Orders | Processing Returns

The Returns section in Orbit allows you to process the returns your customers raise, from the moment a request comes in through to a completed refund, exchange, or store credit. From here you can review each return, approve or decline it, mark items as received, and complete the return once everything has been checked.

Accessing Returns

To access Returns:

• From the left-hand menu, go to Orders.

• Select Returns.

The Returns page will open, showing a list of all returns raised against your orders.

The returns list

Each return is shown as a row in the table. The list includes the following columns:

• Return # — the return number, such as RET-1047. Click it to open the full return details.

• Order # — the order the return relates to. Click it to open the original order.

• Customer — the name of the customer who raised the return.

• Items — the number of items included in the return.

• Resolution — how the return will be resolved: refund, exchange, or store credit.

• Status — the current stage of the return, shown as a status badge.

• Date — the date the return was raised.

Above the list, a row of status tabs lets you quickly switch between returns at each stage: All, Requested, Approved, Received, Completed, Declined, and Cancelled. Use the Search field to find a return by return number or order number.

Resolution types

When a return is raised, it has a resolution that determines how the customer is compensated:

• Refund — the value of the returned items is refunded to the customer's original payment method.

• Exchange — the returned items are swapped for a replacement.

• Store credit — the value of the returned items is added to the customer's account as credit to spend later.

The returns lifecycle

A return moves through a clear set of stages from the moment it is raised:

• Requested — the customer has raised a return and it is waiting for you to review.

• Approved — you have approved the request, so the customer can send the items back.

• Received — the returned items have arrived and been marked as received.

• Completed — the return has been finalised and the resolution, such as a refund, has been processed.

• Declined — you have declined the request, so the return does not proceed.

• Cancelled — the request has been cancelled and the return does not proceed.

In short, a return follows the path Requested, then Approve or Decline, then Receive Items, then Complete Return. A request can also be Cancelled before it is completed.

Opening a return

Click a return in the list to open its detail page. The detail page shows everything you need to process the return, with the return number and current status badge at the top, alongside when it was created and its resolution.

Reviewing a requested return

When a return is first raised, its status is Requested and two actions are available at the top of the page: Approve and Decline.

• Click Approve to accept the request, which moves the return to Approved so the customer can return the items.

• Click Decline if the return should not go ahead.

The return detail page

The return detail page brings together all the information for a return in one place:

• Return Items — a table of the items being returned, showing the Product and SKU, the Reason for the return, the Qty, the Condition of each item, and the Refund amount, with a Total Refund at the bottom.

• Notes — a panel showing Customer Notes left by the customer and Store Notes you add for your own records.

• Order — a link to the original order and the customer it belongs to.

• Shipping Label — the return shipping details, including the tracking number, links to track or download the label, and its status. A return may have no shipping label.

• Timeline — a record of the return's progress, listing each stage such as Created, Reviewed, and Items Received, with the date and time.

Receiving items and completing the return

Once an approved return arrives, mark it as received so its status becomes Items Received. With the items checked, the Complete Return action becomes available at the top of the page.

Click Complete Return to finalise the return. This processes the resolution, so for a refund the Total Refund shown on the return is issued to the customer, and the return moves to Completed.

Why processing returns well is important

Handling returns promptly and consistently keeps your customers informed and your records accurate. By using the Returns section, you can:

• See every return and its current stage at a glance

• Review, approve, or decline requests as they come in

• Track returned items from request through to completion

• Process refunds, exchanges, and store credit correctly

• Keep clear notes and a full timeline for every return

If you have any questions, please contact us at support@orbitcommerce.net