Returns & Exchanges

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.

Returns page in Fenicia — Return detail view showing original order information and items to return

Accessing Returns

There are two ways to access return management:

From order detail: Open any order and click the Create Return button in the actions section.
From the returns page: Navigate to Orders → Returns (/orders/returns) to view all existing returns.

Return Types

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

Initiating a Return

Select items

Choose the products the customer wants to return. You can select individual items and adjust quantities if the original order contained multiple units.

Specify return reason

Select the reason for the return:

Defective: The product arrived damaged or does not work
Wrong item: A different product was shipped than what was ordered
Not as described: The product does not match its description
Changed mind: The customer no longer wants the product
Wrong size/color: Error in variant selection
Other: Specify reason in free-text field

Define who initiates

Indicate whether the return was:

Customer-requested: The buyer reached out to request the return
Seller-initiated: You detected an issue and proactively offered the return

Confirm the request

Review the summary and click Create Return to register it in the system.

Return Shipping

Once the return is approved, configure the return shipment:

Select carrier: Choose from available carriers (DHL, FedEx, Estafeta, etc.)
Enter tracking number: Register the shipping label for tracking
Define who pays shipping: Customer, seller, or platform

Tip

If you generate the shipping label from Fenicia, the tracking number is automatically linked to the return.

Receiving the Merchandise

When the package arrives at your warehouse:

Mark as received

In the return, click Mark Received to confirm the merchandise has arrived.

Record receipt date

The system automatically records the date and time of receipt.

Inspection & Disposition

After receiving the product, assess its condition:

Condition Assessment

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

Disposition Type

Based on the condition, decide what to do with the product:

Resell: Return to inventory for normal sale
Refurbish: Repair or clean before reselling
Liquidate: Sell at a reduced price
Donate: Give to an organization
Scrap: Product is not recoverable, write off

Processing the Refund

Select refund method

Choose how to return the money:

Original payment: Refund to the same method the customer used to pay
Manual: Bank transfer or other off-platform method
Store credit: Balance for future purchases
Platform credit: Credit within the marketplace (when applicable)

Define refund amount

Adjust the amount if deductions apply (shipping, restocking fee, etc.). By default, the total of the selected items is shown.

Record transaction ID

If the refund is processed externally, enter the transaction identifier to maintain a complete record.

Confirm refund

Click Process Refund to finalize. The return status will change to Completed.

Skip Merchandise Return

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:

The return shipping cost is greater than the product value
The product is not recoverable (perishable, customized)
You want to offer a quick resolution to the customer

When this option is enabled, the flow skips directly to refund processing without going through shipping, receiving, or inspection.

Returns List Page

The /orders/returns page centralizes all returns with status tabs for quick filtering:

Returns list with status tabs — Returns list with status filters: open, in-progress, awaiting action, completed, and rejected

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

Status Flow

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.