Request
Reason chosen.
Customer journey from basket to return
From return request to resolution: step by step
Returns are unavoidable in retail; what matters is resolving them quickly and traceably. The system records the return request, checks the incoming item, decides on refund, exchange or credit note, updates stock and reports the reasons.
- English and community languages
- BPAY and AUD
- Roles and audit log
Request and check
The customer opens the return request in store or from their account; order number and reason are chosen. When the item arrives it is checked: recorded as intact, used or damaged, and the decision follows the company’s return rule.
Legal return and withdrawal rights are assessed by the company and its specialist; the software gives no legal advice.
Resolution and reporting
A refund goes back to the payment method; in an exchange the new item is issued in the same transaction; a credit note is written to the customer account. Intact items return to stock, damaged items are recorded separately. Return reasons are reported by item and supplier.
Refund connection to the payment provider is assessed separately according to the contract.
How we work
- 1
Clarify the need
By e-mail we discuss your processes, roles, existing systems and how data is moved, and set the scope in writing.
- 2
Build and connect
We build the solution around your workflow and connect it to e-mail, calendar, documents and payment.
- 3
Test and launch
We test every flow with realistic cases, train your team and go live only when it is right.
Australian-specific points
In Australia return terms vary from company to company; many shops define their own return period. The system applies the period and conditions the company defines; four-language return notices are prepared, legal interpretation belongs to the company and its specialist.
Frequently asked questions
Can an online purchase be returned in store?
Yes; the record is found by order number and the return is processed in the same system.
Are return reasons reported?
Yes; reported by item, supplier and reason.
Related topics
Returns and exchanges
Returns and exchanges: reason codes, restocking, credit notes and reports. Shop and web-shop returns in one place. Quote by e-mail.
Learn morePayments and invoicing
Payments and invoicing: cash, card and pay-by-invoice, BPAY, payment follow-up. For Australian retailers. Quote by e-mail.
Learn moreCustomer account
Customer account: order history, addresses, invoice download, return request. For web shops, with data protection in mind. Quote by e-mail.
Learn more