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Product returns are not activated by default. To activate it, go to the "Merchandise returns" page under the "Customer Service" menu, and activate the option in the option section at the bottom of the page. This will apply to all products and all orders. |
- Return products. To To be used only when the customer has effectively returned products: once the returned product has been received, you can mark it as returned directly in the order form.
Click the "Return products" button and a new column will appear in the product list, titled "Return". Check the box of the affected products, indicate the quantity of items that were returned, and click the "Return products" button at the bottom of the table. - Partial refund. To be used when you need to refund only part of the order and not the whole order, either because the customer returned the ordered product, or simply as a sign of goodwill for a damaged product that the customer chose to keep anyway. Click the "Partial refund" button and a new column will appear in the product list, titled "Partial refund". Set the amount and quantity for each of the affected products, choose one of the option options at the bottom of the list (see below), and click the "Partial refund" button at the bottom of the table.
When you set a product as returned or to be refunded, four options are available below the list of products:
- Re-stock products. When When checked, PrestaShop will consider that the returned product as is available for sale again, and will andwill therefore increase the stock for this product. You should not click this when a product is return returned due to it being broken...
- Generate a credit slip. When checked, a credit slip will be created for the selected items. A credit slip is an acknowledgment from your shop that merchandise has been returned and that a refund has been issued. The customer can then use it as a credit slip for his or her next purchase.
Generate a voucher. When When checked, a voucher will be created for the amount of the selected items. A voucher takes the form of a discount code that the customer can enter during the checkout process.
You can edit the customer's existing vouchers by viewing the customer's page: from the current order's page, click on the link under the customer's name in the "Customer information" section; once in the customer's page, reach the "Vouchers" section. You can edit each voucher by clicking on the "Edit" icon.- Repay shipping cost. You can also choose to refund the shipping cost of the returned product, which is always an appreciated gesture.
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