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Process a customer return and issue a refund
Purpose
So that a returned parcel is handled the same way whoever opens it. This covers a return the customer has already requested and that has arrived at the studio: booking the parcel in, inspecting the item, deciding whether it goes back on the shelf, and issuing the refund in Grevanill. The delivery charge and the payment fee are not refunded, and a refund outside this process needs a supervisor.
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Navigate to http://grevanill.example/
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Click "Orders"
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Click the "Search orders" field
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Type "2152" in the "Search orders" field
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Click "Order 2152"
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Click "Delivery"
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Click "Open return request"
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Check "Tarn glass carafe, Smoke"
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Click "Mark as received"
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Select "As new"
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Select "Return to stock"
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Click "Issue refund"
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Click "Confirm refund"
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Click "Back to order"
Completion Checklist
- Parcel opened and the item checked against the return request
- Return marked as received, so the customer is told the parcel arrived
- Condition recorded honestly, with a photograph if it is anything but As new
- Stock decision made: back on the shelf, or set aside for the studio
- Refund total checked before it is issued, delivery and fee excluded
- Refund reference written on the parcel note and the packaging kept for reuse