Manual Returns

Manual Returns

Manual Returns

Overview:

In this guide, we will explain how to manage your returns manually within your Expandly account. 

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. 
  • If working with eBay, by creating a return via Expandly, this will trigger an update to eBay which in turn, will trigger the refund process. 
  • Orders must be marked as shipped on Expandly to allow you to mark as returned. If the order has not been updated to a Shipped status, the Mark as Returned option will not be available to view. 
  • The return option works on a per product basis - You will be required to specify the return option per product, if the order has multiple order lines.  

Creating manual returns

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


2. On the Manage Sales Orders page, find and select the order that has been returned, using either the search function or filters (top left)

3. Click Actions (right side) and then Mark as Returned:


 4. On the Edit Return page, complete the return by completing the following information:

  • Return Date - this date field will be auto populated with the date that your initiate the return however this can be changed, should the date of the return differ

  • 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.

5. Once all return information has been completed, click   (top right)

6. Once saved, the return will be available to view on both your Manage Sales Orders and Manage Returns pages on Expandly. Any returned orders will be highlighted with the Returned icon, on the Sales Orders page. 

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 Edit:


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 Mark not Returned :


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 Send Credit Note to Xero:


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


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