Returns¶

Return is the process of requesting and then bringing back merchandise, from a customer to the merchant, for a refund or exchange. In distance sales like e-commerce returns (especially in the cooling-off period) are required by legislation.

Return Requests (Return Merchandise Agreements)¶

After a registered Customer makes an Order in a Sylius Plus shop, they are able to access it in their My Account section in shop. Each fulfilled (paid and sent) Order has a Returns section, where the Customer can request a Return.

As you can see above, the Customer can choose which items they want to return, what resolution do they expect and provide a written reason, including images as proofs of item damage for example.

There are three resolutions provided out-of-the-box:

refund (give money back to the Customer)
replacement (wrong items ordered, or sent should be replaced by the merchant to other specified by the customer)
repair (the item(s) are damaged and should be repaired by the merchant according to the guarantee)

Customizing the available resolutions¶

In order to remove one of the predefined resolutions:

Removing one of possible resolutions Overwrite the ReturnRequestResolutionsProvider service:

# services.yaml

Sylius\Plus\Returns\Domain\Provider\ReturnRequestResolutionsProvider:
    class: Sylius\Plus\Returns\Application\Provider\StringReturnRequestResolutionsProvider
    arguments:
        - ['refund', 'repair'] # the "replacement" resolution has been removed

In order to add a custom Resolution:

Overwrite the ReturnRequestResolutionsProvider service and add a translation of the new resolution:

# services.yaml

Sylius\Plus\Returns\Domain\Provider\ReturnRequestResolutionsProvider:
    class: Sylius\Plus\Returns\Application\Provider\StringReturnRequestResolutionsProvider
    arguments:
        - ['refund', 'repair', 'size_change']

# messages.en.yaml

sylius_plus:

ui:

returns:

size_change: “Size change”

After the Customer places a Return Request for chosen items they will not be able to place another Return Requests for these items, they although can cancel the Return Request and then place it again.

Tip

Each placed Return Request has a pdf confirmation document on it, that can be downloaded from the return request show page by both administrator and customer.

New Return Requests management¶

Once a Return Request is placed it will become visible to the Administrators of the shop. They will get an email and be able to see it in the Admin panel.

The administrators can manage the return request in state new (newly placed) here:

../../_images/admin_return_request_show.png

As you can see above the Admin can:

change the resolution of the Return Request - if the chosen one cannot be fulfilled, the Customer will get a notifying email
accept/reject the Return Request providing a reasoning to the Customer, the Customer will get a notifying email

A Return Request that becomes rejected can no longer get processed. The Customer needs to open a new one if they still feel the need to return the items.

Accepted Return Requests management¶

After a Return Request gets accepted it can be processed according to the resolution that was chosen.

Refund¶

Return requests that have the refund resolution chosen, have an option to at once accept the return request and proceed to the refunding process with just one button.

If you do not do the refund then, after accepting, the return request management section will look like that:

../../_images/admin_return_request_refund.png

Besides making a refund, you can mark here that a package from customer has been received; or resolve the return request, after which you will no longer be able to process it.

Tip

To learn about the refunding process check the Refunds documentation section.

Replacement¶

Same as for other resolutions you are able to mark returned items as received, make an additional refund, resolving the request.

But also, as you can see in the image above, you can make a replacement Order. This will help you create a new Order with the items requested by the customer. While preparing a replacement Order you can modify the items being replaced, so that you can for example change the size, color, quantity or even send a completely different item. The Order will be free and marked as replacement, so you won’t loose it. This feature let’s you properly track the inventory and new shipment.

Repair¶

Same as for other resolutions you are able to mark returned items as received, make an additional refund, resolving the request, What is specific for return requests of repair type, you are able to the mark repaired items as sent, after you have received them.

API coverage¶

Sylius Plus provides a route that allows accepting or rejecting return request with an API call:

POST /api/v1/return-requests/{id}/accept

The id is an id of return request that we want to accept. Content of the request may contain response of return request:

{
    "response": "Return request confirmed and accepted."
}

POST /api/v1/return-requests/{id}/reject