Returns Guide

You can either watch this video or read the article—it's up to you!

Hey there! Today, we’re walking you through how to process returns. Let’s get into it!

First, open up the order that needs a return.

In the top-right corner, click the Select Action menu.

Then, hit Start Return, and you’re in!

Note: You won’t be able to start a return if there’s a balance due remaining. The balance must be $0 to proceed.

For credit line orders, the payment must be fully paid before you can start a return.

Once you proceed, pick the return date.

By default, all items will be unselected, so let’s change that.

Check the box next to the model name,

then adjust the quantity to match the original purchase.

You’ll see the Total Return amount update automatically.

Want to include the fulfillment type and protection plan in the refund? You can check those too!

You can also only return the unit's fulfillment type,

or protection plan,

or both without having to return the unit.

If the order included a haul away service, there will be an option to return it. Simply select it during the return process to refund the haul away amount.

Need to charge the customer for a delivery fee? You can—but only reduce the amount, not increase it.

Deciding on a restocking fee? Just check the box and set the fee amount. You can also adjust the percentage in your settings to automatically calculate restocking costs.

Now, let’s talk about full vs. partial returns:

A full return means everything is refunded, including the unit and any add-ons.

A partial return means only part of the order is refunded. There are a few ways to do this:

If you want to make things faster, Click Select All to check every box at once,

or Deselect All to start over.

If a product is already scheduled for delivery but needs to be returned, hit Unscheduled All to cancel the delivery without leaving the return menu.

Once this is done, the unit status will change to Open, meaning it’s ready to return.

You can only process a return if the unit status is either In-Transit, Delivered, or Open, so make sure the status meets one of these conditions before proceeding. For In-Transit orders, a return is possible only if the delivery method is No Routing Delivery.

Don’t forget to fill in the reason for return—this is required!

Next, select the payment method for the refund.

For credit line orders, the refund will automatically go back to the credit line if the balance hasn’t been fully paid. If the credit line is fully paid, you’ll have the option to choose other payment methods for the refund.

Before moving forward, double-check the total refund amount—it should match what the customer originally paid. If it doesn’t, an item might be missing from the return. Go back and verify that all models and add-ons are selected.

Once everything looks good, click Refund Payment.

Now, you’ll see the order update with the return details.

The refunded items will be shaded in red, including the model, installation, and warranty.

For partial returns, they will be specifically labeled as Partial Return.

Click the arrow button to expand and check return details.

Here you have detailed info about the return.

This is especially useful for partial returns, where you might need to review the exact items or amounts refunded.

Lastly, the subtotal section will update to reflect the return.

And that’s it! You’re now a pro at processing returns. See you in the next tutorial!