Returns overview
You can find the returns overview under Customers → Returns. Here you can search specifically for individual returns, filter to display only returns with a certain status, or create new returns.
In addition to the columns displayed by default, you can display a variety of additional columns, such as the customer group, the subshop, or the number of items included in the return.
Create a new return
Two entry points are available for creating a new return:
Open the relevant order, switch to the Returns tab, and click the Create new return button there.
Alternatively, click Create new return in the returns overview, select the desired order for which you want to create a return in the window that opens, and then click Create return.
Note: Only orders that contain at least one item that has been shipped and can therefore also be returned are displayed.
Regardless of which entry point you chose, the Return window then opens, where you can add line items to the return, add attachments, and add comments regarding the return.
The return is initially in the New status, and the default return warehouse, which you defined in the backend under Products → Warehouse → Warehouse management, is pre-selected as the destination warehouse for the return.
Clicking the Add line items button opens another window in which you can select which order line items you want to add to the return.
Here you will see all previously shipped items from the order that have not yet been returned. Use the checkboxes on the left to select which items were returned, and confirm your selection with Add selected.
Back in the Return window, you will now see the selected items. By default, the quantity of returnable units per item is used for the quantity in the Returned field. This can be adjusted if only part of the items were sent back. You can also write off returned items if they are damaged. These items will then no longer be added back to the physical stock. To do this, enter the desired quantity in the Written off field.
Once all quantities are set correctly, save the return. The status of the return now changes to Received, and the physical stock levels are adjusted according to the items that have been restocked.
Note: Once the return reaches the Received status, the destination warehouse can no longer be changed. Subsequent adjustments to the returned or written-off quantity will therefore always affect this warehouse.
When the status changes to Received, a pop-up also opens to confirm receipt of the return to the customer by email. You can customize the email template provided for this in the backend under Settings → Email templates → User emails → PickwareReturnReceivedNotice.
Below you will find this step once again as a video tutorial:
Cancel returned line items
Once the return is in the Received status, you can optionally cancel the returned line items and refund them in the form of a cancellation invoice. To do this, click Perform cancellation in the Return window. The Cancel line items window opens, which is explained here. In this case, the return is already pre-selected for cancellation and refund.
Complete a return
To move the return to the Completed status, e.g. once the due refund has been issued to the customer, click the Complete return button in the Return window.
When the status changes to Completed, a pop-up opens again to confirm the completion of the return to the customer by email and to send them the cancellation invoice. You can customize the email template provided for this in the backend under Settings → Email templates → User emails → PickwareReturnCompletedNotice.
You can also complete returns via the returns overview under Customers → Returns. The advantages here are that you can filter returns by status and complete multiple returns at once.
Note: Any refund of the amount paid, as well as an automatic change to the payment status, is not handled by Pickware ERP. Likewise, the payment status has no effect on the return process.
Delete returns
Once a return has reached the Cancelled or Completed status, it can no longer be changed afterward, but only deleted entirely. You can delete a return via Customers → Returns in the returns overview, or within the order in the Returns tab, in each case using the red delete icon. In this case, all stock changes made as part of the return are also automatically reversed. If you have already generated a cancellation invoice for the return and want to delete it as well, you must remove it manually in the Documents tab of the order.