Customer return and refund requests are handled from the Returns screen in OMS. You can record the return reason, refund amount, and how the stock should be handled in a single operation, and the entire process remains in the timeline.

Receiving a return

• Open the target order and select "Register Return"
• Specify the item and quantity being returned (the whole order or just part of it)
• Select the return reason (e.g., defective item, wrong image, incorrect order, late delivery)
• Enter detailed comments as needed

Setting the refund amount

You can either manually enter the refund amount for the return, or confirm and finalize the amount automatically calculated from the order total.

• You can choose how shipping and handling fees are treated (included in or excluded from the refund)
• Partial refunds (for partial returns) are also supported
• Once the refund amount is finalized, it is recorded in the timeline

Returning stock (WMS integration)

When returned items are put back into stock, they are processed as a WMS receiving transaction.

• Selecting "Return to Stock" sends a receiving request to WMS
• Specify the condition of the returned item (sellable or defective) to determine the destination location
• Items returned as defective can be stored in a location separate from sellable stock

Processing the refund

For orders paid by credit card, refunds can be processed via Stripe. For orders paid by bank transfer, create the refund record in OMS and handle the actual transfer separately.

• Stripe refund: from the order details, select "Process Refund" to send a refund request to Stripe
• Bank transfer: mark the refund record as "Processed" — the actual transfer is handled by accounting

Recorded in the timeline

Every action — registering the return, processing the refund, and returning stock — is recorded in the timeline as an immutable log. This lets you check afterward who made which decision and when, and serves as evidence for handling customer complaints.

Related articles: What Is Order Management (OMS)? | Order Confirmation and Approval | Receiving and Shelving