Центр помощи Products and orders
Returns and refunds
How a customer requests a return, how staff approve it, how the money goes back and what happens to the stock.
The customer's side
Every delivered order shows a Request a return action in the customer's account for 14 days after delivery (the statutory withdrawal period in Turkey). The customer picks the items and a reason; the request appears in the admin panel.
The return flow
| Step | Who | What happens |
|---|---|---|
| Requested | Customer | Items and reason chosen |
| Approved or rejected | Staff | The customer is notified either way |
| In transit | Customer | Items on their way back |
| Received | Staff | Items checked; resellable items go back into stock |
| Refunded or exchanged | Staff | Money returned, or a replacement order created |
| Closed | Automatic | Nothing further to do |
The customer sees each step in their account and receives a notification for every change.
Refunds
- Card payments are refunded through the payment provider from the order screen. Partial refunds are supported: only the returned items plus their share of shipping and discounts.
- Bank transfer and cash on delivery have no provider to call: staff transfer the amount to the customer's IBAN and mark the refund as completed on the order.
- A refund can never exceed what was actually collected for the payment.
- Every refund is recorded against the payment; the order's payment status becomes partially refunded or refunded.
Invoices
A refund triggers a refund invoice (or a cancellation) through your e-invoice integrator. See Taxes and invoices.
Stock
Items marked resellable on receipt increase the stock again; damaged items can be moved to a non-selling location. Both are visible in the stock history.
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