On the card, in the customer's form and in the emails it shows under its item with Tjänst – inget att skicka tillbaka (Service – nothing to send back in the admin and on an English-language storefront). Its money goes with the item's in Refund, where you can change the amount.
• A service of its own, such as gluing a racket the customer sent in, can be chosen on its own. It is never chosen from the start. A case with only services has no parcel: no Mark received, no return label, no Return shipping, no return address and no deduction.
• A double click does not register two cases.

#Limits

• It books no return label with Sendify or any other carrier. Sendify's API has no returns.
• It refunds nothing by itself. You refund in the Refund dialog.
• The customer cannot withdraw a return, give a reason per item or exchange an item.

#See also

• Right of withdrawal and Ångra köp
• Complaints
• Capture, refund and cancel