Manually Create Return/Exchange Request in Dashboard

How to Access Manual Creation

The manual creation feature is easily accessible from your Returndotai admin dashboard.

1. 1Log in to your merchant dashboard
2. 2Navigate to the Management tab
3. 3Look for and click on "Create Return/Exchange Request"
4. 4The creation interface will open

Step 1: Search for the Order

Begin by locating the customer's order using one of several search methods. The system provides intelligent search suggestions as you type.

1. 1In the search bar at the top of the page, enter either:
2. 2 • Order number, or
3. 3 • Customer's email address
4. 4 • Phone number
5. 5As you type, suggestions will appear
6. 6You can select one of these suggestions or complete your entry
7. 7Press Enter or click the search button
8. 8The order details will load

Step 2: Select Items for Return

You'll see a list of products from the order. Each row displays product information to help you select the correct items for return.

1. 1Review the product list showing:
2. 2 • Product name
3. 3 • Price
4. 4 • Quantity available for return
5. 5 • Reason field (if applicable)
6. 6For each item to be returned:
7. 7 • Enter the quantity in the "Quantity" field
8. 8 • The row will be highlighted when quantity > 0 is entered
9. 9Add multiple items if needed
10. 10Verify selections before proceeding

Step 3: Choose Return Method and Resolution

Configure how the customer will receive their refund and how the return will be processed. Available options may vary based on your plan and settings.

1. 1Under "Refund Method," select one of the following:
2. 2 • Refund to Original Payment Method
3. 3 • Store Credit
4. 4 • Gift Card
5. 5 • Exchange
6. 6Note: Some options may be unavailable depending on your plan
7. 7
8. 8Under "Resolution," choose how the return will be processed:
9. 9 • Ship with any carrier
10. 10 • Print a label
11. 11 • Refund without return
12. 12 • Exchange
13. 13Note: Some options may require a plan upgrade

Step 4: Add Notes (Optional)

If needed, add any additional information or instructions in the "Note" field. This can include special handling instructions, customer requests, or internal notes for your team.

1. 1Scroll to the "Note" field
2. 2Enter any relevant information:
3. 3 • Special handling instructions
4. 4 • Customer requests or preferences
5. 5 • Internal notes for your team
6. 6 • Reason for manual creation
7. 7Notes are visible in the return request details
8. 8Click outside the field to save

Step 5: Submit the Return Request

Before submitting, carefully review all entered information to ensure accuracy. Once submitted, the return request will be created with "pending approval" status.

1. 1Review all entered information for accuracy:
2. 2 • Order details
3. 3 • Selected items and quantities
4. 4 • Refund method
5. 5 • Resolution type
6. 6 • Notes (if added)
7. 7Click "Create Return" at the bottom of the summary section
8. 8The request will be created and set to "pending approval" status
9. 9You'll be redirected to the request details page

Steps 1-2: Search and Select Items

Follow the same process as for returns to search for the order and select items that the customer wants to exchange.

1. 1Follow the same process as for returns:
2. 2 • Search for the order (by order number, email, or phone)
3. 3 • Select items from the order
4. 4 • Enter quantities for items to be exchanged
5. 5Proceed to add exchange items

3. Add Exchange Items

Choose what the customer will receive in exchange for their returned items. You have multiple options to accommodate different exchange scenarios.

1. 1Click "Add Product" for each item to be exchanged
2. 2You'll see three options:
3. 3 • Exchange for the same product (different size/color)
4. 4 • Exchange for another variant
5. 5 • Exchange for a different product
6. 6Select the appropriate option
7. 7Follow the prompts to choose the exchange item:
8. 8 • Browse or search for products
9. 9 • Select variant (size, color, etc.)
10. 10 • Specify quantity
11. 11The system will calculate any price difference
12. 12Review the exchange summary

4. Complete the Exchange Request

Review all exchange details including price differences, then submit the request.

1. 1Review all information for accuracy:
2. 2 • Original items being returned
3. 3 • New items for exchange
4. 4 • Price difference (if any)
5. 5 • Refund method for price difference
6. 6Add notes if needed
7. 7Click "Create Exchange" at the bottom of the summary section
8. 8The exchange request will be created with "pending approval" status

Approving the Return Request

Once a return request is created (manually or by the customer), you need to review and approve it before processing the refund.

1. 1Navigate to the pending returns section
2. 2Review the return request details:
3. 3 • Customer information
4. 4 • Items being returned
5. 5 • Refund method chosen
6. 6 • Any notes or special instructions
7. 7Approve the return request if appropriate
8. 8Click the "Refund" button
9. 9The refund resolution modal will appear

Refund Resolution Modal

After approving the return request, a modal will appear presenting options for refund resolution. By default, the resolution shown will be the one the shopper chose on the return portal.

1. 1The modal displays the selected refund method
2. 2You have 4 main options for processing the refund:
3. 3 • Refund to Original Payment Method
4. 4 • Refund to Gift Card
5. 5 • Refund to Store Credit
6. 6 • Refund to Discount Code
7. 7Review the refund amount
8. 8Select or confirm the refund method
9. 9Click "Submit" to process the refund

Option A: Refund to Original Payment Method

This option refunds the amount to the payment method used in the original purchase. This is the most common refund method and is processed immediately in Shopify.

1. 1Select "Refund to Original Payment Method"
2. 2Review the refund amount
3. 3Click "Submit"
4. 4Returndotai will immediately create a Refund on your Shopify admin
5. 5The customer receives the refund to their original payment method
6. 6Refund typically processes within 5-10 business days (depending on payment provider)

Option B: Refund to Gift Card

This option issues the refund amount as a gift card, allowing customers to shop again in your store while retaining revenue.

1. 1Select "Refund to Gift Card"
2. 2Review the refund amount (including any bonus if configured)
3. 3Click "Submit"
4. 4Returndotai will immediately create a gift card on your Shopify admin
5. 5Customer receives the gift card code via email
6. 6Gift card can be used for future purchases

• Find more information: See "Refund to Gift Card" article for detailed setup and customization

Option C: Refund to Store Credit

This option adds the refund amount as store credit to the customer's account, integrated with Shopify's native store credit system.

1. 1Select "Refund to Store Credit"
2. 2Review the refund amount (including any bonus if configured)
3. 3Click "Submit"
4. 4Returndotai will immediately create store credit in the customer's account on your Shopify admin
5. 5Customer can view and use store credit at checkout
6. 6Store credit balance is visible in customer account

• Find more information: See "Refund to Store Credit" article for detailed setup and configuration

Option D: Refund to Discount Code

This option creates a discount code for the refund amount, providing flexibility for customers to use on future orders.

1. 1Select "Refund to Discount Code"
2. 2Review the refund amount and discount code settings
3. 3Click "Submit"
4. 4Returndotai will immediately create a discount code for the shopper in Shopify
5. 5Customer receives the discount code via email
6. 6Code can be applied at checkout for future purchases

• Find more information: See "Refund to Discount Code" article for detailed setup, configuration, and best practices

Receiving and Approving the Exchange Request

Before creating exchange orders, you need to review and approve the exchange request.

1. 1Locate the exchange request in the pending exchanges section
2. 2Review the details of the request:
3. 3 • Original items being returned
4. 4 • New items for exchange
5. 5 • Price difference
6. 6 • Customer information
7. 7If appropriate, approve the exchange request
8. 8Click on the option to create exchange orders
9. 9Returndotai will present you with four options

Exchange Order Creation Options

After approving the exchange request, Returndotai presents you with four options for personalizing your business return/exchange flow. Each option handles the exchange transaction differently in Shopify.

1. 1Option A: Add Exchange Product to Original Order
2. 2Option B: Create Order for Price Difference (Automatic)
3. 3Option C: Create New Order with Full Item Price
4. 4Option D: Do Not Create New Orders

Option A: Add Exchange Product to Original Order

This option adds the new product to the existing order in Shopify. Use this if you want to keep all related transactions under one order number.

1. 1Available only when feature Shopify Sync is enabled
2. 2Select "Add Exchange Product to Original Order"
3. 3The new product is added to the existing order in Shopify
4. 4All transactions remain under one order number
5. 5Order timeline shows the exchange addition
6. 6Inventory is automatically updated
7. 7Best for: Keeping simple accounting and order tracking

Option B: Create Order for Price Difference (Automatic)

Returndotai will automatically create an order in Shopify admin for the price difference between the original and new product. This option is useful for capturing only the additional cost or refund amount.

1. 1Select "Create Order for Price Difference"
2. 2Returndotai calculates the difference automatically
3. 3Example: If the difference is $1, an order for this amount will be created
4. 4A new Shopify order is created for the difference amount
5. 5In return request details, there is a card of Exchange order
6. 6The card links to the new order on Shopify admin
7. 7On Shopify order admin you can see:
8. 8 • Note: "Create exchange order from order #{{1087}}"
9. 9 • Tag: "Exchange order from #{{1087}}"
10. 10Customer receives invoice for additional payment (if applicable)
11. 11Best for: Capturing only the price difference

Option C: Create New Order with Full Item Price

This option creates a new order in Shopify with the full price of the exchange item. Use this when you want a separate, full-value transaction for the new item.

1. 1Select "Create New Order with Full Item Price"
2. 2A new Shopify order is created with the full exchange item price
3. 3In return request details, there is a card of Exchange order
4. 4The card links to the new order on Shopify admin
5. 5On Shopify order admin you can see:
6. 6 • Note: "Create exchange order from order #{{1087}}"
7. 7 • Tag: "Exchange order from #{{1087}}"
8. 8Customer receives full invoice for the new item
9. 9Original order refund is processed separately
10. 10Best for: Complete separation of transactions

Option D: Do Not Create New Orders

Select this if you prefer to create orders manually in Shopify. This gives you full control over the order creation process.

1. 1Select "Do Not Create New Orders"
2. 2The exchange is marked as approved
3. 3No automatic order creation occurs
4. 4You maintain full control to:
5. 5 • Create orders manually in Shopify
6. 6 • Use custom order workflows
7. 7 • Handle complex exchange scenarios
8. 8 • Integrate with third-party systems
9. 9Best for: Businesses with custom workflows or special requirements

Scenario 1: The Exchanged Item is More Expensive

When a customer wants to exchange for a more expensive item, you need to collect the price difference. This scenario requires clear communication and smooth payment collection.

• Example: Customer bought an iPhone for $9, wants to exchange for a watch priced at $10
• Price difference: $1 ($10 - $9)
• Returndotai automatically calculates the difference
• You see option to create an order on Shopify for $1
• Customer pays the difference through the new Shopify order
• Customer completes checkout as usual

How to Handle More Expensive Exchanges

Follow these steps to ensure a smooth process when the exchange item costs more than the original.

1. 1Calculate the price difference: Returndotai does this automatically
2. 2Communicate clearly: Inform the customer about the price difference
3. 3Collect additional payment:
4. 4 • Choose option "Create an order on Shopify"
5. 5 • System creates order for the difference amount
6. 6 • Send invoice to customer via Shopify
7. 7 • Customer pays at checkout securely
8. 8Update order details: Modify the exchange order to reflect new item and payment
9. 9Process the exchange once payment is received

Best Practices for Higher-Priced Exchanges

Ensure your exchange policy clearly states how price differences are handled

• Make the process of paying the difference as smooth as possible to reduce friction
• Train customer service staff to explain this scenario clearly and positively
• Send clear email notifications about the additional payment required
• Provide multiple payment options for the difference
• Set clear expectations about when the exchange will ship (after payment received)

Scenario 2: The Purchased Item is More Expensive

When a customer wants to exchange for a less expensive item, you need to refund the price difference. This is typically easier for customers and requires processing a partial refund.

• Example: Customer bought a watch for $90, wants to exchange for another priced at $70
• Price difference to refund: $20 ($90 - $70)
• You see option "Create an order on Shopify" with price of $0
• Merchant needs to refund $20 to shopper
• Refund can be processed using any refund method
• Exchange ships without additional customer action needed

How to Handle Less Expensive Exchanges

Follow these steps to process exchanges where the customer is owed a refund.

1. 1Calculate the difference: Here it's $20 ($90 - $70)
2. 2Process the refund using one of the refund methods:
3. 3 • Refund to original payment method
4. 4 • Issue store credit
5. 5 • Provide gift card
6. 6 • Create discount code
7. 7Communicate clearly:
8. 8 • Inform customer of the refund amount
9. 9 • Explain which refund method will be used
10. 10 • Provide timeline for refund processing
11. 11Complete the exchange:
12. 12 • Process the exchange shipment
13. 13 • Update order records
14. 14 • Send confirmation to customer

Selecting Your Preferred Exchange Option

Carefully consider which exchange order creation option best fits your business needs, accounting practices, and inventory management.

1. 1Review each option carefully:
2. 2 • Option A: Add to original order (requires Shopify Sync)
3. 3 • Option B: Create order for price difference only
4. 4 • Option C: Create new order with full item price
5. 5 • Option D: Manual order creation
6. 6Consider your business needs:
7. 7 • Accounting practices and financial reporting
8. 8 • Inventory management systems
9. 9 • Customer experience preferences
10. 10 • Integration with other tools
11. 11Click on your chosen option to proceed
12. 12The exchange order will be created according to your selection

Phone or Email Returns

Customer calls requesting a return - create the request on their behalf

• Email requests from customers who prefer not to use the portal
• VIP customers receiving concierge service
• Elderly or less tech-savvy customers needing assistance

Special Cases and Exceptions

Returns outside normal policy window requiring manager approval

• Damaged items discovered after delivery
• Wrong items shipped - immediate exchange needed
• Goodwill returns for customer retention
• Quality issues requiring immediate resolution

Bulk or Business Returns

Wholesale customers with special return arrangements

• Event rentals or trial programs
• Seasonal inventory returns
• B2B customers with negotiated return terms

Verify Customer Information

Always verify customer identity before creating returns on their behalf

• Confirm order details match customer records
• Document the reason for manual creation in the notes field
• Get customer confirmation (email, phone recording) when possible

Proper Documentation

Use the notes field to explain why the return was manually created

• Include reference numbers from phone calls or emails
• Document any special agreements or exceptions
• Note if the customer was unable to use the portal and why

Clear Communication

Inform customers when you create a return on their behalf

• Send confirmation with return details and next steps
• Explain the refund method and timeline
• Provide tracking information for return shipments
• Set clear expectations about when they'll receive their refund

Double-Check for Accuracy

Review all details before submitting

• Verify quantities match customer request
• Confirm correct refund method selected
• Ensure proper resolution type chosen
• Check that all required fields are completed

Common Issues and Solutions

Key points to understand:

• Order not found: Verify order number, check if order is in Shopify
• Refund method unavailable: Check your plan level and feature enablement
• Cannot select items: Ensure items haven't already been returned
• Price difference incorrect: Verify product prices in Shopify are current
• Exchange product not found: Check if product is published and available
• Cannot create order: Verify Shopify connection and permissions

Permission Requirements

If you cannot access the manual creation feature, check the following.

1. 1Verify you have the appropriate staff permissions
2. 2Check that the feature is enabled in your plan
3. 3Ensure Shopify integration is active and connected
4. 4Verify required Shopify permissions are granted
5. 5Contact your account administrator if permissions are needed