Initiate a Return on a Delivered Order (Company)

A Company user may also initiate a return after the order has already been delivered to the customer.

To do this, sign in using Company credentials and navigate to the Shipping section. From the top menu, select Delivered to access delivered orders.

Select the desired order using the checkbox and click Mark as Incidence.

A modal appears requesting the incidence reason. This reason should explain why the return process is being initiated after delivery, such as:

• Damaged shipment
• Delivery issue
• Customer complaint
• Incorrect item received

After confirming:

• The order moves to Returns > Incidence
• The order status changes to Incidence
• The Merchant receives visibility of the return request

The Merchant can open the order under Returns > Incidence, review the reason, and click Confirm Return to proceed.

After confirmation:

• The order moves to Returns > In Progress
• The return shipment process begins

Once the returned package arrives at the warehouse, the Company accesses the order from Returns > In Progress and clicks Confirm Return.

The order is then moved to:

• Returns > Returned
• Status: Returned

The Company can then inspect the returned inventory and choose whether to:

• Restock the items
• Discard the items

All return activity is preserved within the order history and activity log for operational tracking and audit purposes.