Administration
The return that starts on the phone.
When a customer calls or writes a mail, your team creates the return shipment itself: in one window, at the order, with a reason per product, a message and a label right away if you like. Afterwards the customer sees it on the page of the return like one created by the customer.
In the adminOrders › Return shipments › Create return shipment
Three ways into the window
Three places with “Create return shipment”
All three open the same window. They are only there for users with the permission of the return shipments.
In the list of the return shipments, at the top right, and in the empty state of list and dashboard. The window starts with the search for the order.
In the order list of Shopware, in the menu “…” of every row. The window opens right away for this order, above the list.
At the order, in the tab “Return shipments” in the head of the card. Here too the window opens for this order; more on the tab in the chapter On the order.
From the list: search the order first
Coming from the list of the return shipments, the window first asks which order it is about. It searches shortly after the last key.
- 1
Type order number, name, company or email address of the customer into Search order, for example “Mustermann”. Every word must fit.
- 2
The table shows the ten newest matching orders; “Open” says how many pieces can still go back. Click the order number, here 11169.
- 3
An order without open pieces stands in grey with “none” and cannot be chosen.
- 4
After the choice Other order leads back to the search.
Products, reason and procedure
Which products go back, how many and why
Max Mustermann calls: the knit sweater Fjell in M is too large, he would like L. The window shows the order at the top and every position below.
- 1
Check order, customer, order date and sales channel at the top.
- 2
Tick every product that goes back. Below the name are product number and “1 of 1 open”; pieces in other return shipments are deducted already.
- 3
Enter the Quantity, from 1 to the open pieces; 1 is preset.
- 4
Choose the Reason, required for every product chosen. The reasons for all sales channels and those of the sales channel of the order are offered.
- 5
If needed, choose the Procedure, here “Exchange for another size”. It is optional and preselects the compensation at the check later. The column is only there when “Ask for the procedure” is on.
Warnings instead of locks: when the customer would not be allowed
In the admin the rules for customers are only a notice. If the deadline has passed or a product is excluded for customers, the window says so, and you create the return shipment anyway. The server checks the open pieces once more on saving, so no piece goes back twice.
The yellow warning starts with “A customer could not return this:”, names the reason in bold, here “The deadline for return shipments has passed.”, and ends with “In the administration it can be created anyway.”
A product excluded for customers carries “excluded for customers” and can be chosen here; the blue notice above says so.
A product without open pieces stands in grey without a tick, with the return shipment it is in already, here “in return shipment 50198”.
| Warning | When it shows |
|---|---|
| The extension is switched off for the sales channel. | “Offer return shipments” is off for the sales channel |
| The order status is not enabled for return shipments. | the order does not fit the order states of the conditions |
| The customer group is not enabled for return shipments. | the customer is in none of the customer groups chosen |
| The country is not enabled for return shipments. | neither billing nor delivery address is in a country chosen |
| The order has a return shipment already. | only with “Allow a maximum of one return shipment per order” |
| The deadline for return shipments has passed. | the deadline of the order is over |
| All open products are excluded from return shipments. | every position with open pieces is excluded for customers |
The chapters Who may return and Deadlines show which conditions apply to customers.
Not even in the admin do these go back, without a tick and with the reason below the name:
- positions that are no standard product of Shopware: “standard products of Shopware only”; sets of the set configurator do go back,
- a bought, chargeable label: “bought label”,
- digital products: “download”.
Message, label and approval
Choose message, label and mail, then create
Below the positions you set what the customer receives. The message then stands as the first message of the shop at the return shipment and in the mail “Return shipment created”, for example “As agreed on the phone: we exchange the sweater for size L. The label comes with this mail.”
- 1
If needed, write the Message to the customer; it is optional.
- 2
Under Label choose DHL or UPS, by default it says “No label”. The area only exists when a carrier is switched on and has credentials for the country of the delivery address.
- 3
Under Packages choose how many labels are made, 1 to 5.
- 4
Send the label to the customer by mail is on: the label comes with a mail of its own, “Return label”.
- 5
Approve right away stands there when the sales channel asks for an approval, and is set. Without the tick the return shipment waits and the area “Label” is locked; the label then comes under “Labels and documents”.
- 6
Inform the customer by mail sends the mail “Return shipment created” with the message. This mail never carries labels.
- 7
Click Create return shipment. The button can be chosen as soon as a product with a valid quantity and reason is chosen.
After creation: the new return shipment opens
The message names the number, for example “Return shipment 50292 created.”, and the new return shipment opens. It starts in the status with the lowest position, with the statuses that come with the plugin in “Open”.
- The head card says “created in the administration”; reason and procedure are stored at the position in the language of the order.
- The label is made in the name of the user. If it fails, the return shipment is created anyway, and the warning says it can be created again under “Labels and documents”.
- The history starts with “Return shipment created”, with a pending approval with “waiting for approval (without “Approve right away”)”.
- The admin does not ask the checklist; it only applies to customers in the shop.
- With an error nothing is written, for example when fewer pieces of a product are open than chosen.
Common questions
Can I create a return shipment when the deadline has passed?
Yes. In the admin deadline, order status, customer group, country and excluded products are only a warning. The window says what would not fit for the customer and creates the return shipment anyway.
Does the customer get a mail when I create the return shipment?
With the tick “Inform the customer by mail” the customer gets “Return shipment created” with your message. A label comes with a mail of its own when “Send the label to the customer by mail” is on.
Does a return shipment created in the admin need an approval?
Only without “Approve right away”. The tick stands there when the sales channel asks for an approval and is set at first.
Can I send a DHL or UPS label right away?
Yes, when the carrier is switched on and has credentials for the country of the delivery address. Under “Packages” you choose up to five labels.
Can a product go back twice?
Only as many pieces as are still open. Pieces in other return shipments are deducted, whatever their status, and the server checks this once more on saving.
Does the window ask the checklist?
No. Only the customer confirms the checklist when creating in the shop.
Can digital products be taken back in the admin?
No. Downloads, bought labels and positions that are no standard product of Shopware stand without a tick in the table. Sets of the set configurator do go back.
More chapters