Fenicia lets you manage returns end-to-end: from the initial request through refund processing. You can handle monetary refunds, product exchanges, and store credit.
There are two ways to access return management:
/orders/returns) to view all existing returns.| Type | Description |
|---|---|
| Refund | Money is returned to the customer via the original payment method or another method |
| Exchange | The product is replaced with another item (same or different reference) |
| Store Credit | A credit balance is issued to the customer for future purchases |
Choose the products the customer wants to return. You can select individual items and adjust quantities if the original order contained multiple units.
Select the reason for the return:
Indicate whether the return was:
Review the summary and click Create Return to register it in the system.
Once the return is approved, configure the return shipment:
Tip
If you generate the shipping label from Fenicia, the tracking number is automatically linked to the return.
When the package arrives at your warehouse:
In the return, click Mark Received to confirm the merchandise has arrived.
The system automatically records the date and time of receipt.
After receiving the product, assess its condition:
| Condition | Description |
|---|---|
| New | Unopened product, original packaging intact |
| Like New | Opened but unused, packaging available |
| Good | Light use, functional, no significant damage |
| Fair | Visible signs of use, functional with minor issues |
| Damaged | Non-functional or with damage that prevents resale |
Based on the condition, decide what to do with the product:
Choose how to return the money:
Adjust the amount if deductions apply (shipping, restocking fee, etc.). By default, the total of the selected items is shown.
If the refund is processed externally, enter the transaction identifier to maintain a complete record.
Click Process Refund to finalize. The return status will change to Completed.
No physical return needed
In some cases, you can process the refund without requiring the customer to send back the product. This is useful for low-value items where the shipping cost exceeds the product value.
Enable the Skip Merchandise Return option when:
When this option is enabled, the flow skips directly to refund processing without going through shipping, receiving, or inspection.
The /orders/returns page centralizes all returns with status tabs for quick filtering:
| Tab | Description |
|---|---|
| Open | Newly created returns, pending approval |
| In Progress | Approved returns with shipment en route or merchandise received |
| Awaiting Action | Require your intervention (inspection, refund decision) |
| Completed | Finalized returns with refund processed |
| Rejected | Return requests that were not approved |
Created → Approved → Shipped → Received → Refund Processed
↓
Completed
Important
Once a refund is processed, the action cannot be reversed from Fenicia. If you need to correct a refund, you must do so directly in the payment platform.