The returns process allows buyers to easily make a return via the system.


Easy returns helps with customer loyalty, minimises administration time and captures useful data to help monitor reasons for returns and to make improvements to lower the rate of return.


The Returns Process


The customer logs in to their account and clicks on My Previous Orders* and can see their Completed Orders.

Clicking on the Actions drop down gives the option to Request A Return.



* This text can be changed via Site Definitions as explained later.


The customer can select which item(s) to return, select a reason and enter comments:


After submitting the return request, the customer can then print a Returns slip to send back with the item.


The standard return slip looks like this (it can be edited in the template system):


Setting Up Your Returns Policy


1. Write Up Your Policies


The first step is to write up your actual returns policy and describe the process to make it easy for people to understand and follow.


This might form part of your terms and conditions page or you can setup a separate page in Page Manager and add it to your navigation and/or footer. A separate page is good because you can outline the returns process and link to your terms, for example:


------- example returns page text -------


How To Make A Return 


  • Visit your account and select the order and product you wish to return
    Go to Account [opens in new tab]    <- edit the link so it goes to your website
  • In the Actions field click Request A Return
  • Select the reason for the return and press submit
  • Print the order and include this with the return
  • Send it back to us in the original packaging using a tracked courier service

    Send to:
    [enter your company details]

    Our Returns and Refunds Policy
    To see our policy in full on returns, refunds and restrictions please read section X of our Terms and Conditions of Sale.

    This does not affect your statutory rights.

    ------- example returns page text ends -------

2. Site Configuration

  1. In Admin > Customize User Area > Show the Simple Order Manager? (Rather than the normal full details) - untick
    This allows buyers to see all order details when they login to their account including the option to make a return

  2. In Site Definitions change the standard text for the following defines to the suggested text (or whatever you prefer)

    MY_PRE_BUYS
    My Previous Orders

    RETURN_REASON_SUCCESS_SCREEN_TITLE
    Print Order To Go With Your Return

    RETURN_REASON_SUCCESS_SCREEN_TEXT
    Print the order and send it with your return in the original packaging.

    Optionally, you can also change these if required:

    RETURN_REASON_CONFIRM_SCREEN_TITLE
    Return Request 

    RETURN_REASON_CONFIRM_SCREEN_TEXT
    This is normally left blank. You could enter a link here to your Ts & Cs using HTML.


  3. In Email Notifications you can set which administrator should receive an email for return requests if it needs to be sent to someone specific rather than the general email address for the site.



  4. In Order Return Reasons add/edit the reasons a customer can select when making a return.

    Example Codes. Note the Use Count records how often each one has been used.

  5. Optionally, edit the standard return slip design if required in Templates in html/invoice/return_slip.html.twig

  6. Test your process. Just to make sure it's all as expected after the changes have been made.