Returns & Reverse Logistics
After receiving a product, a customer submits a refund/return request from their account (the storefront's request-refund action), which opens a…
How does a customer submit a refund/return request after receiving a product?
After receiving a product, a customer submits a refund/return request from their account (the storefront's request-refund action), which opens a Return Request in the system.
How is a driver scheduled to collect the returned product (reverse delivery job)?
On a return, the system schedules a driver to collect the product by creating a reverse delivery job — a pickup task, the mirror image of a delivery.
How is the reverse order created and tracked end to end?
A reverse order is created and tracked end to end: from the customer's request, through the scheduled pickup, the collection, the inspection, to the final refund and (where applicable) restock.
How is a returned item inspected and the refund approved?
When the returned item comes back, it is inspected, and on a satisfactory inspection the refund is approved — issued through the configured channel (original method, wallet/store credit,…
How is a damaged/not-as-described return handled per policy?
A return that comes back damaged or not as described is handled per policy — it can be rejected or given a partial refund, with evidence recorded.
How is a refund to the original payment method processed (with gateway fees)?
A refund to the original payment method is processed through the gateway, accounting for gateway fee handling.
How is a refund issued as store credit or loyalty points instead?
Instead of cash back, a refund can be issued as store credit (to the customer's wallet) or as loyalty points, per policy.
How is a COD order refunded when there's no card on file?
A COD order has no card on file, so its refund needs a defined channel — typically a bank transfer or store credit rather than a card reversal.
How is a refund on a split (multi-vendor) order allocated and settled?
A refund on a split order is allocated to the correct vendor's portion, and the settlement is adjusted accordingly.
How is a return handled outside the return window, with manual override?
A return requested outside the allowed return window is rejected per policy with a clear reason, but a manual override option lets an authorized operator make an exception.
How does an exchange (instead of refund) create a linked replacement order?
An exchange creates a replacement order linked to the return — rather than refunding money, the customer receives a different (or replacement) item, and the system ties the new order to…
How are earned loyalty points reversed/adjusted on a returned amount?
When an amount is returned, any loyalty points earned on that amount are reversed/adjusted — the points granted for the returned spend are clawed back so the customer doesn't keep rewards for…