Support > Settings > Order > Return Order by Customer

Return Order by Customer

To accommodate online business operational needs, eshopland merchants can choose to enable the return order by customer feature, allowing customers to request returning the shipped orders.

1. “Return Order by Customer” Setting

Go to Admin Panel > Settings > Orders,

Enable Return Order by Customer feature,

Save.

Enabling the “Return Order by Customer” feature indicates that merchant allow customers to raise goods return request.

Merchants can choose to “Accept” or “Reject” customers’ goods return requests.

2. Customer Request for Return

After receiving the order, customers can access the order page and initiate a “Product Return Request”.

The “Product Return Request” function is only applicable to orders that have been received.

3. Customer Request for Return Reasons

Customers can select or input the reasons for requesting product return.

Multiple options can be chosen.

After making the selection or inputting the reasons, by clicking Confirm , the return request will be submitted to the merchant immediately.

4. Customer Return Request Submitted

When a customer successfully submits a product return request, both the customer and merchant will receive an email notification sent by the system.

5. Merchant Handling Return Requests

Merchants can access the order details page to review and handle the return requests submitted by customers.

Merchants can choose to “Accept” or “Reject” the requests made by customers.

6. Return Request Result

Once the merchant completed handling the return request, both the customer and merchant will receive an email notification sent by the system.

The result of the product return request will be indicated on the order details page in the merchant’s backend.

If the merchant “Accepts” a customer’s return request, the merchant needs to negotiate with the customer to handle the return and refund arrangements.