Processing a Buya return starts with the customer. This article will take you through the entire return process from walking the customer through initiating the return through processing the return and refund in Bravo. Click on the links to jump to each section of the article.
Part 1
Customer Return Process
When a customer needs to return an item that they purchased from your shop through Buya, they will need to initiate the return from their Buya account. The below process is provided in case you need to walk a customer through how to start the return.
Start by having the customer log into their Buya.com account.
From the upper right hand corner of the screen, they should click on their name. This will give them a menu of options. They should select My Orders.
They should now see a list of their orders. They should select the button that says Return Item on the appropriate order.
If the Return Item button is missing, it is likely because the return period has expired for the item.
Once they click on Return Item, they will be brought to Create Return Request.
To the left, they will select the reason for the return as well as adding notes to the store.
To the right, they are provided information on refund timing as well as shipping. Buyers will need to pay for their own return shipping.
First they will need to select the Reason for Return from the drop down menu.
Many of the reasons include a note to have them contact the store.
In the above example, the customer has selected Missing Parts of Accessories. There is a note letting them know that they can contact the store to see if another arrangement can be made (partial refund, etc) for the missing pieces. This saves them the hassle of having to return and wait for a full refund, and it saves the store the expense of having an item come back.
This is not mandatory, and it is up to your store what if any concessions you are willing to make on the item.
Once they select their return reason, they will want to put in notes that details the issue. Then they should select Return Item.
They will now see a confirmation page.
From the Return Confirmation page, the customer will need to click Print Return Labels.
The top portion of the page should be included in the return package. They can cut the bottom portion to tape to the outside of the package as their shipping label.
The Return Label once again reminds the customer that they will need to pay their own shipping.
The customer will also receive an email advising them of the return.
The customer should now send in their package and wait for the store to process their refund.
Part 2
Processing Web Returns in Bravo
Once a return request is initiated by the customer, Bravo will show it in the Web Returns Screen. You should not process the return until you have received the item back from the customer.
Once a return is received, click on Web Returns from the Task section of the Bravo Dashboard. Alternatively, you can go to eCommerce on the right, and using the drop down, select Web Returns from there.
Once on the eCommerce Web Returns screen, enter the Return Authorization number from the customer's packing slip. The slip also has a bar code that can be scanned instead.
If you double click on the return, you will still need to enter the return number.
The return number is also listed to the left side of the screen.
Once you have entered the return number, you will be taken to the Receive Return screen.
If you are giving the customer a partial refund, you can adjust the refund amount by clicking on it under Amount to Refund.
You should select which type of refund you are giving the customer.
- A Standard Refund includes the item price and sales tax only.
- A Full Refund includes the item price, the sales tax, and any shipping that was paid.
- Once you have the details entered, click Complete Refund.
If you have FortisPay (formerly known as BlueDog) the amount will transfer back to their account when you complete this process. "Visa" will be replaced with whatever card the customer used. Hitting Yes will process the transaction. Hitting No will take you back to the previous screen.
If the customer paid using PayPal you will see a similar screen, but it will mention "Web PayPal" instead. Regardless of whether the customer used a card through PayPal or their direct PayPal account. The customer will see the money arrive back on their PayPal account. Hitting Yes will process the transaction. Hitting No will take you back to the previous screen.
You will be directed to the Transactions screen.
You can verify the details of the return, but you cannot make changes. You will need to click Cancel if you need to make changes.
Click Next.
The Tender Screen shows the total amount of the refund, including any tax or shipping. Depending on the sale type, the refund can go either to PayPal or back on the customer's card if you have the FortisPay integration.
Store Credit cannot be issued on Web Refunds.
Click Save.
Returns require a manager approval. If you have the required security to complete a refund, enter your Login and Password. Otherwise, you will need to request approval from your manager.
Bravo will now print out an item label so that the returned item can be easily identified.
The return is now complete. The refund will be processed automatically through PayPal or FortisPay. The customer will receive an automatic notification from Buya showing that their refund was processed.
If the return has already been processed through Paypal first, the customer will NOT receive another refund.
If the item is sellable, it can now be priced and placed back into Inventory. You can find the item in the Items Waiting to be Priced section of the Inventory screen.