Process a returns and refunds
Who is this article for?
- Store Owners or Admins with full access to manage orders and configure store settings within the wicadu assistant.
- Users with permissions to handle sales or purchases and process returns, exchanges, or refunds.
About returns, exchanges, and refunds
Address post-sale or post-purchase issues with tools designed to ensure customer satisfaction and keep your inventory up to date with wicadu.
Refund: Return full or partial payment to the customer or supplier.
Return: Issue a refund and restore the product to the inventory.
Exchange: Replace a returned product or service with another one, updating stock accordingly.
wicadu allows you to manage full or partial returns, handle multiple return sessions for a single order, and automate refunds for online store orders using the original payment method. Set up return instructions or enable self-service returns for customers to submit requests directly.
Before you begin
Before processing a return, exchange, or refund, confirm the following:
The order must be in the Delivered state in the Sales or Purchases module in wicadu.
Ensure you have permissions to process returns, exchanges, or refunds. Check with your administrator if unsure.
Verify the order details to ensure accuracy, as these actions may impact inventory and your financial records.
Steps to process a return, exchange, or refund
Access the relevant module:
Navigate to the Sales or Purchases functionality in the wicadu assistant, depending on whether you are managing a customer or supplier order.
Select the order:
Click the order in the Delivered state to view its details.
Initiate the return process:
In the General section, select the Create a return button.
Note: This option is only available for orders in the Delivered state.
Choose products for return, exchange, or refund:
Select the products to include in the process based on the type of return, exchange, or refund needed.
Choose all items for a full return or refund.
Select specific items for a partial return or exchange.
Note: You can process multiple return sessions for the same order if needed.
Review and confirm the return:
Click Continue to review the return summary. If everything is correct, click Create Return to finalize. The order status will update to Prepared.
Next steps
Once the return is in Prepared status, consider these actions:
Attach optional documents:
Upload related files, such as invoices, receipts, shipping labels, or proof of delivery. See: How to attach documents to a return
Cancel a return:
If the return was created by mistake, you can cancel it while it's in Prepared status. Learn how: How to cancel a return.
Record refund payments:
Record the payment method used for the refund (e.g., cash, card). For wicadu online store orders, refunds are automatically processed using the original payment method. See: How to record refund payments
Mark the return as delivered:
Once returned products are received or the exchange is completed, update the return status to Delivered.
Verify inventory:
Confirm that the stock reflects the updated levels after the return or exchange.
Common issues
Can't see the Return/Refund button: Ensure the order is in the Delivered state and you have sufficient permissions.
Inventory not updated after return: Verify the return was finalized and marked as Delivered, then check the inventory module.
Refund not recorded for online orders: Confirm the original payment method is still valid in the wicadu online store settings.