Manage returns, refunds and exchanges

Resolve a return from the original sale#

Open Returns in the correct corporate workspace, find a fulfilled original Ecommerce order and review the exact physical lines. Request only the whole original units involved and explain the basis. An owner or administrator reviews the quantities and declares the remedy before physical receipt, inspection, stock disposition and any separate financial work.

Receipt, usable or damaged inspection, original-cost restocking, credit, an actual outside refund and an existing replacement order are different facts. Completing one does not silently complete the others. Follow the next action on the case and review operational closure only when every declared requirement is resolved.

For example, an original order contains three chairs. Two arrive back, one usable and one damaged. Record two actually received, inspect one usable and one damaged, then review each disposition. Credit only the deliberately selected original units. Record money refunded only after it has actually been returned outside Emnaro; a replacement, when required, is a separately mapped existing Sales Order.

Install and configure the original workflow first#

Returns is a corporate app requiring Ecommerce, Invoicing and Inventory to be explicitly installed, configured and currently entitled. Required apps are not installed or charged silently. Existing package app allowances and any separately priced module licence still apply.

Original fulfilled physical Ecommerce goods are supported, including physical customer-pickup goods. Digital-only orders, original POS transactions and original Sales Orders are outside this release. Shipping is not a prerequisite. Legacy Ecommerce goods can be reviewed, but a missing original Inventory cost cannot be invented.

The optional replacement workflow additionally requires explicitly configured and entitled Sales Orders, enabled in Returns setup. Accounting remains a separate existing source bridge: an accounting result may need review rather than being represented as a posted journal.

Review policy choices for new cases#

An owner or administrator chooses the operational writing scope, IANA timezone for reported occurrences, advisory change-of-mind window, physical receipt requirement, optional replacement workflow and optional customer status disclosure. Setup changes apply to new cases; retained cases keep their reviewed policy and timezone.

In Returns → Setup, select Use suggested timezone for a launch-market reference or choose the timezone where your team records return intake and inspections. Open Review consumer guidance and consider the original seller, sales channel, customer and goods before confirming the policy review. The intake timezone leaves the original seller, invoice country and refund rules intact.

The advisory window is a merchant reference for review. It never automatically rejects defects, incorrect goods or a statutory remedy. A zero-day advisory setting does not establish that consumer rights expire immediately. Review the actual country, sale channel, product and reason.

Requiring physical receipt before credit restricts creditable units to actual received units plus a deliberately approved owner waiver. Disabling that requirement does not create a receipt or stock movement. A receipt waiver belongs to the exact owner decision, with a reason and acknowledgement.

Give staff deliberate operational access#

Current owners and administrators manage setup and explicit grants. Named operators may request, receive and add inspection work within the Team writing scope. Managers scope restricts writes to owners and administrators. Named viewers read operational records. Workspace viewers cannot become operational writers.

Operational staff see the original customer display identity, physical line identities, whole quantities and relevant operational history. They do not receive invoice prices, Inventory costs, credit or refund totals, private financial versions, financial options or financial-history counts.

Owners and administrators alone approve remedies, correct untouched records, decide disposition, release unused approval, close cases and perform separately authorized financial or replacement decisions. Current membership, app entitlement, subscription write allowance, source authority, demo expiry and selected workspace are checked on every action, including an exact retry. Removing staff removes their grant, so rejoining does not revive access.

Review exact fulfilled original quantities#

Use original order number or customer name to search the paginated source list. Search treats punctuation literally. Only fulfilled physical source scope is counted and shown. Open the review to compare original units, quantities already claimed across cases, remaining units and the original stock location.

A saved request claims its selected remaining original quantities. Concurrent requests cannot both consume the same units. Reducing or releasing untouched approval frees only the unused portion; actual physical, stock, credit, refund or committed replacement facts cannot be reused.

Retained original item identities control the workflow. Current product names, tax settings, warehouse averages, customer names or email addresses do not rewrite the original sale. Warehouse names and codes are shown for readability while the original source identity remains retained.

Declare the exact remedy before resolving it#

The owner reviews every requested original line, approves a whole quantity no greater than requested, or rejects an untouched request with a reason. Any physical receipt waiver is separately quantified, reasoned and acknowledged.

Inspection only declares no required credit or cash refund. Credit without a cash refund requires an exact source credit. Credit and actual outside refund requires both the credit and separately evidenced return of money. An explicit replacement remedy can additionally declare whether credit and an outside refund are required; a refund requirement always needs a credited liability.

A requested resolution is a proposal for review. The owner decision establishes the actual obligations. A rejection reason must address the facts and applicable rights; an advisory policy window alone does not establish a lawful rejection.

Record actual receipts as cumulative totals#

Enter the cumulative total physically received for the exact original line, not just the newest delivery quantity. If one unit was previously recorded and a second arrives, enter two. A normal new receipt adds only the positive difference, bounded by approved quantities less any explicit waiver.

Optional references and operational notes explain the actual receipt. Choose server time or resolve a specific occurrence in the case's frozen timezone. Receipt is an observation and does not restock, credit or refund anything.

An owner can lower only an untouched receipt total through the explicit correction action. Already inspected, disposed, credited or otherwise consumed quantities remain protected. Correct the original factual mistake with a reason rather than recording a fictional negative receipt.

Classify received goods without moving stock#

Enter cumulative usable and damaged totals. Their combined quantity cannot exceed actual receipt. Operators add inspection facts; owners use the explicit correction workflow to reduce or reclassify only untouched quantities.

A usable classification does not make goods available for sale. It still needs an owner disposition. A damaged classification does not automatically destroy stock, issue a credit or establish fault.

Keep financial evidence and sensitive payment data out of operational notes. Existing disposition facts cannot be overwritten by changing an inspection; preserve the prior record and use the permitted correction or review path.

Use the original location and cost deliberately#

Restock original applies only to eligible usable units with a reconciled original Inventory item, warehouse and consumed cost. The system allocates the retained original cost cumulatively; it does not use today's average cost, a typed replacement cost or a guessed warehouse.

No restock records a deliberate reason without inventing a stock receipt. Manual stock review preserves an unresolved exception when an original Inventory source or cost is unavailable, including applicable legacy goods. It must be resolved before operational closure.

Receipt, inspection and stock disposition remain separate. A restock does not issue a credit or return money. Damaged or unavailable original-source goods must not be represented as normal usable Inventory receipts.

Credit exact original goods and tax allocations#

Open Private financial resolution as an authorized owner or administrator. Review the original currency, exact physical line availability, original source mapping and current financial exceptions. Select whole original units; the credit derives its original net, tax, discount and total allocation.

Current product tax rates and generic typed credit amounts do not replace the original invoice mapping. Existing unmatched original credits need deliberate review. Adopting an existing credit is permitted only when its complete derived source allocation matches the reviewed selection; it is not an inferred match.

An original zero-valued unit can consume its approved quantity through an explicit no-money credit record. This is not a fabricated positive credit. A credit reduces the receivable and may create a refundable liability, but it does not independently send money to a customer.

Review original delivery charges separately#

Any original Delivery charge has its own remaining original-currency budget. A delivery adjustment is separate from physical goods quantity and price, requires a reason and deliberate acceptance, and is bounded by the uncredited original charge.

Do not increase a goods price or quantity to imitate postage, waive a fee silently or create a negative shipping label. Local consumer rules and the agreed remedy determine whether delivery costs need adjustment.

A delivery credit changes the original invoice record. It does not purchase a return label, arrange collection or prove that an external carrier has refunded postage.

Record actual outside money returned#

First resolve the exact case credit. The refund review separately compares remaining credited case liability, current invoice excess and effective capacity of original settled positive receipts. A refund cannot exceed any applicable bound.

Record a positive actual amount, actual method, reference, money account, occurrence date and explicit allocation to original unreversed receipts. Use evidence from the money movement actually performed outside Emnaro. This action records that fact; it does not call a payment provider, initiate a refund or certify provider acceptance.

A prior original payment cannot be fully reversed once an allocated refund exists. Original collection, credit, receivable reduction and refund remain distinct. Each credit and refund shows its actual accounting source status: not enabled, pending, posted, ignored under the selected basis, or needs review. Local monetary completion never implies a journal was posted. Accounting posts only supported source-derived facts; an unsupported or unreconciled source remains needs review rather than receiving an invented reversal.

Map identity explicitly before linking a replacement#

Enable the optional Sales Orders feature only after its prerequisite is ready. An owner deliberately maps the retained original order to an exact current canonical customer contact, reviews the selected identity and gives a reason. Names and email addresses never establish an automatic identity match, and the original guest identity is not rewritten.

Link only an existing canonical Sales Order in the exact mapped customer and original currency. Select whole physical Sales Order lines, bounded by approved exchange units. Each entire line can have only one active claim. A deliberately selected different product is possible; it is not inferred from SKU similarity.

New links require an untouched confirmed physical Sales Order line without prior reservation, allocation, dispatch, invoice or closure commitment; they do not retrospectively adopt committed work. The link then reads actual canonical reservation, allocation, dispatch, invoice and payment progress. It creates no replacement stock, invoice, payment or netting automatically. Unlinking is permitted only while untouched; committed source work and the old reason remain retained.

Close the reviewed remedy without overstating money#

An owner opens the closure review after physical work and declared remedy tasks. Actual receipt or explicit waiver, inspection, disposition, any required credit, outside refund and replacement must be complete. A manual stock or unresolved source exception blocks closure.

The exact current version and review hash bind the decision. If facts change, keep your reason, compare the current record and deliberately review again. A stale checkbox does not approve changed facts.

Closed is an operational case state. It does not mean a payment provider independently confirmed a refund. Authorized owners can still read the separate retained evidence of credits, documented receivable reduction, recorded outside refunds and actual accounting outcomes.

Keep retained facts when access or plans change#

An untouched requested case can be withdrawn with a reason. Owners can release only unused approval; received, inspected, disposed, credited, refunded or replacement-committed facts cannot be erased or made available for a second claim.

When the app is disabled or authoring entitlement changes, the separate current-owner recovery view permits only its deliberately limited unused-authorization actions. It does not bypass source permissions or create new stock, credit, refund or replacement work.

For validation or stale-source errors, entered drafts remain on their exact form. Compare current saved facts in a new tab, then explicitly adopt the reviewed version or refresh the source. Identical uncertain retries retain their command identifier; changing the payload or source version creates a different command. Never repeatedly create a money operation to resolve an unknown outcome.

Distinguish occurrence time from server recording#

Each case freezes its confirmed IANA timezone. Reported physical occurrences retain the exact local wall time, offset, UTC instant and separate server-record time. Resolve entered local time before saving. A daylight-saving gap has no candidate; a repeated clock hour requires an explicit offered offset.

A reported occurrence cannot invent a future observation or backdate a stock/accounting commit. An actual outside refund may have occurred before its later data entry, while still following the original receipt of the allocated money. Applicable source chronology and period checks remain enforced.

History shows the original reported interpretation and UTC instant. A later timezone preference or timezone database update does not silently rewrite the retained original clock facts.

Read and export the correct audience#

Operational history records the actor, original quantities, decision reason, occurrence facts and server recording. Private financial history and its counts are available only through the separate authorized financial view.

In Returns, open the case and select Print operational record. In the preview, choose Document design, then select Print or save PDF. Classic is the default and 15 alternate layouts are available. Each preserves the same case, resolution, goods, quantities and recorded time zone.

Operational print and matching-filter CSV contain the permitted physical case record, not private amounts, cost, tax identifiers or payment details. Lists and history paginate, and exports are bounded. Reduce the filter when an export exceeds the supported size.

Retained corrections and withdrawn or closed cases remain attributable. Removing a staff grant does not remove the original actor name from history. Download and retain permitted records according to the business's actual obligations; export access is not a universal retention certification.

Choose customer disclosure separately#

When enabled and currently permitted, a customer can see the safe return status through the existing exact private Ecommerce order capability and authorized host. There is no new public raw-ID return lookup or public customer request form in this release.

Customer projection omits warehouse notes, cost, staff identities, global case sequences, private financial versions and unrelated case data. This release shares status only; it has no separate public-note authoring action. Internal notes and decision reasons remain private. Turning customer status off or losing current app eligibility closes that optional projection without erasing retained business records.

Operational access remains separate from financial authority. An owner deciding staff permissions should consider customer privacy, need-to-know access, local retention and whether a shared workstation or export exposes personal data.

Review the actual consumer and accounting rules#

Country, interface language and settlement currency are different facts. A country selector or successful local validation does not establish that a policy, tax correction or refund is legally compliant. Review the actual seller, customer, sale channel, goods, reason and jurisdiction.

Australian consumer guarantees, UK distance-sale cancellation rights, EU withdrawal exceptions and Saudi consumer protections have different conditions. A merchant change-of-mind rule does not replace mandatory rights. Seek the applicable authority or professional review when the facts require it.

Returns preserves original source allocations and attributable decisions, but this release does not submit authority e-invoices, certify ZATCA acceptance, automate every statutory remedy or verify external provider refunds. Existing country-specific invoice correction and readiness limits still apply.

Official references: ACCC: repair, replace, refund or cancel ↗ · UK: accepting returns and giving refunds ↗ · EU: consumer guarantees and withdrawal questions ↗ · Saudi Ministry of Commerce: consumer guide ↗

Understand the supported release boundaries#

This release supports fulfilled physical original Ecommerce sales and whole original units. It does not provide original POS or Sales Orders returns, digital returns, warranty repairs, supplier returns, automatic restocking fees, provider refunds, return-label purchases or automatic replacement-order creation.

Lists, history and permitted selectors paginate 25 rows; independently selected identities remain scoped. Cases are bounded to 50 original physical lines, receipt allocation and replacement selections to their supported bounds, and eager operational exports to 500 records.

Use the original source, explicit review and a separate named workflow when a case falls outside this scope. Do not record an invented receipt, usable classification, monetary credit or successful external action to make a case appear complete.