User Flows
Return Processing

Return Processing Workflow

This walkthrough follows the complete process of handling a return, from customer request through resolution completion. Understanding this workflow ensures proper handling of returns while maintaining accurate inventory and accounting.

Return Processing Flow

Step 1: Customer Requests Return

A customer contacts you to return an order or report an issue.

Common Reasons:

  • Product doesn't match expectations
  • Wrong size or color received
  • Product arrived damaged
  • Customer changed mind
  • Delivery took too long
  • COD refusal at delivery

Customer Contact Methods:

  • Phone call
  • WhatsApp message
  • Facebook message
  • Email
  • Through courier (COD refusal)

Initial Response:

  • Listen to customer's concern
  • Ask clarifying questions
  • Determine what happened
  • Decide on appropriate resolution

Step 2: Admin Creates Resolution

The admin opens the order and creates a resolution to document the issue.

Creating Resolution:

  1. Admin opens the order in DokanGo

  2. Admin clicks "Create Resolution"

  3. Admin selects appropriate resolution type:

    • Full Return
    • Partial Return
    • COD Refusal
    • Price Adjustment
    • Partial Delivery
    • Exchange
    • Lost in Transit
    • Damaged in Transit
    • Free Replacement
    • COD Discrepancy
    • Admin Cancel Post-Ship

  4. Admin specifies details:

    • Which items are affected (if partial)
    • Adjustment amounts (if applicable)
    • Reason for resolution
    • Customer's explanation

  5. Admin adds notes:

    • Customer's complaint
    • Agreed solution
    • Special circumstances
    • Follow-up actions needed

  6. Admin submits resolution

Resolution Status: Open

  • Resolution is created
  • Investigation phase begins
  • No changes to inventory or accounting yet

Step 3: Admin Selects Resolution Type

The admin chooses the resolution type that matches the situation.

Decision Guide:

Full Return:

  • Customer returns entire order
  • All items come back

Partial Return:

  • Customer returns some items, keeps others
  • Mixed satisfaction

COD Refusal:

  • Customer refused delivery at door
  • COD order only

Price Adjustment:

  • Customer keeps items but negotiates lower price
  • Goodwill discount

Partial Delivery:

  • Courier delivered only some items
  • Others lost or unavailable

Exchange:

  • Customer wants different variant
  • Wrong size/color received

Lost in Transit:

  • Courier lost the package
  • Never reached customer

Damaged in Transit:

  • Items arrived damaged
  • Courier mishandling

Free Replacement:

  • Sending replacement as goodwill
  • Customer keeps original

COD Discrepancy:

  • Courier collected wrong amount
  • Payment mismatch

Admin Cancel Post-Ship:

  • Admin cancels after shipping
  • Fraud detected or error found

Step 4: Admin Specifies Affected Items

For partial returns or specific item issues, the admin specifies which items are affected.

Item Selection:

  1. Admin views all items in the order

  2. Admin selects affected items:

    • Check boxes for returned items
    • Specify quantities (if partial quantity)
    • Note condition (resellable or damaged)

  3. Admin enters adjustment amounts:

    • Refund amount per item
    • Price adjustments
    • Delivery fee handling

Example - Partial Return:

Original Order:
  Item A: 1,000 BDT (keeping)
  Item B: 800 BDT (returning)
  Item C: 500 BDT (keeping)
  Delivery: 100 BDT

Resolution:
  Affected Item: Item B
  Refund Amount: 800 BDT
  Delivery Loss: 100 BDT (not refunded)
  Customer Receives: 800 BDT refund

Step 5: Customer Returns Items (If Applicable)

For returns that require physical items to come back, the customer sends items back.

Return Methods:

Via Courier:

  • Customer hands items to courier
  • Courier returns to merchant
  • Tracking code provided

Direct Return:

  • Customer brings items to store/office
  • Immediate inspection possible
  • Faster resolution

Exchange:

  • Customer returns wrong item
  • Merchant sends correct item
  • May happen simultaneously

Not Applicable For:

  • Price adjustments (customer keeps items)
  • COD refusals (courier brings items back)
  • Lost in transit (items are lost)

Resolution Status: Processing

  • Awaiting physical return
  • Items in transit back to merchant
  • Refund pending inspection

Step 6: Admin Inspects Returned Items

When items arrive back, the admin inspects their condition.

Inspection Process:

  1. Verify Items:

    • Correct items returned
    • Quantities match resolution
    • All components included

  2. Check Condition:

    • Packaging intact or damaged
    • Product condition (new, used, damaged)
    • Resellable or not resellable
    • Signs of use or wear

  3. Document Findings:

    • Take photos if needed
    • Note condition in resolution
    • Determine restocking decision

Condition Categories:

Resellable:

  • Perfect condition
  • Original packaging intact
  • No signs of use
  • Can be sold as new
  • Full inventory restoration

Damaged:

  • Visible damage
  • Packaging damaged
  • Shows signs of use
  • Cannot be sold as new
  • Partial or no inventory restoration

Unsellable:

  • Severely damaged
  • Missing components
  • Unusable condition
  • Write off as loss
  • No inventory restoration

Step 7: Admin Completes Resolution

After inspection and decision-making, the admin completes the resolution.

Completion Process:

  1. Admin opens the resolution

  2. Admin confirms:

    • Items have been returned (if applicable)
    • Inspection is complete
    • Refund amount is correct
    • Inventory restoration decision is made

  3. Admin clicks "Complete Resolution"

  4. System prompts for confirmation

  5. Admin confirms completion

Resolution Status: Completed

  • Resolution is finalized
  • All actions are executed
  • Audit trail is complete

Step 8: Inventory Restored Automatically

When the resolution is completed, inventory is automatically adjusted.

Automatic Inventory Actions:

For Full Return (Resellable):

All items restored to inventory
Stock increases by returned quantities
Items available for sale again

For Partial Return (Resellable):

Only returned items restored
Kept items remain sold
Stock increases by returned quantities only

For Damaged Returns:

Items marked as damaged inventory
Not added to sellable stock
May be written off or sold at discount

For Lost in Transit:

No inventory restoration
Items are lost
Inventory value written off

Example:

Original Order:
  Product A: 2 units sold
  Starting inventory: 48 units

Full Return (Resellable):
  Product A: 2 units restored
  New inventory: 50 units
  Available for sale: 50 units

Partial Return (1 unit damaged):
  Product A: 1 unit restored (resellable)
  Product A: 1 unit damaged (not resellable)
  New inventory: 49 units
  Available for sale: 49 units
  Damaged stock: 1 unit

Step 9: Accounting Entries Created Automatically

The system automatically creates accounting entries to reflect the resolution.

Automatic Accounting Actions:

For Full Return:

Sales Revenue: -2,500 BDT (reversed)
COGS: -1,800 BDT (reversed)
Inventory: +1,800 BDT (restored)
Delivery Loss: +100 BDT (expense)
Cash: -2,500 BDT (refund to customer)

Net Impact: -100 BDT (delivery loss)

For Partial Return:

Sales Revenue: -800 BDT (partial reversal)
COGS: -500 BDT (partial reversal)
Inventory: +500 BDT (partial restoration)
Delivery Loss: +100 BDT (full delivery fee lost)
Cash: -800 BDT (partial refund)

Net Impact: -400 BDT (delivery loss + profit loss on returned item)

For Price Adjustment:

Sales Revenue: -300 BDT (discount given)
COGS: No change (items were delivered)
Inventory: No change (items were kept)
Delivery Loss: No change (delivery completed)

Net Impact: -300 BDT (reduced profit)

For Lost in Transit:

Sales Revenue: -2,500 BDT (reversed)
COGS: -1,800 BDT (but items lost, not recovered)
Inventory: No change (items lost)
Delivery Loss: +100 BDT (expense)
Courier Compensation: +500 BDT (if applicable)

Net Impact: -1,400 BDT (lost inventory + delivery - compensation)

Step 10: Refund Processed (If Applicable)

For resolutions requiring refunds, the admin processes the refund to the customer.

Refund Methods:

For Prepaid Orders:

  • Refund via same payment method
  • bKash/Nagad/Rocket refund
  • Process through mobile wallet
  • Provide transaction ID to customer

For COD Orders:

  • No refund needed (customer never paid)
  • Or partial refund if partial delivery

Refund Amounts:

Full Return:

  • Full order amount refunded
  • Delivery fee NOT refunded (lost)

Partial Return:

  • Returned items' value refunded
  • Kept items' value not refunded
  • Delivery fee NOT refunded

Price Adjustment:

  • Discount amount refunded
  • Customer keeps items

Refund Tracking:

  • Refund recorded in accounting
  • Cash account decreases
  • Refund visible in order history
  • Customer notified of refund

Workflow Complete

The return has been successfully processed from request to completion.

Key Outcomes:

For Customer:

  • Issue resolved satisfactorily
  • Refund received (if applicable)
  • Replacement sent (if applicable)
  • Maintained relationship with merchant

For Merchant:

  • Return documented properly
  • Inventory accurately updated
  • Accounting correctly adjusted
  • Audit trail complete
  • Learned from the issue

For System:

  • All data is accurate
  • Inventory is current
  • Accounting is balanced
  • Profitability correctly calculated

Best Practices

Respond Quickly - Address return requests promptly to maintain customer satisfaction.

Choose Correct Resolution Type - Accurate categorization ensures proper accounting and inventory handling.

Document Thoroughly - Add detailed notes explaining what happened and why.

Inspect Carefully - Check returned items before completing resolution.

Communicate Clearly - Keep customer informed throughout the process.

Process Refunds Promptly - Don't delay refunds once resolution is complete.

Learn from Returns - Analyze return patterns to identify product or service issues.

Be Fair - Balance customer satisfaction with business protection.

Track Delivery Losses - Monitor return rates and delivery losses to identify problems.

Use Fraud Check - Prevent returns by checking customer history before shipping.

Common Scenarios

Scenario 1: Customer Unhappy with Product Quality

  1. Customer calls saying product quality is poor
  2. Admin creates "Full Return" resolution
  3. Customer returns items via courier
  4. Admin inspects: items are fine, customer expectations were unrealistic
  5. Admin completes resolution, marks items as resellable
  6. Items restored to inventory
  7. Full refund processed (minus delivery fee)
  8. Admin notes to improve product descriptions

Scenario 2: Wrong Size Delivered

  1. Customer received Size M, ordered Size L
  2. Admin creates "Exchange" resolution
  3. Admin sends Size L to customer
  4. Customer returns Size M
  5. Admin inspects: Size M in perfect condition
  6. Admin completes resolution
  7. Size M restored to inventory, Size L removed
  8. Additional delivery fee recorded as expense

Scenario 3: COD Refusal

  1. Courier reports customer refused delivery
  2. Admin creates "COD Refusal" resolution
  3. Courier returns items to merchant
  4. Admin inspects: items in good condition
  5. Admin completes resolution
  6. Items restored to inventory
  7. Delivery fee recorded as loss
  8. Admin uses fraud check for this customer in future

Related Topics

Order Fulfillment