Return center

Shoporama's Return Center allows your customers to request returns directly from your online store. You handle returns from the administration where you can approve them, create credit notes and keep track of inventory.

Activate the returns center

The return center needs to be activated under Settings → Online shop → Return center. Once activated, your customers will have access to a returns page on your online store.

How it works for the customer

1. The customer visits the returns page on your online store
2. The customer enters their order number and email address to find the order
3. The system displays the items that can be returned
4. The customer selects which items to return and enters a reason for each item
5. The customer optionally selects return shipping (depending on your settings)
6. The return is created and the customer receives a confirmation

Handling returns in the administration

All returns are shown under Orders → Return Center in the administration. Here you can:

• See an overview of all returns with status (new or completed)
• Search for returns by phone, email or order number
• Filter by status
• See if it's a full or partial return
• Export returns to CSV

Approval and credit note

Once you have received the returned items, you can approve the return:

1. Open the return from the list
2. Review the returned items and adjust the amount if necessary
3. Choose if the items should be put back in stock
4. Optionally add a comment or internal note
5. Click Approve and create credit note

The system will automatically create a credit note (negative order amount) linked to the original order. The return will be marked as completed.

Freight handling for returns

Shoporama calculates shipping on the credit note differently depending on whether the customer returns the entire order or only part of it. The rules follow Section 22 of the Consumer Contracts Act and EU Directive 2011/83/EU on consumer rights.

Full return

For a full return (all items from the order are returned in the same return) Shoporama will refund:

• All the price of the goods
• The original shipping cost - because the customer does not end up receiving the goods

The customer pays the return shipping (the cost of sending the items back to you).

Example calculation: An order of $148 (including $39 in original shipping) is returned in full. The return shipping from your settings is $49. The credit note will be:

• Products refunded: 109 kr
• Original shipping refunded: 39 kr
• Return shipping (customer pays): -49 kr
• Customer receives: 99 kr back

Partial return

For a partial return (the customer keeps one or more items from the order), Shoporama only refunds the value of the returned items, minus the return shipping. The original shipping is not refunded because it is assumed to cover the items the customer keeps.

Legislation

When canceling a purchase, according to Section 22(1) of the Consumer Contracts Act, the trader must refund all amounts received from the consumer, including any delivery costs. According to section 24, the consumer pays the direct costs of returning the goods.

Shoporama's returns center handles this automatically: for full returns, the original shipping costs are refunded and the return shipping costs are deducted. You don't have to do the math yourself - but you can always adjust the amount manually on the credit note before approving it if a case requires it (e.g. if the customer has chosen a more expensive delivery method than standard, or in case of documented abuse of the right of withdrawal).

How the calculation is shown in admin

When you open a return in the returns center, Shoporama displays a price table with each item separately, so you can follow the calculation:

• Original price - the full order price including shipping
• Return - total value of the returned products
• Original shipping refund - only shown for full returns
• Return freight - the return freight the customer has to pay
• Refund - the final amount refunded

Automatic return labels

If you use PostNord or GLS as your shipping provider, Shoporama can automatically create return labels. Enable the feature in the return center settings:

• Automatically create return labels - The system generates a return shipping label via your shipping provider's API
• Send to customer automatically - The return label is sent as a PDF attachment to the customer's email

Settings - Settings

Under Settings → Online Shop → Return Center you can configure:

• Return shipping - Choose a fixed shipping method for returns or let the customer choose
• Return price - Set a fixed price for return shipping (overwrites the shipping provider's standard price)
• VAT-free return shipping - Specify if the return shipping should be VAT-free
• Replenish stock - Choose if returned items should be automatically restocked upon approval
• Use calculated prices - Use prices with allocated discounts instead of unit prices
• Automatic return labels - Create and send return labels automatically

Email notifications

The Return Center automatically sends emails in the following situations:

• To you - When a customer creates a new return, you receive an email with details about the order and the returned items
• To the customer - When you approve the return, the customer can receive a confirmation with the refund amount
• Return label - If automatic return labels are enabled, a PDF label is sent to the customer

Return statistics

Under Statistics → Returns you can see which products are returned most often. This helps you identify problematic products, such as items with incorrect size guides or misleading images.

If you have any questions about the returns center, feel free to contact us at support@shoporama.dk.