How to process a returnUpdated 6 months ago

Firstly, on the ticket in Gorgias, request that the customer send over photos/videos of the product and original shipping packaging to further assess the damage.

Tag @Jimmy Fisher or @Daniel Petley to assess.

Once this information has been assessed, they will give a go-ahead on whether to proceed with the exchange/refund or not.

Please use the tag 'Jimmy Review' or 'Daniel Review' so that they can provide feedback accordingly. (In some cases the supplier will need to send out a new product but we mostly take care of this).

There are two ways to do this. 

882003439642From your Shopify admin, go to Orders.

Search for the order, for example: (ASR12345) and click the order that you want to return.

In Shopify:

Second Option:

In Gorgias:

Click Return:

In the Select Return items section, enter the number of items that you want to return, and then select a return reason.

Optional: To edit a restocking fee or a return shipping fee, complete the following steps:

• In the Summary section, click Restocking fee or Return Shipping.
• Enter a new restocking fee or return shipping.
• Click Save.
• Optional: You can also edit the restocking fee on an individual return item by clicking on the fee below the item.

Optional: To add exchange items to a return, complete the following steps:

In the Exchange items section, click Add products (refer to screenshot in the previous step)

Select the exchange items, and then click Done.

• Optional: To apply a product discount to exchange items, complete the following steps:
• Click Apply Discount next to the exchange item's price.
• Enter a discount type, discount value, and a reason for the discount.
• Click Apply.

In the Return shipping options section, select one of the following options: (refer to screenshot in the previous step)

• Select Create a Return Label in Shopify to create a return shipping label for your customer. This option is available only if your primary location and customer shipping address are both in the United States.
• Select Upload a return label to upload an existing return shipping label for your customer. You can upload a PDF or JPEG file for your return label or add a return label URL. You can also enter a Tracking number and Shipping carrier.
• Select No shipping required to create a return without any return shipping information.

Click Create Return. (refer to the screenshot in the previous step)

Send the Customer the return label:

NOTE:

When exchanging a product, ALWAYS take note of the affiliate. If you adjust the order, GOAFF Pro needs to recalculate the commission as shown in the screenshot below: