Create a return or duplicate an order
Make a reverse order from a delivered one, or copy an order to create a similar one in seconds.
- Your role has the Create order permission.
Open the row menu of the order
On the Orders page, find the order you want to return or copy. For a delivered order you can also press Create return at the top of its side panel.
| Order | Merchant | Recipient | Status | |
|---|---|---|---|---|
| ORD-004815Ref AN-9981 | Al Noor ElectronicsNext day | Hind Al-Otaibi+966 50 222 3344 | Delivered | 1 ⋯ |
- Press ⋯ on the order.
- Create return makes a reverse order from this delivered order. It is there only for delivered orders.
- Duplicate opens Create Order already filled in with this order’s details.
Create a return
Choose Create return. Create Order opens as a reverse order.
3 Pickup · the customer
4 Drop-off · the merchant
Summary
5Linked order ORD-004815- Reverse. The title reads “New return” and the order is a reverse order. You can also start a reverse pickup yourself by switching to Reverse. Reverse orders are always domestic, and only Reverse package rules are offered.
- The return banner says which order this is a return for and when it was delivered.
- Pickup is the customer. Filled in from the delivered order.
- Drop-off is the merchant. Choose which of the merchant’s locations the parcel goes back to.
- Linked order. The return and the original order are linked to each other, both ways, in their history.
Describe what is coming back
Tell the driver what to bring back, then create the return.
Items coming back
- What is the customer returning? Required. Free text, filled in from the original order. Remove what the customer keeps.
- Inspection. Tick it and the driver takes photos at pickup and confirms the items match.
- Collect from customer at pickup. An optional amount, for example a return fee. The courier never pays out refunds.
- Paid by. Who pays the delivery charge for the return: the merchant at drop-off or the customer at pickup.
Or duplicate the order
Choose Duplicate to open Create Order already filled in.
Merchant & pickup
Recipient & package
- Merchant and pickup are copied from the original order.
- Recipient and package are copied too, and so are the service and charges. Change whatever is different.
How a return is charged
A return is priced from the forward order’s package rule and charged to the merchant. In Settings › Orders you choose when the charge is taken. If the order is delivered after all, the return charge is reversed and the order is billed as a normal delivery.
Return charge
- Deducted at the next settlement. The return charge is taken from the merchant’s next settlement. This is the default.
- Collected at drop-off. The return charge is collected when the parcel is dropped off.
Screens are simplified drawings with sample data. Your portal may look a little different, but the names and steps are the same.
Common questions
Can I return an order that is not delivered yet?
Create return is for delivered orders. For an order still on the road, see “Update status, assign drivers and scan”.
Does the courier refund the customer?
No. Refunds are between the merchant and the customer. A return only brings the parcel back.
Can I choose which items come back?
Describe them in your own words, and remove what the customer keeps.