How do I process return requests?

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  • Updated 4 years ago
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Customer Process:
1.) To request a return of one or more items in an order, login to your account and navigate to My Account. my_account.png

2.) Navigate to the Completed Orders section and click on the Return Item(s) button completed_orders_for_return_sm.jpg

3.) In the next screen select the products you want to return using the Qty. to Return  drop down boxes, choose the Return Reason. The Return Action  and Comments  are optional fields. Click on Submit Return Request.return_reason_small.jpg

Store Owner Process:
Now that you've see the customer side of the process, let's process the return request.

1.) Login to your control panel and you will see a Pending Return Request  message on the dashboard. Also, the return request can be found under the Orders menu.



2.) Change the Status of the return request. There are a few options:

  • Pending

  • Received

  • Return Authorized

  • Item(s) Repaired

  • Item(s) Refunded

  • Request Rejected

  • Cancelled

There is also an option to issue store credit to the customer so he can use it to buy products in your store. In this example, I will choose the Refund option. refunded.png

3.) The order will be updated and the item will be marked as Refunded return_status_small.jpg

Please note that you will need to login to your payment provider's  console to do the actual refund. You will be able to process a refund in your control panel if you are using, PayPal Payments Standard, PayPal Website Payments Pro, PayPal Express Checkout, or NMI

4.) You can also add more information and statuses to your return requests by going to Settings  and then Returns in your control panel. return_menu.png

5.) Here you will find the current return request reasons, as well as add new ones return_settings.png

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Drew N, Community Manager

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Posted 4 years ago

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Hello -

I had to issue a (partial) refund on a multi item order today and had a similar problem as was posted by 'Fencing7181' in another thread which read:

"I see the option to partially refund, when I choose that it lets me enter the amount to refund. It does not add the tax or break down the tax. That is why I'm concerned. I did complete the partial refund for my customer and that is what happened."

I also chose the 'partial refund' hoping it would then 'show' the items in the Order, but it did not - I could only enter the amount. In this same box it asks if you want to 'return the items to Inventory' but which items would it return to inventory?

The Refund processed correctly to the processor but I manually updated my Inventory and the entire Order has not record (that I can see) of the Return/Refund. My transaction today did not have tax, but that was certainly the first thing I thought about while doing this.

Please tell I am NOT correct..... but I am sadly guessing to utilize the full function of Returns/Refunds, seller cannot use 'Guest Checkout' - all transactions must be registered Customers and Customer MUST use the 'Return Request' feature within the Store. Is that the bottom line?

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Mike F., Alum

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Sally, I'm not sure if your issue is exactly the same as you quoted above so I don't really have all the details, however, we've set up a new support number for questions related specific to the Bigcommerce system. Visit this thread:
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Yes, Mike, it is to the point of taxable product.

Basically I did a partial refund on a multi item order through BC Admin. The items in the Order do not come up individually (so you can choose what is being refunded and returned to Inventory). There is only a single place to put in the amount to be refunded with a check box about returning to Inventory (but what would it return to inventory if the system does not know the items being refunded. (although this order did not contact tax, immediately I thought of the potential issue if it did).

ProStores refund/return process listed all items and tax was calculated based on the returns. This process was based on the Invoice Order and not if the Order was placed by a Customer/Account Holder.