Managing Refunds and Exchanges in WeSupply

If refunds and exchanges are not being processed automatically when creating RMAs via the admin flow, this is due to the way return rules are applied in WeSupply. This article explains the differences between the customer flow and admin flow, and provides a recommended approach to streamline your refund and exchange processes.

Why Refunds and Exchanges Differ Between Flows

The customer flow and admin flow in WeSupply handle returns differently:

• Customer Flow:
  • Refunds are processed automatically when the return package starts tracking.
  • Return rules (e.g., automatic refunds) are applied as configured.
• Admin Flow:
  • Refunds and exchanges are not processed automatically.
  • Return rules are not applied, allowing for manual adjustments (e.g., applying discounts).

This distinction ensures flexibility for admins while maintaining automation for customer-initiated returns.

Recommended Approach for Refunds and Exchanges

Step 1: Use the Customer Flow for Refunds

To ensure refunds are processed automatically, have customers initiate returns through the customer flow:

1. Customer Initiates Return:
   • The customer requests a return through the WeSupply returns portal.
2. Automatic Refund:
   • Once the return package starts tracking, the refund is processed automatically based on your return rules.

Step 2: Use the Admin Flow for Exchanges

For exchanges or returns requiring manual adjustments (e.g., applying discounts), use the admin flow:

1. Create RMAs via Admin Flow:
   • Navigate to the Returns section in your WeSupply dashboard and create RMAs manually.
2. Manually Confirm Package Reception:
   • Once the return package is received, manually select Confirm Package Reception.
3. Create Exchange Orders:
   • Process exchanges manually to ensure discounts or other adjustments are applied correctly.
4. Issue Refunds Manually:
   • If a refund is required, issue it manually through your e-commerce platform or WeSupply dashboard.

Key Benefits of This Approach

• Automated Refunds: Refunds are processed automatically for customer-initiated returns, reducing manual effort.
• Flexibility for Exchanges: The admin flow allows for manual adjustments, ensuring discounts and other rules are applied correctly.
• Streamlined Workflow: Separating refunds and exchanges by flow helps you manage returns more efficiently.

Key Considerations

• Return Rules: Return rules (e.g., automatic refunds) only apply to the customer flow, not the admin flow.
• Manual Tracking: Keep track of exchanges and refunds processed via the admin flow to ensure timely completion.
• Customer Communication: Clearly communicate return policies to customers to avoid confusion.

Need Further Assistance?

If you have questions about managing refunds and exchanges or need help configuring your return settings, our support team is here to assist you. Reach out to us for personalized guidance!