Troubleshooting Ineligible Returns in WeSupply

If customers are unable to initiate returns because their orders are marked as ineligible, the issue may be related to your return window settings or tracking configuration. This article explains how to resolve this issue and ensure customers can easily request returns.

Common Symptoms

• Orders are marked as ineligible for return in the WeSupply portal.
• Customers cannot initiate returns, even for delivered items.
• Admins must manually process returns on the backend.

Why This Happens

The issue often occurs when the Return Window Start Date is set to Item Delivery Date, but the tracking solution is not enabled in WeSupply. Without tracking, the system cannot verify delivery statuses, leading to incorrect eligibility determinations.

How to Resolve the Issue

Step 1: Enable Returns for Unfulfilled Orders

To allow returns for orders that may not have a verified delivery status, follow these steps:

1. Log in to Your WeSupply Account:
   • Navigate to Settings > Returns and Warranties > Advanced Settings.
2. Enable the Option:
   • Toggle on the setting for Allow Returns for Unfulfilled Orders.

This ensures that customers can initiate returns even if the delivery status is not confirmed.

Step 2: Change the Return Window Start Date

To simplify return eligibility, switch the Return Window Start Date to Order Date instead of Item Delivery Date. Here’s how:

1. Go to Return Settings:
   • Navigate to Settings > Returns and Warranties.
2. Update the Return Window Start Date:
   • Change the setting from Item Delivery Date to Order Date.
3. Save Changes:
   • Confirm the update to apply the new settings.

By using the Order Date, the return window will begin when the order is placed, eliminating the need for delivery status verification.

Step 3: Test the Changes

After updating the settings, test the returns process to ensure orders are now eligible for return:

1. Initiate a Test Return:
   • Have a customer or admin attempt to initiate a return for a previously ineligible order.
2. Verify Eligibility:
   • Confirm that the order is now marked as eligible and the return process works as expected.

Key Considerations

• Tracking Solution: If you want to use Item Delivery Date as the return window start date, consider enabling the tracking solution in WeSupply to verify delivery statuses.
• Clear Communication: Inform customers about your return policy and eligibility criteria to avoid confusion.

Need Further Assistance?

If you continue to experience issues with return eligibility or need help configuring your settings, our support team is here to assist you. Reach out to us for personalized guidance!