Enable and use the returns module

The Marketplacer platform allows customers and sellers to initiate a return. Watch the training video or follow our step-by-step guide. 

Set up returns for your marketplace

1. From the left side nav, go to Configuration > Refund Reasons.
2. Configure the reasons for a return. These are categorized into two options:
   • Pre Dispatch: These options are available for marketplace operators or sellers to select before shipping an order. For instance, if a store cannot fulfill a specific item, they can use this method to initiate a cancellation.
   • Post Dispatch: These options are available to both the customer and the marketplace operator after the order has been dispatched.

Allow orders to be canceled per seller

1. From the left side nav, go to Sellers (Members) > Manager Sellers.
2. Locate the seller you want to edit, and click the edit icon next to the account name.
3. Under account features, check the Allow order cancellations? box.
   
4. Go to the bottom of the page and click Update Account.

After saving your changes, orders can now be canceled.

Customer-initiated return

Customers can initiate a return post-dispatch by logging into their account, accessing their purchase history, and selecting the Return items option. They are prompted to choose the item, specify the reason for return, and add any additional notes for both the Marketplace and Seller.

Upon completion, customers receive a link to download and print a return label. The label includes the seller's address unless a central return warehouse is used by the marketplace.

Customers also receive an email confirmation about the initiated return, with the note that this notification won't be sent if customer emails are disabled for your vertical.

Seller-initiated return

Sellers can cancel an order before dispatch, typically due to stock depletion or customer-initiated cancellation.

To initiate a refund, sellers need to log into their account, view outstanding orders, and choose the Cancel order option for the specific order they intend to refund. 

Sellers are then prompted to choose the item for return, provide a reason for the return, and add any adjustment notes for the operator's processing. Depending on the return policy, sellers may request either a full or partial refund. 

Operator-initiated return

There are two sections where operators can manage returns: Refund Requests and Start a Refund Request. These can be found under the Orders menu.

In the Refunds Request section, operators can access a view of all sales by clicking the Search button, facilitating the easy initiation of returns on behalf of customers or sellers.

To start a refund request, operators need to choose the Start a refund request option, following a process similar to the one outlined above.

How to process a return 

Think of remittance to reclaim as accounts payable, when the order is created, we add the remittance to accounts payable. After the remittance is released and we do the processing run, we give the retailer the amount in accounts payable (in one chunk via Hyperwallet).

When you do the refund request processing, you reduce accounts payable by the remittance to reclaim the amount. This means it doesn't matter whether this order's remittance has been paid or not because the actual Hyperwallet payment isn't tied to a specific order.

The refund amount that's being refunded by the retailer should be the same as the amount in the remittance to reclaim field.