Handling Additional Returned Items Not Received on WeSupply Labs Platform for Shopify & BigCommerce

Occasionally, customers may indicate they have returned additional items from their order, but these items are not received by the store. In this article, we will discuss the steps to handle such situations on the WeSupply Labs platform, especially for BigCommerce/Shopify stores.

Note: Slit return processing is currently available for Magento stores.

Step 1: Assess the Situation
First, confirm the items that have been returned and compare them with the items the customer claims to have sent back. If there is a discrepancy, it's essential to address it promptly.

Step 2: Choose a Course of Action
Currently, there are two courses of action to handle this situation on the WeSupply Labs platform for BigCommerce stores:

Option 1: Inform the Customer and Wait for All Items
- Inform your customer about the missing items and ask them to return the remaining items.
- Once all items are received, proceed with processing and refunding the current return request.

Option 2: Reject the Current Request and Initiate New Returns (Recommended)
- Reject the current return request.
- Initiate a new return as an admin for the items you have actually received, and then proceed with refunding.
- Initiate another return request for the missing items and notify your customer to ship those as well.

Step 3: Communicate with the Customer
Regardless of the chosen course of action, it's crucial to maintain clear communication with the customer. Inform them about the situation and the steps being taken to resolve it. This will help maintain a positive relationship and ensure customer satisfaction.

Step 4: Monitor the Situation
Keep track of the returned items and any additional communication with the customer. This will help ensure a smooth resolution and prevent any further issues.

Step 5: Process Returns and Refunds
Once all items have been returned, process the returns and issue refunds accordingly. Make sure to follow your store's return and refund policies to maintain consistency and fairness.

Conclusion: Handling additional returned items not received can be a challenging situation for both the store and the customer. By following the steps outlined in this article, you can effectively address the issue and maintain a positive customer experience on the WeSupply Labs platform.