Create a return

A return is when a customer has received an item and requests to send it back to the merchant. In the Genstore merchant admin, you can create and manage returns. When creating a return, you can send return instructions or return labels to the customer and let them know the expected refund amount. After receiving and inspecting the returned items, you can issue a refund and restock items that meet the return criteria.

TIP

• Returns can only be created for shipped or partially shipped items.
• A return can only be initiated once per item and quantity, regardless of whether the full or partial refund is issued.

Return process

When you create a return in the Genstore merchant admin, the system will automatically calculate the return shipping fee and handling fee based on your return rules. You can also edit these fees for specific returns. The return shipping fee can only be edited per return, while the handling fee can be edited per product or return. Here’s how to do it:

1. Log in to the Genstore merchant admin and click Orders.
2. Click the Order ID of the order you want to return to open the Order details page.
3. Click Return in the top-right corner of the page.
4. In the new Return window, enter the quantity of items to return and select the Return reason.
5. Click the edit icon in the Return processing fee section to enter the amount to be deducted, then click Confirm.
6. Click the edit icon in the Return shipping fee section to enter the amount to be deducted, then click Confirm.
7. Fill in the return shipping details and carrier, or select No shipping required.

Click Create return.

Restock returned items

Once you receive the returned items, check if they meet the conditions for restocking. If they do, you can restock them. Here’s how:

1. Log in to the Genstore merchant dashboard and click Orders.
2. Click the Order ID of the return order to open the Order details page.
3. In the Order details page, click Restock in the return section.
4. In the Restocking location section, choose where the items will be restocked.
5. Complete the restocking process.

Cancel a return

If you’ve created a return by mistake or if the customer changes their return request, you can cancel the return. You can only cancel a return if:

• The return has not been refunded yet.
• The return has not been restocked yet.

Steps:

1. Log in to the Genstore merchant dashboard and click Orders.
2. Click the Order ID of the return to cancel to open the Order details page.
3. In the return section, click More and select Cancel return.