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Returns management

Merchants or users can manage returns from each market in an organization, monitoring and tracking their different statuses. In this section, you will learn how returns are managed and what is their lifecycle throughout their fulfillment.

Return management system

Commerce Layer provides users with a return management system. This system allows merchants to manage returns in different statuses and one place. Users can manage orders that are returned due to any reason (faulty line items, long delivery time, etc.).

Returns can be created only from fulfilled orders. Multiple returns can also be created from a single order. When a return request is submitted, it will either be approved or not. SKUs that are successfully returned to the merchant can be restocked to the inventory.

Return fufillment

Returns are initially created in draft status. They become requested when a customer requests to return SKUs from a specific order. Requested returns can be approved or cancelled. An approved return status becomes shipped once it leaves the origin address (customer address). Once shipped returns reach the specified return location (destination address) their status can become received (if the return process has been completed successfully) or rejected (e.g. the customer sent back the wrong products). Successfully returned SKUs can be restocked to an inventory location.