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Use the original order to identify the items being returned. Check earlier returns and refunds first, then decide the physical-stock and payment results you intend.

Prepare the return

1. Find the original order and compare its customer, items/options, quantities and payment evidence.
2. Choose Returns for that order to open Return Items for Order.
3. Move the intended quantities from Products in this order into Products to be returned. Review each selected quantity and price; use its removal control to correct a selection.
4. Choose Return reason and add useful Comments.
5. Review Put products back into stock? deliberately. Saleable stock and a faulty item may need different choices.

Check the form’s starting choices

1. Read the order reference in Return Items for Order before preparing a selection.
2. Compare Products in this order with Products to be returned. Check that the intended items and quantities are actually in the return selection before submitting; the original-order list is a different area.
3. Review the selected Return reason. The form offers Other, Changed Mind, Faulty Goods, Theft and Damaged; choose the reason that describes the actual return.
4. Read the selected answer beside Put products back into stock?. Do not assume it matches another return or exchange form, or that returned goods are saleable.
5. Review Refund type? separately. A form opening with None does not mean a refund route has been prepared. Check any additional fields shown for the route you intend.
6. Use Cancel if you are only inspecting the form. Add Return is the committing action for an intended return, not a way to preview its result.

For example, inspecting a faulty item needs both a reason and a deliberate restock decision. Choosing a reason alone is not a substitute for checking where that item should be held or how any refund will be handled.

Review the refund choice

Refund type? offers None, Gift voucher and Manual (offline) refund; a provider Refund option can appear when the order supports it. Where your selected route displays Refund amount or a customer-account assignment choice, review those fields before submission. With None selected, those additional fields need not be visible.

A manual refund records an externally handled refund; it is not an instruction that sends money through the original provider. A gift voucher creates credit with its own record and customer restrictions. Confirm the intended route rather than selecting the first available option.

Submit and check each outcome

1. Compare the selected items, reason, stock decision, refund type/amount and comments.
2. Select Add Return for the intended operation.
3. Open the saved return and original order. Check quantities, stock result, order totals and order events.
4. Check the actual refund or new voucher record separately. A created return can still have an event reporting a refund/voucher problem.

If an outcome is uncertain

Keep the return/order references and provider evidence. Investigate before creating another return, voucher or refund. If a manual correction is required, reconcile what already succeeded first.

Find saved return records · Choose the right workflow.