How to handle returns that do not require the product to be sent back (Keep the Item)?

If you are selling products that are fragile and they get damaged, or it was opened and you cannot resell it, often it's easier and cheaper to just not require the product to be sent back. 

We call this feature "Keep the Item" and it can be set up under the desired return logic.

Step 1

Go to Settings -> Returns -> Create new logic or simply Edit an existing return logic.

Step 2

After setting up or editing the Return Logic and Conditions sections, scroll down to the Configuration section. Here you'll be able to choose whether or not your customers can Keep the Item, by selecting Yes/No. So when a product gets damaged in shipment, the customers can keep the item, and then you can just go ahead and issue a refund for them!

If during a return request you decide that it would be better for the customer to keep the product, you can create a return for the customer and simply select Instant refund.

How to process an "Instant refund" return?

When processing this type of request you will see that the return process will jump directly from the "Requested" step to the "Controlled" one.

The reason is that this product does not need to be received by the warehouse, and it doesn't need to be processed.

The only step left is just to issue a refund.

How to request a product to be sent back instead?

If you already have a return logic setup for "Keep the Item" but you decide that you would like the product to be sent back, all you need to do is to "Archive" that return request and create a new one on the behalf of the customer.

Now you will be able to request that product to be sent back and even generate a return label for the customer.