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How to Set Up and Manage Customer Returns

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How to Process Customer Returns - Desktop View

1. Introduction

This feature streamlines return management, allowing you to easily customize policies and improve communication with customers, ultimately leading to increased loyalty and reduced operational headaches.

Now you can set up returns on your SmartBiz store in a few simple steps.

To set up returns on your store, you need to:

  • a) Activate returns on your store.
  • b) Set up your return window and return fee.

  • c) Design your store policy and add FAQs.

    Introduction 

2. Click "Orders"

Accessing the Orders section allows you to begin managing customer returns efficiently, ensuring a streamlined process.

Click 'Orders' 

3. Click "Manage Returns"

Navigating to Manage Returns is crucial for overseeing return requests, thereby enhancing customer satisfaction and retention.

Click 'Manage Returns' 

4. Click "Enable Returns"

For new users, Click ‘Enable Returns’.

Enabling returns sets the stage for a hassle-free return process, reassuring customers about their purchases.

Click 'Enable Returns' 

5. Click "Settings"

Once you have enabled Returns, you can click on Settings.

Click 'Settings' 

6. Navigate "Return Settings"

For existing users, click on the toggle button ‘Accept Returns on Store’ to enable returns on your website. You can use the toggle button to ‘disable’ returns anytime.

Navigate 'Return Settings' 

7. Enable the toggle to accept Return

  You can enable the toggle to accept Return

Enable the toggle to accept Return 

8. Set the Return Window

Selecting the maximum number of days for returns demonstrates your commitment to customer service and builds trust.

Set the Return Window 

9. Set the Return Fee

Set the return fee if you wish to charge a fee for returning products.

Set the Return Fee 

10."Return Reasons"

Providing specific return reasons helps identify areas for product improvement and drives customer feedback.

Click 'Return Reasons' 

11. Edit return reasons

You can edit these to create custom reasons for your website.

Edit return reasons

You can edit the return window, fee or reasons at any time by clicking on ‘return settings’ in the settings page. Please note that while new settings will be visible to your customers immediately, the return window applicable will be as per the window when the order was place. This means, if return window was 10 days when the order was placed but has been changed to 5 days when a customer is creating the return request, then the customer will see a return eligibility of 10 days for that order.

12. Click "Save Changes"

Saving your changes finalizes your return policy, ensuring consistent communication with your customers.

Click 'Save Changes'Please note that customers can raise only one return request per order and you can view the ‘return requests’ from the returns page.

13. Click "Store Policies"

Once you have defined the return settings, you can review the default return policy and edit/update it as per your requirements.

Click 'Store Policies' 

14. You can edit the store policy

Editing policies provides an opportunity to align your offerings with current customer needs and market trends.

Click 'Edit' 

15. Set returns and exchange policy for your website.

Exploring additional details ensures your policies are transparent and easy to understand for your customers.

Set returns and exchange policy for your website. 

16. Click "Orders"

Revisiting Orders reinforces your engagement with return processes and allows you to manage them effectively.

Click 'Orders' 

17. Click "All Orders"

Viewing all orders gives you the complete picture, enabling effective return management and insights into customer behavior.

Click 'All Orders' 

18. Click "Manage Returns" to view the Return dashboard

Continuing to manage returns helps create a seamless experience for customers, reinforcing their loyalty.

Click 'Manage Returns' to view the Return dashboard 

19. Click "All"

Selecting all returns provides a comprehensive overview of your return status, allowing for effective tracking.

Click 'All' 

20. Click "Pending"

Under ‘pending’, you can see all new requests which are pending your review.

Click 'Pending' 

21. Click "Approved"

The items that you have accepted for return requests for an order will be visible here. You can reach out to the customers and arrange for reverse shipment of these products. Once you receive the products, you can inspect and issue refunds to move the corresponding items to ‘completed’ stage.

Click 'Approved' 

22. Click "Completed"

Here you can see all the items where you have completed processing the return requests.

Click 'Completed' 

23. Click "Rejected"

You can also view items for which you have rejected the return requests along with the reason code for rejection.

Click 'Rejected' 

By utilizing the Customer Returns Setting and Processing feature, you can create a seamless return experience for your customers, enhance trust, and streamline operational efficiency. This not only improves customer satisfaction but also positions your brand as customer-centric in a competitive marketplace.

How to Process Customer Returns - Mobile View

  1. To get started, go to ‘Returns’ in the ‘Profile’ section of the Mobile app.
  2. For new users, Click  ‘Enable Returns on Store’.
  3. For existing users, click on the toggle button  ‘Accept Returns on Store’ to enable returns on your website. You can use the toggle button to ‘disable’ returns anytime.
  4. Once you have enabled returns, you can define the ‘return window’ (number of days upto which your customers can return products) and return fee (if you wish to charge a fee for returning products).
  5. You can then define the reasons that your customers can select while creating a return request. You can edit these to create custom reasons for your website. Click ‘Save’ once you have finished making the changes.
  6. You can edit the return window, fee or reasons at any time by clicking on ‘configure return settings’ in the returns page. Please note that while new settings will be visible to your customers immediately, the return window applicable will be as per the window when the order was place. This means, if return window was 10 days when the order was placed but has been changed to 5 days when a customer is creating the return request, then the customer will see a return eligibility of 10 days for that order.
  7. Once you have defined the return settings, you can review the default return policy and edit/update it as per your requirements.
  8. Subsequently, you can add and/or edit FAQs related to returns for your store. Default FAQs can be modified or deleted as per your choice.
  9. You can preview the store policy by clicking on the ‘store preview’ button on the top right of the mobile screen.
  10. You can edit the return policy and FAQs by clicking on the same from the returns page.
  11. Now you have completed the set up for ‘returns’ on your store and customers will be able to raise return requests from their store once an order is delivered.
  12. Please note that customers can raise only one return request per order and you can view the ‘return requests’ from the returns page.
  13. Your customers can go to ‘My Orders’ on the website and raise return requests from there as the return window by selecting the reasons that you have created for your website.
  14. You will receive a push notification on your mobile when customers raise a new return request.
  15. Once you receive a new return request, you can view the details by clicking on the return request. Now you can see the details of which items have been requested for returns and the reasons selected by the customer.
  16. You can reach out to customers via Whatsapp to contact them by clicking on ‘Message on Whatsapp’ and ask them to share photographs of the products to validate the reason and approve the return requests.
  17. Once you have received adequate proof from customers, you can ‘approve’ or ‘reject’ a request at this stage. If the return request meets with your guidelines then you can accept it or if the customer has violated any policy, you can reject it and share details of why you are rejecting the request.

Note:  You need to accept or reject the request for all items in a request to process it and then click on ‘confirm’. Your customers will receive details of acceptance or rejected via Whatsapp.

  1. You can now arrange for ‘reverse pick up’ of the products using your carrier or ask your customers to ship the product to your store.
  2. Once you receive the products physically, you can inspect them and if the condition is good then issue a refund using Razorpay.
  3. You can then click on ‘return processed’ to complete the return request and so that your customers are notified that you have received the product and issued the refund.
  4. If you have not received the product or the request has been cancelled, you can click on ‘cancel return’ instead of return processed.
  5. Returns Dashboard: To process returns easily, you can click on ‘return requests’ under the returns home page. You will then see the dashboard with requests at different stages: Pending, Approved, Accepted and Rejected and All. You can use these tabs on the top to filter and take specific actions -
    • Pending: Under ‘pending’, you can see all new requests which are pending your review. You can click on each request, view the items that have been requested for return and approve/reject them accordingly.
    • Approved: The items that you have accepted for return requests for an order will be visible here. You can reach out to the customers and arrange for reverse shipment of these products. Once you receive the products, you can inspect and issue refunds to move the corresponding items to ‘completed’ stage.
    • Completed: Here you can see all the items where you have completed processing the return requests.
    • Rejected: You can also view items for which you have rejected the return requests along with the reason code for rejection.

                                           

                                     

FAQs

1. What is the “return window” and how does it work?
The return window is the number of days after delivery during which a customer can request a return.

  • If you change the return window later, orders placed under the earlier setting will still follow the original window. For example, if the window was 10 days when the order was placed and later changed to 5 days, the customer still sees 10 days when requesting a return.

2. Do customers have to accept returns if I enable the feature?
No. Enabling returns allows customers to request returns, but you (the seller) still decide whether to approve or reject a return request when it arrives.

3. Can I disable returns anytime?
Yes. You can toggle Accept Returns on Store off in Return Settings to temporarily stop accepting new return requests. However:

  • This does not cancel existing return requests that have already been raised.

4. How many return requests can a customer raise per order?
Customers can raise only one return request per order through the store interface.

5. What are “return reasons” and can I edit them?
Return reasons are the options customers can choose when starting a return. You can edit these reasons in Return Settings to customize what appears on your store (e.g., “Damaged product”, “Wrong item”).

6. Why is a return not showing as eligible even though it’s within the return window?
This can happen if:

  • The customer’s delivery status is not marked as delivered in the system yet.

  • The customer has already raised a return request for that order.

Only delivered orders where no return request has been raised are eligible.

7. What happens after I approve a return request?
Once approved:

  • The customer is informed that their return request is accepted.

  • You can arrange for reverse pick-up or ask the customer to ship the product back.

  • After receiving and inspecting the product, you can issue a refund and mark the return as completed.

8. Can I reject a return request?
Yes. You can choose to reject a return request if it does not meet your policy conditions (e.g., no valid reason, outside the window). The customer will see the rejection reason you selected in return management.

9. What should I do if the customer doesn’t ship back the product after approval?
In cases where the customer doesn’t send back the product after approval:

  • Remind the customer via available channels (e.g., Whatsapp or phone).

  • You can hold or delay the refund until the product is received and inspected, based on your store policy.

10. Where can I see all return requests and their statuses?
In the Manage Returns dashboard, you can filter and view return requests by:

  • Pending – new requests to review

  • Approved – accepted return requests

  • Completed – returns processed and refunds issued

  • Rejected – denied return requests with reasons.

11. What counts as “return processed”?
A return is marked as return processed after:

  • You receive the returned item

  • You inspect it and find it acceptable

  • You issue the refund (e.g., via Razorpay)

This status notifies the customer that the return is complete.

12. Can customers see the return policy and FAQ on the storefront?
Yes. Once you edit Store Policy and FAQs related to returns, customers can view them from your website, which helps reduce confusion and disputes.

13. What if I updated return settings after an order was placed?
Existing orders will still follow the settings that were active at the time the order was placed. For example:

  • A change in return window or return fee applies only for orders placed after the change.