Processing Returns & Exchanges

When a customer wants to return or exchange an item they purchased from your shop, you will need to process this within CommentSold.

 

Processing returns and exchanges in CommentSold is simple, but there are a few things you'll want to be aware of before you begin. 

 

This Article Covers:

Entering Your Return Settings

Before you begin to accept returns, you will need to visit the Setup tab of your CommentSold dashboard and click "Returns."

 

Here, you will enter any Return Reasons you would like to track. Examples of return reasons include items being defective, items not fitting, or that a customer simply did not like the item when it was received.

 

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You can add as many options as you would like under "Return Reason, " saving after each option. In the Reasons List, you will be able to view, edit, or delete return reasons.

 

At the bottom of the Returns screen is a box for you to enter your Return Policy. It is important that you provide a detailed policy regarding how long a customer has to return an item, what items cannot be returned, and whether or not refunds will be processed to the original form of payment (as opposed to issuing store credit). 

 

Once you have the Return Reasons and Return Policy in place, you are ready to begin processing returns.

 

Processing a Return

 

Note: Refunds for orders synced from CommentSold to Shopify must be processed through both Shopify and CommentSold. See detailed instructions for this here.

To begin processing a return, locate the order within CommentSold. There are two ways to locate an order:

  1. Visit the Orders/Fulfillment tab and use the Filters option or the search bar to pull up the order.
  2. Visit the Customers tab. Click the three dots to the right of the customer whose order you would like to return. Select "Customer Details." Scroll down to the customer's Paid Orders and locate the appropriate order. Clicking the order number will take you to view the full order details.

 

Once you have located the order, placing your cursor over the details will bring up several icons to the right of the order details. Click the arrow icon to initiate a return. 

 

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Now you will see all items in that order. To process a return for an individual item, you will click the "Return this product" button next to the item you want to return. To process a return for all items in an order, click "Return All Products" at the bottom of the order.

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Clicking the red button to return will bring up a pop up window. Here you will see any Return Reasons you've previously entered under your Returns settings. You will also have the option to include a note, which can be useful when tracking trends in returns over time. If you would like to resell the returned item, keep the box for "Also add back to inventory?" checked. Uncheck this if the item returned damaged, or should not be resold for any other reason. 

 

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When you submit the return, you will see a confirmation that it was successful. The order will then show with new refund options. If "Refund directly to the customer's card" is enabled in the Payment Gateways section of your account, you will be able to either process the refund as account credit or refund to the customer's card on file.

 

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Click on your preferred refund option. A pop up will appear, prompting you to confirm the refund amount. This allows you to provide a partial refund if indicated. If you'd like the notes you left when processing the return to appear in the refund confirmation email that the customer receives, check the box.

 

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Once the refund has been processed, you will see the details appear next to the order!

 

Processing Returns & Shopify

Refunds for orders synced from CommentSold to Shopify must be processed through both Shopify and CommentSold.

First, return the product in Shopify. Please note this will not refund the customer. This step is only required to keep your Shopify reporting accurate.

You will then need to return the product in CommentSold and refund the customer. Be sure to only return the inventory in either Shopify or CommentSold, not both!

 

Processing Returns from Sezzle

 

Returns from orders placed through Sezzle should be processed in the same way as any other return in CommentSold.

 

The one difference is that the customer will receive more communications about their return and refund if their order was through Sezzle. They will receive a text and an email from Sezzle, and the standard email confirmation from your shop. Other than that, the entire return process is the same as if the customer had used any other payment method!

 

Processing an Exchange

 

To begin processing an exchange, locate the order within CommentSold. There are two ways to locate an order:

  1. Visit the Orders/Fulfillment tab and use the Filters option or the search bar to pull up the order.
  2. Visit the Customers tab. Click the three dots to the right of the customer whose order you would like to exchange. Select "Customer Details." Scroll down to the customer's Paid Orders and locate the appropriate order. Clicking the order number will take you to view the full order details.

 

Once you have located the order, placing your cursor over the details will bring up several icons to the right of the order details. 

 

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Click the arrow icon to initiate an exchange. You will see all of the items in the order, with the option to "Exchange" next to each. 

 

When you click to exchange, a pop up will appear. Enter the product you are exchanging, and the variant you will be sending to the customer. Add any notes you would like to attach to the exchange. If you would like to resell the exchanged item, keep the box for "Also add back to inventory?" checked. Uncheck this if the item returned damaged, or should not be resold for any other reason.

 

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Note: Exchanges are intended to be for a different variant of the same product (at the same price), as there is no way to request additional payment or partially refund the customer in the exchange process.

 

When you click Begin Exchange, you will see that the new item has replaced the item originally ordered in the order details. 

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