With the majority of holiday selling over, take a moment to congratulate yourself for handling another successful season. You’ve made it through the busiest time of the year and that’s definitely something to celebrate! However, you may have one last remnant of the holidays remaining: the dreaded return or exchange. With the increased number of sales, it’s likely that some of those purchases will be sent back. Although the return process can be complicated for new merchants, we’re here to help! Follow along as we provide best practices for handing returns for your online store.

Processing Returns: Tracking Inventory Outside of Volusion

There are two popular ways to handle returns within Volusion. To figure out which is best for your business, ask yourself if you are using Volusion to track your product inventory.

If the answer is no, you can process a credit back to the customer within the order. This process may vary slightly depending on the gateway you are using. In most cases, you can credit an order by going to that specific order within the ‘Process Orders’ section of the ‘Orders’ tab. Once you are within the order, navigate to the Payments section and find the Payment Log on the right side of the page. Once there, you will see an editable box with the total payment amount.

If you would like to refund the entire order you will not need to make any adjustments to the payment amount. However, for a partial refund, you can edit the payment amount box to reflect the specific amount to return. For example, if the order total was $20, and you only want to credit back $5, simply change the amount in the payment amount box to show $5.

After this section has been adjusted, make sure the dropdown menu to the right of the payment amount says ‘Credit for Adjustment’, take a final look over the changes, and click apply. Shortly after you have clicked 'Apply' your customer will receive the credit back to their bank account. As is the case with other transactions in your gateway, the credit can take 1-2 business days to appear in your customer’s account.

If your gateway does not support processing credits from within Volusion, you will need to contact your gateway directly. If this is the case, we recommend adding an offline payment record to the specific order so you can keep track of sales.

To do this, go to the Payments section and find the ‘Add Offline Payment Record’. Make sure the payment type is ‘Credit for Adjustment’, and simply enter in the refund amount as well as any applicable transaction IDs. With this method, once the funds have been credited back to the customer, your work is done – it’s that easy!

Processing Returns: Tracking Inventory with Volusion

If you are using Volusion to track inventory, you will need to create a RMA for that order. To start this process, head to the related order, scroll down to the Details section, and click ‘Edit’. Once the fields are editable, you can fill out the quantity that needs to be returned in the ‘Qty to be Returned’ field. This specific field can be found below ‘Packing Slip Quantity”.

Once you have entered the quantity, click the save button. After this, you may notice that an RMA section will appear below the Marketing area of the order. This section keeps the RMA organized and provides an easy way to look it up with the associated order. However, this section does not actually affect the processing of the RMA or any returned stock.

To process an RMA in your order, navigate to the Orders tab, then the Returns/RMAs section. At the next page, find the specific RMA associated with the order, and click on the RMA ID. Next, click on ‘Receive Inventory from RMA’. Within that page you can add any applicable Quantity Sellable and Quantity Damaged. After you have made the appropriate adjustment, click save and your merchandise will be returned to your store’s stock.

When processing RMA’s, always remember that the amount of money received for the order will not be affected. You will still need to go through the steps mentioned earlier for crediting an order. However, instead of selecting the payment type to be ‘Credit for Adjustment’, select ‘Credit for RMA’.

Processing returns can be a little confusing, especially since most merchants don’t deal with them very often. However, if you follow the steps outlined in this article, you will be processing returns like a pro in no time! Be sure to review our updated article on this topic, featuring tips from a Volusion merchant!