Returns & Refunds

A return is initiated when a customer requests to send back delivered goods. Socialone tracks the return through receipt and records the refund amount. When the return is received in good condition, inventory can be restocked automatically.

Return Statuses

Creating a Return Request

1. Open the delivered order from the Orders list.
2. Click Initiate Return. This is available only for orders in Delivered or Completed status.
3. Select the items being returned and their quantities. Partial returns (some items but not all) are supported.
4. Set the Condition for each returned item: Good, Damaged, or Unsellable. This determines whether the item can go back to sellable inventory.
5. Enable Restock if returned items in Good condition should be added back to inventory on receipt.
6. Enter the Return reason and any internal notes.
7. Save. The return request is created with status Requested.

Approving & Tracking a Return

1. Approve the return to authorise it. The customer is notified to ship the item back.
2. When goods are on their way, mark as In Transit.
3. When the package arrives, click Mark Received.
   • If Restock is enabled, Socialone creates a return_restock inventory ledger entry for each item in Good condition. The on-hand quantity at the fulfillment location increases immediately.
   • Items in Damaged or Unsellable condition are not restocked even if Restock is enabled.

Recording a Refund

Socialone tracks the refund amount on the return record. Actual money movement depends on the payment provider — for online payments (WhatsApp Pay, Razorpay), initiate the refund through the respective payment dashboard and record it here.

1. Open the return request.
2. Click Record Refund.
3. Enter the Refund amount (may be less than the order total for partial returns or restocking fee deductions).
4. Save. Return status moves to Refunded. The order's payment status updates to Refunded.

Exchanges

An exchange replaces returned goods with a new order rather than issuing a refund. Mark the return as Exchanged and create a new order for the replacement items. Link the original return in the new order's notes for traceability.

Item Conditions

• Good: item is in its original sellable condition. Can be restocked if the Restock flag is enabled.
• Damaged: item has visible damage but may still have salvage value. Not eligible for automatic restock — handle manually.
• Unsellable: item cannot be resold (opened, consumed, broken beyond repair). Write it off via a manual inventory adjustment.

Common Blockers

• Initiate Return not visible: returns are only available on orders in Delivered or Completed status. The order must have already reached the customer.
• Restock not updating inventory: ensure the return is marked Received (not just Approved or In Transit) and that the Restock option is enabled on the return. Items with Damaged or Unsellable condition are not restocked automatically.
• Refund amount cannot exceed order total: partial returns refund only the value of the returned items. Adjust the refund amount to match the returned items' line totals.

Related Docs

• Payments
• Inventory Management
• Order Lifecycle