Returns and complaints — how to run them from A to Z

Easyitem has no separate returns module. A return is a process built from three things you already know: statuses, order settings and automated actions. That is deliberate — a return travels the same path as an order and you see it in the same place.

The recipe the panel itself suggests: create a suitable status in the order list, then create an automated action for the event of a credit note being issued, a payment refund (Allegro) or a commission refund request.

Step 1 — statuses

In Orders → Statuses add statuses describing your return process, for example: To return, Return accepted, Return rejected, Payment refunded. You can gather them into one group to filter the whole family at once.

Step 2 — return settings

In Orders → Settings → Returns there are three tabs:

• Return card settings — you choose which statuses open the return card.
• Return reasons — a list of reasons, each with a type: Return, Exchange or Repair.
• Return forms — the form template for the buyer, assigned to order sources.

Step 3 — automation

Automated actions include a separate group of ten "Returns" triggers (return form created, payment refunded, commission refunded, quantity or price changed in the form, and more) and eight actions: create or modify a return form, create a credit note from the form, accept a return, send a return rejection, plus three Allegro ones — refund payment for an item, refund commission for an item and refund commission for the whole order.

A complaint is not a separate process. It is the same form with a reason typed as Repair or Exchange. The name "Returns" hides it, but that is where you handle it.

Returns also appear in Statistics as a separate metric and as the second line on the daily chart.