Note that marketplace orders can only be found under this tab once they have successfully been returned. Those for which an return has simply been requested can be found under the [In transit] tab.
You can also access this menu by clicking on the number of return requests that is mentioned on your admin page’s dashboard.
Search field
Online store
Search for orders by online store. Select one of your Cafe24 online stores that are synced with marketplace accounts to search for related orders.
Filter
Type a comma (,) between terms you add as filters to search for multiple orders at a time.
When entering an order number, you do not have to insert dashes in between the numbers.
You can add up to five filters by clicking on the [+] button.
Product
If you set the filter to [Product code] or [Variant code], you will need to enter the exact value to get search results.
If you set the filter to [Product name], [Product tag] or [Manufacturer], you can find items that match the input value both partially and exactly.
Click on [Search product] to take a closer look at the products you can choose.
Carriers/Pickup request status
Search for orders based on the shipping carrier and the pickup request status.
Pickup not requested: Returns for which a pickup request has not been submitted.
Pickup requested: Returns for which a pickup request has been submitted, but the shipping carrier has yet to accept the request.
Pickup accepted: Returns for which the pickup request has been accepted by the shipping carrier.
Failed pickup request: Returns for which the shipping carrier has failed to accept the pickup request.
Date range
Order date: Search based on the date on which orders were placed.
Memo creation date: Search based on the date on which an admin added a memo.
Return request date: Search based on the date on which the customers requested to return a product.
Return approval date: Search based on the date on which an admin accepted an return request.
Return date: Search based on the date on which an order was returned.
The maximum date range is six months.
Marketplace
Search for orders by marketplace (vendor).
Order status
Search for orders by return status.
Account types
Search for orders by account type.
Reset
Reset all the search filters.
Search results
Mark as Picked up
Use this feature to change the status of an order that is marked as [Return in progress (awaiting pickup)] to [Return in progress (awaiting refund)]. You cannot use this feature for marketplace orders.
Export as CSV
This will open a pop-up window through which you can download your search results within a CSV file. The download function is protected by a password.
You can select the CSV template of your choice by clicking on the [CSV templates] button in the pop-up window.
Settings
Decide which items you want to include in the search results table.
Search results
Requested on (Accepted on)
Requested on: The date when the customer requested a return.
Accepted on: The date on which the admin accepted the return request.
Item code/Cancellation number
Item code: Click on your online store’s order number to view relevant order details. You can simply check the order details or process the order.
Click on the customer name to open the CRM window through which you can manage customer information.
Product name/Options
This is the name of the product that has been ordered. Option details will be marked in blue. You can find a thumbnail of the product image on the left side of the product name.
Hover your mouse over the thumbnail to view product details or view the product in your online store.
Click on [View product details] to open a pop-up window through which you can edit product details.
Click on [View storefront page] to open the relevant product page in your online store.
Click on the online store’s product code to open a pop-up window through which you can edit product details.
Quantity
This is the quantity ordered for each item.
Order status
Return requested: Search for orders for which customers have requested a return, but for which the request has not yet been processed.
Return accepted (awaiting pickup): Search for orders for which the return request has simply been accepted.
Return accepted (Picked up): Search for orders for which the return request has been accepted and the return product has been received.
Return in progress (awaiting pickup): Search for orders for which the returned product has not been received.
Return in progress (awaiting refund): Search for orders for which the return request has been accepted but a refund has not been processed.
Return in progress (refund on hold): Search for orders for which the return request has been accepted but an admin has held off the refund.
Returned: Search for orders for which refunds have been completed.
Return on hold: Search for return requests that an admin has held off.
Return
Process each exchange or check any exchange details.
Process
Use the “Process” button to process orders for which a return has been requested or held off.
You will be redirected to a pop-up window through which you can process the return.
You cannot use this button to process requests for marketplace orders. Those requests must be process through the relevant marketplace’s admin page.
Details
A “Details” button is provided for return requests that are in progress/completed/rejected/undone.
Click on [Details] to open a pop-up window through which you can check all the details related to the order’s return.
Mark as Picked up
This button is available for returns that are in progress (awaiting pickup). Use this feature to mark returns as picked up.
Memo
Create memos or read those left by admins or customers.
Memos left by customers can be viewed by clicking on the “USER” icon, while those left by admin can be viewed by clicking on the “ADMIN” icon. Icons are only activated if there is a memo.
Hover your mouse over an activated icon to check the memo’s content.
Clicking on icons under [Memo] column will open a pop-up where you can add an admin memo for the relevant customer.