Configuring Whether Customers Can Keep Defective Items in WeSupply Return Logic

In WeSupply, you can configure different return logics based on the condition or reason for the return. One of these logics is the “Defective Item” logic, which provides flexible options for how returns of defective products are handled — including whether or not the customer should keep the item.

Why This Matters

Defective item returns can vary based on business policy. In some cases, you may want to let the customer keep the product and simply issue a refund, while in others, you may require the product to be sent back. WeSupply allows you to customize these rules to match your operational needs and customer experience strategy.

How to Configure the Logic for Defective Item Returns

To modify how defective item returns are handled:

1. Navigate to:
   Settings → Return and Warranty Methods → Return Logics
2. Locate the “Defective Item” logic in your list of return rules.
3. Check the setting for “Customer keeps the item”:
   • If Yes is selected, customers will be allowed to keep the item after submitting a return.
   • If you prefer the item to be returned, change the setting to No.
4. Once set to No, additional return options will appear:
   • Apply a restocking fee, if applicable.
   • Choose whether to refund the item, shipping cost, or both.
   • Decide how the return will be handled:
     • By mail using a return label.
     • In-person at a retail location (if you have store locations enabled).
5. Save your changes after configuring your preferences.

This setup ensures that your return flow reflects your company’s policy for defective items, streamlining both the customer experience and internal processes.

If you’d like to update this logic or need assistance with configuration, feel free to reach out to our support team — we’re happy to help set it up based on your needs.