Agent WranglersECM-33Recommended
Accept returns per order line
Let buyers return any line or quantity of a line through a return request on their order page. Track each returned unit from request to received, inspected and restocked or written off.
How to do it
Buyers send back one size of three, not whole orders. A return request names the lines and quantities, the reason from a fixed list, and how the parcel travels back. Create a return label when you pay for returns. Receive the parcel against the request, inspect it, and record its condition. Put sellable units back as a returned stock movement, as Keep one writer for each stock count says. In the EU, Article 13(3) of the Consumer Rights Directive lets you withhold the refund until the goods come back or the buyer proves sending. The buyer pays only for loss of value from handling beyond what a shop would allow, under Article 14(2).
How to check
A test returns 1 of 3 units on one line of a two-line order. Only that unit moves to returned, the stock rises by 1 after inspection, and the other lines keep their state.
Sources
Related rules
- ECM-6 Keep one writer for each stock count in E-commerce and fulfilment
- ECM-35 Handle guarantee claims apart from returns in E-commerce and fulfilment
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