Customers can edit previously requested returns as long as the item hasn’t been sent back to the store. This feature allows for greater flexibility, enabling customers to modify their return type, such as switching from a refund to an exchange or opting for store credit.
How It Works
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Accessing the Portal
Customers can enter the portal using their order number. Depending on your store’s settings, they may also need to enter their email address for verification.
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Viewing Previous Returns
Once logged in, customers can see a list of their previously requested returns under the “Related returns” section. Here, the return requests are displayed with an option to edit.
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Editing a Return Request
Step 1: Click on the return you wish to modify.
Step 2: A confirmation pop-up will appear, asking, “Are you sure to edit?” This first pop-up warns customers that entering edit mode will remove the previous return request.
Step 3: After confirming, a second pop-up appears to reconfirm this action. By clicking again, customers finalise their intent to edit.
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Return Deletion and Re-Entry:
Once the edit is confirmed, the existing return request (RMA) is marked as Deleted. The customer is then free to go through the return process again, where they can change the return type to their preferred option: refund, exchange, shop now credit, or shop later credit. As the customer has already received a label, a new label will not be generated. Instead, the customer will receive the same label as before.
Important Notes
- Return Status: Editing is only possible if the return has not yet been sent back to the store.
- Confirmation Steps: The double-confirmation pop-up ensures that customers are aware of their actions, helping prevent accidental deletions.
Swap Dashboard
The previously requested return will be marked Deleted in the Swap Dashboard. A new RMA will be opened with the requested change:
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