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.

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 distributed 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.