Handle a return

ShopEazy doesn't have a returns request form or return labels. Customers ask you directly, and you handle the return with the tools on the order and in your inventory. This is the process that keeps your stock and your records straight.

Before you start

• Your Refund & Returns Policy. Your shop has a refunds policy page that tells customers how to return something and who pays for return delivery. Check it says what you actually do. You'll find it under Settings → Legal.
• The order number. Every email the customer got from you shows it, and you can search Orders by order number or customer name.

Handle the return

1. Agree the return with the customer. Confirm what's coming back and how. ShopEazy can't book a courier collection from the customer, so ask them to send it back, drop it off, or arrange a courier yourself.
2. Note it on the order. Open the order, type in Add a private note… under Timeline, for example "Return agreed: 1 × medium blue, faulty zip", and click Add. Only you and your team see these notes.
3. Check the item when it arrives. Decide whether it can be sold again.
4. Put it back into stock if it can be resold (see below).
5. Refund or swap it. Refund the money, or send a replacement (see below).
6. Add a final note, for example "Received 12 Oct, back in stock, refunded R249".

Put a returned item back into stock

Items you've already sent don't go back into stock by themselves, not even when you refund. Add them back yourself:

1. Click Catalogue → Inventory in the sidebar.
2. Click the product's name.
3. In Change the level, pick the version under Which one if the product has variants.
4. Choose Add or remove and enter how many came back, for example 1.
5. Under Why, choose Adjusted, and in Note type something like "Returned on ORD-00123".
6. Click Save the change.

If the item is damaged and can't be sold, don't add it back. The order already took it out of stock.

Refund the customer

If the customer paid through Yoco, click Refund on the order and choose To their card via Yoco, and ShopEazy sends the money back for you. For any other payment, give the money back through your payment provider first, then record the refund on the order with Refund. If the customer paid by bank transfer (EFT), pay them back from your own bank account, because no provider handled that payment. You can refund just the returned item's price. When you do, untick Restock unfulfilled items unless you really are taking back everything on the order that hasn't been sent.

The full steps are in Refund an order, in full or in part.

Swap an item (exchange)

ShopEazy has no exchange button, so a straight swap is handled in your stock and notes rather than with a new order:

1. Put the returned item back into stock, as above.
2. Take the replacement out of stock the same way: in Change the level, choose Add or remove, enter -1, choose Adjusted, and note "Exchange for ORD-00123".
3. Send the replacement to the customer.
4. Add a note on the original order saying what was swapped.

If the replacement costs less, refund the difference on the original order. If it costs more, collect the difference from the customer by EFT or card, and note it on the order.

Don't create a new R0 order for a swap. An order with nothing to pay can't be marked as paid, so it stays Unpaid and Open in your list.

If something goes wrong

I refunded but the stock didn't go back up. Refunds only restock items you hadn't sent yet. Add returned items back on Catalogue → Inventory as described above.

The customer returned it but I've already refunded. That's fine. Just put the item back into stock and add a note to the order.

The product I want to restock isn't on the Inventory page. Only products with Track quantity switched on are listed. Switch it on in the product's Inventory card if you want to count it.

Related

• Refund an order, in full or in part
• Set low-stock alerts and track your stock
• Order statuses explained