Similar to shipments, returns can be created and managed with the help of Shiptastic. You can find the returns dashboard under WooCommerce > Returns. There you will find all returns that have been created so far. Returns can have different statuses:
- Draft: By default, a return is in draft status after it has been created. This status indicates that the return has not yet been finally processed.
- In process: This status indicates that the return is currently being processed.
- Requested: This status is reserved specifically for returns that have been added by customers and indicates that you as the store operator still have to approve the return.
- Shipped: The return is currently in transit.
- Delivered: The return has been successfully received.
As a store operator, you have two options when it comes to returns: Either you accept your customers’ returns manually, i.e. the customers must contact you by email or phone and you then manually create a return for an order, or you let your customers create return requests.
You can configure general settings for returns under General > Returns. In addition to the available return reasons, you can also configure the maximum time period in which a customer can request a return for an order.
Accepting return requests from customers
Similar to large stores, it makes sense to accept returns requests directly from customers so that you have less manual effort.
You must explicitly activate this option in the Shiptastic settings for each shipping provider for which you want to allow return requests from customers. You can do this in the settings under Shipping provider > (Select provider) > Return requests. If you activate this option, your customers can request returns for a specific order in the customer account under Orders.
To do this, customers can select the available products (including quantity) and enter a reason for return. You might as well manage the reasons for returns in the settings under General > Returns.
Restrictions
Of course, you don’t want to give your customers the option of creating returns requests forever. By default, returns are open for 14 days after the shipping date. You can adjust this period in the settings under General > Returns > Period for returns.
The system also automatically checks whether there are any returnable products or shipments available for the order. If, for example, an order has been completely returned or no shipment has been sent yet, the return option is not available.
Texts and shipping provider settings
You can adjust certain settings for returns at the shipping provider level. Under Shipping provider > (Select shipping provider) > Return requests, you can customize the notes on returns that are used in the email confirmations, among other things. For each shipping provider, you can also configure whether you want to accept return requests at all and under what conditions.
Manual check or automatic processing
You can also configure whether or not the returns request should be checked manually in the individual settings of the shipping provider. This option is activated by default. In this case, returns requests from customers with the status Requested are created. You can find the requested returns in your returns dashboard. You can then check the returns requests at your leisure and optionally confirm the returns request. As soon as you have confirmed the return request, the customer receives an email notification and the status changes to processing.
Alternatively, you can also accept return requests automatically. Due to the restrictions, returns requests can only be valid, i.e. there is nothing to stop you from accepting the requests and processing them automatically. If you deactivate the manual check in the shipping provider settings, the requests are directly assigned the status processing.
Return requests from guests
Guests do not have access to the customer account and therefore cannot submit a returns request. However, as guest orders are often not uncommon in a store, we also have a solution for this. To make this work, you should activate returns for guests in the shipping provider settings. In order for guests to be able to send a returns request, a form is required that authorizes guests to do so. This is done using the email address and order number provided when placing the order.
You can output the form to any page in WordPress using the [[shiptastic_return_request_form]] shortcode. It is probably best to create a new page (e.g. returns or similar). There you can explain the process of a return and then use the shortcode to provide the form for guests. You should also insert the [shop_messages] shortcode before the form shortcode to activate the output of messages (e.g. success message or error messages when submitting the form) for this page.
You should refer customers to the customer account to add return requests.
Once a guest has successfully completed the form, they will receive an email with a unique link. The guest can then use this link to fill out and send a returns request, just like customers do. You can then process the request manually or automatically.