How To

Buyer Initiated Returns

A buyer initiated return (sometimes called a Return Merchandise Authorization or RMA request) is the process by which a buyer issues a return request through the marketplace which is then accepted or rejected by the seller. Not all marketplaces provide an automated means for processing buyer initiated returns, ChannelAdvisor supports the buyer initiated returns process on the marketplaces listed below.

Marketplace Supports Buyer Initiated Returns Returns Auto-Approved
eBay YesYes*
Jet YesYes

*Depending on your return policies and settings with the marketplace

 

The Buyer Initiated Returns Workflow

When a buyer initiates a return through the marketplace, the following steps take place:

  1. The buyer initiates the return request through the marketplace.
  2. The return request will appear on the Sales > Orders/Transactions > Refunds page with a status of New Return.
  3. The seller Approves or Rejects the refund request. Note: For some marketplaces, we or the marketplace will automatically approve refund requests depending on settings or policies in your account.
  4. When the item actually arrives in the warehouse, the seller processes the refund for the Ready For Return orders or rejects the refund.

 

Viewing Pending returns

When a buyer requests a return through the marketplace, the return requests will appear at Sales > Orders/Transactions > Refunds.
Note: This view is only available through the new All Sales page.

Details will also appear in the order's details by editing the order from the Sales > Orders/Transactions > Orders page in ChannelAdvisor.

On the Refunds overview page are two system filters that will allow for more visibility into returns:

  1. All Pending Returns
  2. Returns Needing Attention – This filter will be the most used filter by sellers, as these returns need action from the seller.

 

Accepting Returns

When completing a return request, some marketplaces ask the seller to specify if they will accept the return.

To accept a return request:

  1. Go to Sales > Orders/Transactions > Refunds.
  2. Select the order(s) you wish to accept/reject a refund for.
  3. Select Approve or Reject.
  4. Look for the Adjustment Reason drop-down, and select the refund reason.
  5. Click the Process Returns button.

 

Processing Refunds

  1. Select the order you wish to accept/reject a refund for.
  2. Click the Process Buyer-Initiated Returns button at the top of the page.

  3. Once you click this button, you will be sent to the Process Buyer-Initiated Returns page.

  4. From this page, you can approve or reject returns.
  5. You are also able to add an RMA Number if applicable, and edit the refund amount if desired.
  6. You can also select Restock to automatically restock quantity for this order if desired.
  7. When complete select the Process Returns button on the upper right-hand side.
  8. Now your return will process, and a refund will be submitted if approved.

 

Processing Refunds – Bulk Process

To process a return after the item has been returned:

  1. Select the orders you want to process from Sales > Orders/Transactions > Refunds.
  2. Click the Process Returns button in the header section above the grid.

  3. Once you click this button, you will be sent to the Process Buyer-Initiated Returns page.

  4. From this page, you can approve or reject returns.
  5. You are also able to add an RMA Number if applicable, and edit the refund amount if desired.
  6. You can also select Restock to automatically restock quantity for each order if desired.
  7. When complete select the Process Returns button on the upper right-hand side.
  8. Now your return will process, and a refund will be submitted if approved.

A buyer initiated return (sometimes called a Return Merchandise Authorization or RMA request) is the process by which a buyer issues a return request through the marketplace which is then accepted or rejected by the seller. Not all marketplaces provide an automated means for processing buyer initiated returns, ChannelAdvisor supports the buyer initiated returns process on the marketplaces listed below.

Marketplace Supports Buyer Initiated Returns Returns Auto-Approved
eBay YesYes*
Jet YesYes

*Depending on your return policies and settings with the marketplace

 

The Buyer Initiated Returns Workflow

When a buyer initiates a return through the marketplace, the following steps take place:

  1. The buyer initiates the return request through the marketplace.
  2. The return request will appear on the Sales > Orders/Transactions > Refunds page with a status of New Return.
  3. The seller Approves or Rejects the refund request. Note: For some marketplaces, we or the marketplace will automatically approve refund requests depending on settings or policies in your account.
  4. When the item actually arrives in the warehouse, the seller processes the refund for the Ready For Return orders or rejects the refund.

 

Viewing Pending returns

When a buyer requests a return through the marketplace, the return requests will appear at Sales > Orders/Transactions > Refunds.
Note: This view is only available through the new All Sales page.

Details will also appear in the order's details by editing the order from the Sales > Orders/Transactions > Orders page in ChannelAdvisor.

On the Refunds overview page are two system filters that will allow for more visibility into returns:

  1. All Pending Returns
  2. Returns Needing Attention – This filter will be the most used filter by sellers, as these returns need action from the seller.

 

Accepting Returns

When completing a return request, some marketplaces ask the seller to specify if they will accept the return.

To accept a return request:

  1. Go to Sales > Orders/Transactions > Refunds.
  2. Select the order(s) you wish to accept/reject a refund for.
  3. Select Approve or Reject.
  4. Look for the Adjustment Reason drop-down, and select the refund reason.
  5. Click the Process Returns button.

 

Processing Refunds

  1. Select the order you wish to accept/reject a refund for.
  2. Click the Process Buyer-Initiated Returns button at the top of the page.

  3. Once you click this button, you will be sent to the Process Buyer-Initiated Returns page.

  4. From this page, you can approve or reject returns.
  5. You are also able to add an RMA Number if applicable, and edit the refund amount if desired.
  6. You can also select Restock to automatically restock quantity for this order if desired.
  7. When complete select the Process Returns button on the upper right-hand side.
  8. Now your return will process, and a refund will be submitted if approved.

 

Processing Refunds – Bulk Process

To process a return after the item has been returned:

  1. Select the orders you want to process from Sales > Orders/Transactions > Refunds.
  2. Click the Process Returns button in the header section above the grid.

  3. Once you click this button, you will be sent to the Process Buyer-Initiated Returns page.

  4. From this page, you can approve or reject returns.
  5. You are also able to add an RMA Number if applicable, and edit the refund amount if desired.
  6. You can also select Restock to automatically restock quantity for each order if desired.
  7. When complete select the Process Returns button on the upper right-hand side.
  8. Now your return will process, and a refund will be submitted if approved.
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Previous Comments


WHAT ABOUT RESTOCKING FEES?!~

WHAT ABOUT RESTOCKING FEES?!~ HOW CAN YOU NOT ALLOW US TO CHARGE FOR RESTOCK FEES? AND IF YOU DO ALLOW---WHY IS IT NOT EXPLAINED HERE? EITHER WAY...BOOOO

Tue, 01/10/2017 - 11:44 - Erica Deift