This guide explains how to process a Return or Exchange request in QuickReturns, from the time the request is created until it is completed and closed.
1. Request Tab
When a customer creates a Return or Exchange request, the request is automatically added to the Requests tab under New.
The New tab contains requests that are waiting to be reviewed and processed.
From here, you can:
- Review the request details
- Check the items requested for return or exchange
- Review the customer's return reason and supporting information
- Accept or reject the request
- Proceed with the next steps in the return or exchange workflow
Open a Request
Click on the Request ID or View button to open the request.
Once the request is open, review:
- Customer information
- Order details
- Items requested for return or exchange
- Return reason
- Supporting information provided by the customer
- Other relevant request details
Once you have reviewed the request, you can choose to Accept or Reject it.
2. Accept a Request
If the request meets your return or exchange policy, you can accept it.
Step 1: Click the Accept button
A pop-up will appear with the information required to arrange the reverse pickup.
Step 2: Select the Warehouse
Select the warehouse where you want the returned product to be received.
If multiple warehouses are available, select the desired warehouse.
Step 3: Select the Logistics Partner
Select the logistics partner you want to use to arrange the reverse pickup.
Step 4: Select the Package
Select the appropriate package size for the return shipment.
Step 5: Accept the Request
Once all the required details have been selected, click Accept.
QuickReturns will automatically generate a Reverse AWB using the selected logistics partner.
The request will then move from the New tab to the Accepted tab.
Track the Reverse Shipment: You can track the Reverse AWB directly from the request in QuickReturns.
The shipment status will be updated as the reverse pickup progresses.
3. Reject a Request
If the request does not meet your return or exchange policy, you can reject it.
Step 1: Click the Reject button. A pop-up will appear.
Step 2: Enter the Rejection Reason for rejecting the request
The reason is optional. If you provide a reason, it will also be shared with the customer via email.
Step 3: Refund Upfront Payment
If the customer has paid an additional amount upfront, select Refund Upfront Payment to automatically refund that amount.
Step 4: Reject the Request. Complete the rejection process.
The request will move from the New tab to the Rejected tab.
4. Receive the Returned Product
Once the reverse shipment has been delivered and you have received the parcel at your warehouse, you can mark the request as Received.
Step 1: Mark the request as Received once the returned parcel has reached your warehouse.
Step 2: Click the Verify button. A pop-up will appear with an option to update the inventory. Select the Update Inventory checkbox if you want to add the returned product back to inventory. Leave the checkbox unchecked if you do not want to update the inventory.
Where will the inventory be updated?
If an OMS is integrated:
The inventory will be updated in the configured OMS.
If an OMS is not integrated:
The inventory will be updated directly in Shopify.
Step 3: Complete Verification: Click Verify.
The request will then move to the appropriate tab based on its current processing stage.
5. Processing a Return Request
If the request is a Return, once the returned product has been received and verified, you can process the customer's refund.
Click the Refund button. A pop-up will appear where you can select the desired refund mode.
Available Refund Modes
A. Store Credit: Store Credit allows you to refund the customer without sending the amount back to their original payment method.
1. Gift Card: Selecting Gift Card will issue a gift card for the refund amount. The gift card details will be sent to the customer via email.
2. Shopify Store Credit: Selecting Store Credit will issue the refund amount as Shopify Store Credit. The amount is added to the customer's Shopify wallet and can be used for future purchases.
B. Back to Source: Back to Source sends the refund back to the original payment source used by the customer.
This option is applicable to prepaid orders, where the payment was made through an online payment method.
The refund is processed back to the customer's original payment source.
C. Bank Transfer: Bank Transfer is commonly used for COD orders where the customer wants the refund to be transferred to their bank account.
If the customer selected Bank Transfer as their refund method and provided their bank details, the customer's payout details will be pre-filled.
Select the required Payout Details:
- Manual
- Available payout gateway
Using a Payout Gateway
Select the configured payout gateway and click Refund.
The refund amount will be sent to the customer's bank account through the configured payout account/gateway.
Using Manual Refund
If you select Manual, QuickReturns will not automatically transfer the money.
You will need to process the refund manually to the customer's bank account.
D. UPI: UPI is also commonly used for COD refunds.
If the customer selected UPI as their refund method and provided their details, the customer's UPI details will be pre-filled.
Select the required Payout Details:
- Manual
- Available payout gateway
Using a Payout Gateway
Select the configured payout gateway and click Refund.
The refund amount will be sent to the customer's UPI account through the configured payout account/gateway.
Using Manual Refund
If you select Manual, QuickReturns will not automatically transfer the money.
You will need to process the refund manually to the customer's UPI account.
6. Complete a Return Request
Once you have processed the refund:
- Verify that the refund has been processed successfully.
- Click Close.
- The request will be closed.
The return request is now complete.
Return Workflow
New → Accept → Reverse Pickup → Received → Verify → Refund → Close