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Return

Refund bank
  • Enter bank details for refund displayed when [Cash refund] is selected for [Refund methods].
  • Click [Select bank account for refunds] to select bank account details for refund in cancellation/exchange/return request.

Return

Details
  • To sync the reason with admin memo, select [Sync the reason for cancellation/return/exchange/refund with admin memo] in [My Store>Store setup>General settings>Orders (Tab)] under [Payment/Refund/Return settings].

Return address

Return address
  • Return address is where the store owner receives returned product from customers and the address set in [My store>Shipping>Shipping/Returns] will be displayed as default.
  • If the return address is different from the store owner’s address, you can add a different address instead. e.g. When the product must be returned to the supplier.

Reject return request

Display reason in [Storefront>My Orders]
  • Decide whether to display the reason for rejection in the customer's order details under [My orders] on your storefront.

Refund methods

Shipping fee
  • You can select shipping fee options for cancellations or returns according to your shipping policy.
  • Refund the shipping fee for original order by adding it to the refund amount or do not refund the original shipping fee. You can also charge customers for the return shipping fee by deducting it from the refund amount.
  • When you are deducting the return shipping fee from the refund amount, the maximum amount is the sum of [Estimated refund amount] and [Original shipping fee].
  • When you are adding the return shipping fee to the refund amount, the maximum amount is the difference between [Total amount paid] and [Estimated refund amount] for payment methods that partial refund is allowed. There is no limit for bank deposit and the return shipping fee added to the refund amount will automatically be deposited.
Cancel customer level-based points
  • The estimated customer level-based points to be canceled will be calculated and displayed based on the product subtotal. You can change the amount to be canceled.
  • Click [Reward conditions and amount] to check rewarded points for each item. Only customer level-based points are displayed.
Cash/Credit card payment
  • The amount is automatically displayed based on the option selected in [Refund methods] by admin and it can be manually edited up to the total amount paid.
Return Return order
  • This pop-up allows you to accept and process return requests from customers.
Refund used points
  • Refund points used by customers to purchase the product during checkout.
  • The default amount is automatically displayed by the system and you can change the amount up to the amount of points used during the checkout.
Refund used credits
  • Refund credits used by customers to purchase the product during checkout.
  • The default amount is automatically displayed by the system and you can change the amount up to the amount of credits used during the checkout.
Total refunded
  • Total amount to be refunded is equal to the total amount paid.
Shipping fee
  • Shipping fee is calculated by the following formula. [Original shipping fee] - [Return shipping fee] + [Refund of return shipping fee]

Details on refunds

Refund methods
  • The options for [Refund methods] may change depending on the payment method used during the checkout. Fields for entering refund details will be displayed based on the selected refund method.
Types of bank accounts for refunds
  • Cancellation - Bank details added in cancellation request
  • Exchange - Bank details added in exchange request
  • Return - Bank details added in return request

Order item

Cancel coupon-based points
  • The estimated coupon-based points to be canceled will be calculated and displayed based on the product subtotal. You can change the amount to be canceled.
  • Click [Reward conditions and amount] to check rewarded points for each item.
Cancel product discounts Cancel extra discounts per item
  • Additional discounts per item will be displayed for you to cancel and you can change the amount up to the displayed maximum amount.
  • Entered amount will be added to [Total cancel] (or [Total refunded] for paid orders).
Cancel all additional discounts per product
  • Click [Discount details] to check the total amount of additional discounts per item.
Cancel customer level-based discount
  • The estimated customer level-based discounts to be canceled will be calculated and displayed based on the product subtotal. You can change the amount to be canceled.
  • Click [Discount conditions and amount] to check discount amount for each item.
Cancel coupon discount
  • The estimated coupon discounts to be canceled will be calculated and displayed based on the product subtotal. You can change the amount to be canceled.
  • Click [Discount conditions and amount] to check discount amount for each item.
Order item Accept return request
  • Check an order item for which you want to accept a return request and click [Accept return request]. The [Accept return request] field will then be displayed below.
  • Fill in all required fields and click [OK] to accept the return request. Its status will change to [In progress].
      1. Note that the order status will change to [Returned] after the returned product is picked up, and the required refund is made.
Reject return request
  • The [Reject return request] button will be displayed only for return requests directly made by the customer in the online store.
  • Check an order item for which you want to reject an return request and click [Reject return request]. The [Reject return request] field will then be displayed below.
  • Fill in all required fields and click [OK]. [Order status] will then be restored to the condition before the return request. You can check the result in the [Rejected/Undone] tab in [Orders>Cancellations/Exchanges/Returns/Refunds> Returns].
Hold off
  • The [Return on hold] button will be displayed only for return requests directly made by the customer in the online store.
  • Check an order item for which you want to put on hold an return request and click [Return on hold]. The [Return on hold] field will then be displayed below.
  • Fill in all required fields and click [OK]. [Order status] will then change to [On hold]. You can check the result in the [Postponed/On hold] tab in [Orders>Cancellations/Exchanges/Returns/Refunds>Returns]. You can process these orders marked as [On hold], when necessary.
Gifts
  • Check the list of gifts you can cancel, exchange, or return.

Gifts

Payment details

Payment details
  • Final (or initial) payment details displayed also in the order details. Refer to this information when calculating refund amount during cancellations, returns, or exchanges.
Total amount paid
  • [Total amount paid] is the amount actually paid by customers with bank deposit, credit card payment, etc. other than by discount and other means of payment. You need to check [Total amount paid] when accepting a return request because It is the amount to be refunded.
      1. Discount - Product discount, Partnership discount, Customer level-based discount, Coupon discount, and/or Shipping fee discount
      1. Alternative payment methods - Points and/or Credits
  • The amount of coupons restored during the return process is not included in [Total amount paid].

Accept return request

Reason
  • You must select a reason from the drop down menu that includes [Change of mind], [Shipping delay], [Shipping error], and others.