Returns

Open Commerce → Returns. Every return request on an order lands in this queue.

The queue

The header shows open returns this month, total refunded, and the restock rate. A streak banner tracks whether requested returns are answered within 24 hours.

Stage tabs filter the worklist:

All → Requested → Approved → In transit back → Received → Refunded → Rejected

Each row shows the return number, linked order, customer and items, reason, money path (bKash · auto, Card · auto, or COD · manual), stage, and age. Click a row to open the return workspace (?rt=).

Quick actions depend on stage:

Stage	Quick action
Requested	Approve or Reject (reject asks for confirmation)
Approved	Book return pickup
In transit back	Courier reference (when present)
Received	Process refund → opens the workspace
Refunded	Restocked marker when stock was put back
Rejected	Returned to customer

Requested rows older than the SLA highlight in amber. Received rows highlight so QC / refund work is hard to miss. The footer notes the auto-reject window (7 days after delivery) — change it in Settings.

Gateway refund workspace

For prepaid returns (bKash / card auto path), the workspace is a stepper:

Requested → Approved → Received → Refund

When the stage is Received, you run QC on each line: toggle Resellable — restock vs Not refundable. Passing items drive the default refund amount; you can edit the amount for a partial refund (audit-logged). Optionally mark Deduct return pickup fee.

Choose the money path:

Refund to {payment} — automatic — gateway refund via the original payment app.
Manual send — record it — you send money yourself and enter a TRX ID.

Refund … records the refund, restocks passing items, and SMS-notifies the customer. Reject all ends the return with no money movement. Before Received, Mark received advances the stage when the parcel is back.

COD manual refund

COD returns that have reached Received (or are already Refunded) open the Manual refund — send & record flow. There is no gateway refund path for COD.

Send the money from your store wallet (bKash, Nagad, or cash).
Enter amount, recipient wallet (from the order phone), and the TRX ID.
Record refund — that record feeds the order timeline, customer SMS, reports (tagged manual · COD), and the inventory restock ledger.