Handle returns and exchanges

Brainerce doesn't have a separate returns/RMA workflow with its own return numbers and statuses. Instead, you handle returns through the order's refund, which can put the returned items back into stock in the same step.

Process a return

When a customer asks to return something and you've received the items back:

1. Open the order from Orders.
2. Click Refund.
3. Choose By Items (or Full Refund if the whole order is coming back).
4. Select the items being returned and set their quantities.
5. Keep Restock inventory on so the returned units go back into your available stock.
6. Keep Notify customer on to email them the refund, add a Reason like "Return" for your records, and click Refund.

That's it. The customer is refunded and your stock count is corrected in one action. See Refund an order for the full refund options.

Wait until you've actually received the goods before refunding, unless you're comfortable refunding on trust.

Do not restock is not the same as leaving stock alone

If you turn Restock inventory off, the returned units are recorded as gone, not left on sale. Use it for goods that came back damaged, goods the customer kept, or a goodwill refund where nothing is coming back. If you want the items back on sale, leave Restock inventory on. See what the tick box actually does to your stock.

Returning the same item in two batches

A customer can send part of an order back now and the rest later, and you can refund each batch as it arrives. Brainerce will never restock more units than the line actually had, so a second refund of the same line returns only what is left of it rather than the full quantity again.

Refunding a cancelled order restocks nothing

If you already cancelled the order, its items went back on sale at that point. Refunding it afterwards moves money only, even with Restock inventory ticked. There is nothing to fix; the stock is already correct.

Handle an exchange

There's no one-click exchange, so do it in two parts:

1. Refund the returned item with Restock inventory on (as above).
2. Create the replacement. Place a new order for the replacement item, or send the customer a fresh checkout link for it.

Keeping track

Because there's no built-in return tracker yet, keep the conversation and any return-shipping details in the customer's inquiry thread or your email, and use the refund Reason field to note that it was a return.

What's next?

• Refund an order
• Process an order

Questions about a specific return? Email [email protected].