How to handle shop refunds and returns

Club Admin · Bahasa Melayu below

Return policy

Configure the ground rules first — see Shop settings → Return policy: - Return window (default 7 days after delivery) - Return conditions (unused, original packaging, etc.) - Digital returns usually not allowed

Customer requests return

1. Customer → My Orders → open delivered order → Request Return
2. Fills in: - Which items + quantity - Reason (wrong size, damaged, changed mind, etc.) - Photos of damage (if applicable)
3. Submits — admin gets notification

Admin review

1. Sidebar → Shop → Manage → Orders → Returns
2. Filter Pending
3. Open the request → review reason + photos
4. Actions: - Approve — customer gets return instructions email; ships items back - Reject — enter reason (e.g. Outside return window, Item shows signs of use); customer notified - Partial approve — approve some items, reject others

Receive returned items

1. Package arrives → open the return request → Mark as Received
2. Inspect items: - Restock — items go back to inventory (if unused) - Write off — damaged/used, deduct from stock without restocking
3. Complete Return — customer notified

Issue refund

Two flavours:

Auto-refund (online gateways)

• Return approved → AAU Club Manager calls the gateway's refund API
• Full or partial refund
• Money credited back to customer's original payment method within 3-10 business days

Manual refund (bank / cash / cheque)

• Return approved → you transfer manually to customer
• Log in AAU Club Manager: order → Record Refund → amount + method + reference

Cancel + refund (no return)

If the order was never shipped: - Order → Cancel Order → AAU Club Manager auto-refunds if paid online - No physical return needed

Partial refund

For: - Some items returned, some kept - Damage discount agreed with customer - Steps: Order → Add Refund → amount + reason → save

Where to see refund history

• Order detail → Refunds section
• Sidebar → Shop → Manage → Refunds — full list, filter by date/amount/reason
• Export CSV for accounting

Impact on reports

• Revenue reports subtract refunded amounts
• Inventory reports show restocked returns as re-added
• Refunds show as negative line items on financial statements

Cara handle refund + return shop

Polisi

Set di Shop settings → Return policy. Window 7 hari, conditions, digital returns tak boleh.

Customer request

My Orders → open → Request Return — item + sebab + foto.

Admin review

Shop → Manage → Orders → Returns → filter Pending → Approve / Reject / Partial approve.

Terima balik

Bungkusan tiba → Mark as Received → inspect → Restock atau Write off → Complete Return.

Refund

Auto (gateway)

Return approve → AAU Club Manager panggil gateway refund API. 3-10 hari kerja.

Manual (bank/tunai)

Transfer manual → Order → Record Refund + amount + method + rujukan.

Cancel + refund

Belum shipped → Cancel Order → auto-refund jika online.

Partial

Order → Add Refund + amaun + sebab.

Sejarah

• Order → Refunds section
• Shop → Manage → Refunds — export CSV.

Kesan report

Revenue subtract refund. Restock re-add stok. Refund = negatif dalam financial statement.