Expandly: Help & Support

Overview:

In this guide, we will explain how to set up Expandly to automate your returns process.

Before you start:

• When it comes to returns, the refund aspect will still need to be handled on the respective sales channel(s) - Expandly do not get involved in the transactional/payment side of things. 
• Some sales channels do not allow auto returns imports through their API's - Please see details below:

Allow both returns and cancelled orders to auto-import.

Allow cancelled orders to auto-import. Do not allow returns to auto-import.

Do not allow returns and/or cancellations to auto-import.

Allow returns to auto-import. Do not allow cancellations to auto-import.

Allow both returns and cancelled orders to auto-import.

Webcarts such as WooCommerce, Magento, BigCommerce, Opencart and many more, may allow returns and cancelled orders to auto-import however it will be dependant channel-by-channel. Please contact us to discuss, should you need more details regarding a specific channel. 

Setting up return imports

1. Click Settings (left menu) and then click Returns:

2. On the Manage Returns Settings page, you will be able to view a list of the sales channels and accounts connected up to Expandly. 

3. To enable to auto-import of returns, switch the Import Returns toggle from off to on

4. Select the date-range you wish to import daily - This will allow us to fetch return data for upto a maximum of 365 days, on a daily basis, to ensure that all returns are captured within your Expandly account:

5. Click (top right).

6. Once auto-returns have been enabled on Expandly, if any returns are received, these will be available to view automatically on your Manage Returns page. The order will also be marked with the Returned icon on your Manage Sales Orders page. 

Updating automated returns

1. Go to Sales Orders (left menu) and then Manage Returns:

2. On your Manage Returns page, you will be able to view any orders that have imported as returned.

3. Find the return you wish to update by searching for the Order or Returns Number, or by using the filters:

4. When the returns are received automatically from the sales channel, the channel does not tell us what line has been returned, or the value. This means for automatically imported returns, each order/return line will pull into Expandly and will be shown on the return, based on the original order:-

• If the value of the return is the same as the order, this indicates that the whole order has been returned.
• If the return value is less than the original order value, this indicates a partial return. 
• To avoid confusion and for incorrect return values to be associated with a return, Expandly will create a dummy line on the return. The value returned will then sit on the dummy line, where you can allocate values to specific lines or remove the line if needed.

5. On the Edit Return page, you can complete the following information:

• Return Option - within the Order Detail section,  specify the Return Option from the drop-down:

By selecting Return to stock, this will automatically update your stock levels accordingly across Expandly and your sales channel listings.

Please note:

1. Once a Return Option has been applied, this cannot be changed. 
2. You will be required to specify a return option at product level. If more than 1x order line exists on the return, you will therefore be required to add return options at each product/order line. 

• Return Reason - within the Order Summary section, specify the Return Reason from the drop-down:

• Return Notes - if there are any notes you wish to associate with the return, these can be added to the Return note section:

• It is also at this point that you can make any other changes that are required to the return, such as adding or removing order lines, and amending return prices or quantities.

6. Once complete, click  

 Editing returns

1. Go to Sales Orders (left menu) and then Manage Returns:

2. Find the return you wish to edit by searching for the Order or Returns Number, or by using the filters:

3. Click Actions (far right) and from the drop down, select

4. On the Edit Return page, make the required changes and once complete, click

Marking orders as not returned

1. Go to Sales Orders (left menu) and then Manage Sales Orders:

2. Find the order you wish to mark as not returned by searching for the order number, or using the available filters:

3. Click Actions (far right) and from the drop down, select :

3. Once status has been updated, a message will appear (in the bottom right hand corner) to make you aware and the Returned icon will no longer be associated with the order on your Manage Sales Orders page. 

Sending returns to Xero

Before you attempt to send returns to Xero, you will need to have an active Xero connection on Expandly, and need to have mapped returns prior to sending these across - please see our Xero Support Guides for more information on how to set this up:

Xero – Expandly: Help & Support

1. Go to Sales Orders (left menu) and then Manage Returns:

2. Find the return you wish to Send to Xero by searching for the Order or Returns Number, or by using the filters:

3. Click Actions (far right) and from the drop down, select

4. If you wish to send returns to Xero in bulk instead, select all returns you wish to send and then click (top right).

5. Returns will be placed in a queue and Credit Notes will be available to view in Xero within 10-15 minutes. 

Need more help? 

If you need a little extra help, no problem. Contact us, and we'll talk you through the steps. 

Multi-Channel eCommerce Software | Expandly