Returns

IN THIS GUIDE

Overview
Signifying a Returned Order in Order Desk
Re-Submitting Orders for Fulfillment
Refunds from Order Desk
Inventory Stock
Order History
FAQ

Overview

Many merchants want to know how, or if, Order Desk can handle returns. Because Order Desk is a uniquely customizable order management app, the easy answer to this is: it really depends on many factors including the integrations being used, the workflow in place and the details on each specific store. Typically, though, yes, there are ways to use Order Desk to make sure returns are handled properly.

This guide will go over what is possible with Order Desk, make handling returns a little less ambiguous for Order Desk users and will provide a few different options that can all work for dealing with returns in Order Desk.

Signifying a Returned Order in Order Desk

If you need a way to mark an order as returned, there are a few options available in Order Desk. Folders, Notes and Tags are typically the most common options used, but given the customizable nature of the app, it's possible to come up with your own unique solutions that can also work.

Folders

One option is to create a folder just for returns:

To create a new folder, in the left sidebar under the Settings menu click on Store Settings:

Click on Folders and then Add Folder:

Notes

In addition to or instead of creating a Returns folder, you can also leave an internal note on the order for reference:

To leave a note, scroll down below the item details in the order:

Notes will always include the name of the store user who wrote the note as well as the date and time it was added.

Tags

Another option is to choose a tag color to represent returned orders. There are four different colors that orders can be tagged with in Order Desk: red, yellow, green and blue. Each tag can mean whatever you would like it to mean. Red often times is used to tag fraud risk orders and green to tag orders that are waiting for action to be taken on them. It's purely up to the store admin to determine what the colors can mean and how to use them.

To tag an order, click on the Tag: Not Set button in the top right corner of the order details page and choose the color:

The order will now show the tag color in the upper right corner:

It will also display the color in the folder views:

Tags can also be set with the Rule Builder when certain events take place on an order, such as being moved into a specific folder:

Re-Submitting Orders for Fulfillment

If all or part of a returned order needs to be re-submitted for fulfillment, this can be done from Order Desk by changing the order number first. If the order number isn't changed, resubmitting it will often times lead to an error with the fulfillment service because it looks like a duplicate submission for an order that has already been fulfilled or canceled.

There are a couple different ways to change the order number, depending on if the order needs to be partially re-submitted or fully re-submitted. Alternatively, you can manually create a new order for your customer, but if you would like to work with the existing order, read through the following instructions for how to update and re-submit the order.

Tip: OIA Global has a different process for resubmitting orders. Please see the  OIA guide for specific instructions.

Partial Order - Manually Split the Order First

To re-submit part of an order, you will first need to split the order. This lets you create a new order out of only the items that need to be sent for fulfillment again.

To do this, select all of the items in the order that need to be fulfilled again and click on Split Order:

The items split into their own order and a suffix (-S2, -S3, etc.) is added to the order number:

This new order can be manually submitted to your fulfillment integration now that it has a new order number.

Full Order - Change the Order Number First

If the entire order needs to be resubmitted for fulfillment, the order number will need to be changed so the fulfillment service will accept it as a new order.

To change the order number, click on Edit Order Details:

In the Source ID# field, add a -X to the end of the Order Number and click Save Details:

The order now has a new number and can be re-submitted for fulfillment by clicking on the appropriate "Send To" integration button:

Refunds from Order Desk

Depending on your specific shopping cart integration and the payment processor being used, in some cases, you will be able to process full or partial refunds directly from Order Desk. For more information on refunds, please read our Refunding and Capturing Payments guide.

Inventory Stock

If your fulfillment service isn't sending inventory updates back to Order Desk, be sure to add any stock back directly to your item(s) in Order Desk if you are syncing inventory to your cart(s). You can do this by going to Inventory Items (left sidebar under the Tools menu), and manually adding the accurate stock back to the necessary items:

Order History

The Order History section, which is found near the bottom of the order details page, is a timeline of events on the order and can be very useful with seeing what has happened with an order since it first was added to Order Desk:

For instance, you may need to see if a refund has already been processed on an order or when an order was split. These events and more will show up in the order history.

FAQ

1. Does Order Desk process returns?

Order Desk doesn't exactly process returns, but the app can be used for orders that need to be returned, refunded, exchanged and/or re-shipped, depending on the specific setup of the account.

Because of the customizable nature of Order Desk, what works for one store may not work for another depending on preferences, workflow, settings and integrations, among other factors. Once an order has been imported or added to Order Desk, it's usually best to manage that order from within Order Desk, including handling returns where applicable or possible.

This may be as simple as refunding the customer's payment, making a note on the order about what happened and moving the order to a different custom folder. Or it could be more complex and require a specific workflow unique to your store. If your shopping cart integration and payment processor don't allow you to make refunds through Order Desk, make sure you are coming into Order Desk to update any orders here with that info, if necessary.

2. What is the best way to return an order?

As with any process in Order Desk, this will depend on your specific store. Please read through this guide for suggestions and different detailed options for dealing with returns in Order Desk.

3. How do I mark a return?

There are a number of ways to mark an order in Order Desk as being a return. This guide goes over these options in more detail, but some of the ways to mark a return are to use a specific tag color to signify returned orders, create a custom folder for returns or add order notes to provide more information about the order and its return status.

4. How do I process refunds?

Depending on the integrations and payment processors your cart uses, you might be able to process full or partial refunds from within Order Desk. For more information on processing refunds, please refer to the Refunding and Capturing Payments guide.

5. What if I need to cancel an order?

For information on how to work with canceled orders in Order Desk, please refer to the Canceling an Order guide.

6. Can I create a return label with EasyPost?

Yes, you can create an EasyPost return label and send it to your customer from Order Desk. For more information on how to work with return labels using EasyPost in Order Desk, please read the guide on Creating Labels with EasyPost.

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