Returns
How to process product returns, select return reasons, and manage the return workflow.
What is a Return?
A return is when a customer brings back products from a completed order. Returns track which items were returned, why, and how the refund should be processed.
Return Types
Cashvio supports three types of returns:
| Type | Description |
|---|---|
| Return & Refund | Physical return of products + refund to customer |
| Return Only | Physical return of products, no refund issued |
| Refund Only | Refund to customer without requiring physical return |
When creating a return, you select the appropriate type based on your business needs and the customer's situation.
Creating a Return
Returns are created from a specific order:
- Open the Order Details page for the order you want to return items from.
- Click Create Return.
- Select the items to return:
- Check the items the customer is returning
- Enter the quantity being returned for each item
- Select a return reason for each item
Return Reasons
When creating a return, you must select a reason for each item. The available predefined reasons are:
| Reason | Description |
|---|---|
| Changed Mind | Customer decided not to keep the product |
| Wrong Item | A different product was delivered |
| Defective | Product has a manufacturing defect |
| Damaged | Product was damaged during delivery or handling |
| Not as Described | Product does not match its description |
| Size/Fit Issue | Wrong size or does not fit |
| Quality Issue | Product quality is below expectations |
| Duplicate Order | Customer accidentally ordered twice |
| Missing Parts | Product is incomplete or missing accessories |
| Expired | Product has passed its expiry date |
| Other | Any other reason (add a note) |
Non-Restock Reasons
When processing a return, you can mark items as non-restockable if they cannot be returned to inventory. The available non-restock reasons are:
| Reason | Description |
|---|---|
| Damaged | Item is too damaged to resell |
| Defective | Item has defects that prevent resale |
| Expired | Item has passed its expiry date |
| Contaminated | Item has been contaminated and cannot be resold |
| Compensation | Item given as compensation to customer |
| Customer Kept | Customer kept the item despite return request |
| Quality Issue | Quality issues prevent resale |
| Packaging Damaged | Packaging is damaged and item cannot be resold |
| Non-Trackable Inventory | Item is not tracked in inventory system |
| Other | Any other reason (add a note) |
- Review the return summary.
- Click Submit to create the return.
Managing Returns
Go to Sales > Returns (or المرتجعات) in the sidebar to see all returns.
The returns list shows:
| Column | Description |
|---|---|
| Return Number | Unique identifier for the return |
| Order Number | The original order |
| Customer | Who is returning the items |
| Status | Pending, Approved, Rejected, or Cancelled |
| Date | When the return was created |
| Amount | The return value |
Return Statuses
| Status | Meaning |
|---|---|
| Pending | Return created, waiting for review |
| Approved | Return accepted, items will be restocked |
| Rejected | Return was denied |
| Cancelled | Return was cancelled |
Approving or Rejecting a Return
- Open the return details.
- Review the items and reasons.
- Click Approve or Reject.
When a return is approved:
- The returned items' inventory is restored (if inventory tracking is enabled and items are marked as restockable)
- Items marked with non-restock reasons are not added back to inventory
- A refund can be issued from the return or order details (if the return type includes refund)
Note
Returns and refunds are separate actions. Approving a return does not automatically issue a refund. You need to create a refund separately if you want to return money to the customer.