Returns are unfortunately a part of selling online, or selling in general for that matter, today we’re going to go over how to set up a return and a refund within Saleturf.
Step one make your way over to orders on the lefthand side, and then go down to returns and refunds
here you can now see our return and refund history page, which is great for looking up returns that have happened in the past, but what we want to do is create a new one, so click that plus sign in the upper right hand corner
now this process is pretty straight forward
the order ID will relate back to the order ID for the INITIAL order, this is so you can tie this return to that order easily. Order date, again, for the initial order. Customer is the customers name, and then the contact name for that person/company and their email and telephone number
lastly is the product information section, where you can enter the product that is being returned or refunded.
Here is an example of a completed return
in the top right you can see refund payment, receive items, complete return, and cancel return
refund payment is pretty straight forward, if you have a payment gateway set up through something like paypal pro, you can just do a refund directly through here. PLEASE NOTE, at this time, Reverb orders cannot be done directly through this system and instead MUST be done on Reverbs website in order for everything to register correctly. This is being worked on, and should be implemented in the coming weeks and months.
Recieve items is to pull the item being returned back into your system, either to be put back up on the metaphorical shelf, or be sent back to the supplier as an RMA
for receive items, you have 3 options, the first is Return to inventory. The item was brand new and fine when it shipped out, and came back in the same fashion, still brand new, still packaged just fine, and based on all of your manufacturers specifications, its still a standard product, so it can go back into inventory
next is to create a vender RMA, the item to your understanding was fine before it shipped out, but upon arrival, the customer let you know it was broken. For example, you sold them a set of computer speakers, the box was fine, and you had no reason to test them before shipping them out, and it wasnt until the end user pulled them out of the box and plugged them in that anyone knew they didn’t work, at that point you would contact the vender and get an RMA
lastly is to create an alternate sku, let’s say the customer bought something from you, maybe a guitar. The guitar got to them in one piece but it turned out that in transportation the guitar slid around in its case a bit and now shows a bit of wear on the back. Nothing to contact the manufacturer about, and the guitar is still a fine instrument, but it isnt brand new anymore, and it does have that wear on the back. You can use alternate Skus such as putting -used at the end and listing it again on your website to sell the item again, under a sku that more accurately reflects its condition.
NOW, there is one more option here
you can exchange the item as well, let’s say that customer with the guitar bought it from your brick and mortar location, and just wants a guitar without the wear on the back, no need to refund it, just exchange it for another one off the shelf.
The last two items listed are complete return, and cancel returned
complete return is to be clicked only after everything on the order has been accounted for, after its back in your hands and the customers been refunded, then the return has been completed
cancel return is to be used if a customer calls in, asks for a return, but maybe an hour or two later decides maybe a partial refund or something to that effect would work better, at that point you can go ahead and cancel the return
with that, we have covered the basics of handing refunds and returns in Saleturf