Approval Page
By clicking on a "Requested" return on the dashboard's returns table, you land on the Approval page.
As of October 2024, this is the most important page of the process for exchanges.
Indeed, on this page two things happen:
1) Approve or decline the items your customer wants to return
2) Place (or not) the exchange they want to make.
That exchange will be immediately created on the Original Order itself, as a "On Hold" fulfillment. This means thatinventory is taken for the exchange, but it's not going to ship unless you "release" the "hold"
Important! The "Approve" button on the top right triggers both the requested return and exchange at the same time.
Note: if you don't want to place exhanges this way, you can change it in the settings.
We highly recommend you do use this method as it is th way Shopify intends for exchanges to be made, and will not mess your accounting.
However, if you do want to make exchanges as new orders instead, simply head to the "Returns Dashboard" tab of our settings.
(This is also the place where you would turn ON the Original Order Exchanges, if it is not activated on your store).
A few notes:
- This Original Order Exchange method works with uneven exchanges too. Cheaper: you can issue a refund. More expensive: an invoice worth the difference is sent to your customer.
- To "refuse" the requested exchange, simply remove the items from the exchange section.
The Requested Return: Approve, Partially Approve, Decline
Customer notifications for all scenarios
At the bottom of the approval page, you control whether or not your customer receives a notification.
Whether you are Approving, Partially Approving or Declining a request, the notification It is turned on by default: your customer will receive an email saying either "these items are approved" or "sorry your request was declined".
You can also add a custom message.
In the case of the Approval email, you can upload a shipping label with it.
Note: we do not generate the label for you. If you generate it outside of our app, you can upload it for it to be included in your Approval email.
What happens next?
For the sake of our example, we will approve everything:
After you click the button, a few things happen:
On their side, your customer will receive an email detailing the items Approved to be returned.
(If you had declined, they would have received a Declined Request notification.)
A Shopify return is officially created, and you can also see its development on the Shopify order page:
Back to the dashboard, your return’s status has been updated to “Approved”.
From that click on the "Approve" button, we are now sent to the Inspection page.
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