Returns for Merchants: Setup and Handling
With QrX Returns your customers request a return on your own return page, and you review, label and resolve returns in PortalX. This article covers setup and daily handling. The consumer side is explained in "Returns: Requesting a Return via QrX".
Where to Find It
Go to Settings > Returns (permission Manage Returns): "Set the return window, the return charge, and where returns are sent." Quick links take you to Operations (the Return review tab in Transactions), the Returns report, Shop orders, Control Center and the Form designer.
Return Policy
Set the policy for your whole account, or an own policy per sales channel with Policy for:
Return window (days).
Receiving mode: No inspection, or External WMS.
Return charge: the customer pays it before the return starts.
Restocking fee: deducted later from a refund, not charged up front.
Store credit bonus: a fixed amount or percentage.
Keep the item under a threshold: below this amount the customer keeps the item.
Default return address.
When to refund: after inspection (default), when the return is approved, or on the first carrier scan.
Waive the return charge for an exchange, and whether returns are enabled for the account.
Return Route, Addresses, Reasons and Questions
Default return route: choose the return shipping method and how the label is delivered (printable label or email label), then Save default route. You need a carrier account of your own with a return-label method. QR-code labels are not supported.
Return addresses: add, edit and set a default.
Return reasons and Return questions: create them with translations. Only published reasons and questions can be used on forms.
Your Return Page (Form Designer)
Open Settings > Returns > Form designer and click New form.
Choose the public URL slug, the merchant channels (none selected means all), languages and available resolutions, and whether customers may add photo, video and PDF evidence.
Customers look up their order with order number and email.
To embed the page in your website, add your site under Allowed embed domains (exact https origins only).
Try it in test mode, then publish. Your page is at portal.qr-x.app/returns/your-slug.
Control Center
The Returns Control Center works with drafts: change the configuration, then Review & publish to create a release. Releases cannot be edited afterwards; restore an older release as a new draft if needed. It includes a launch checklist and import or export of the configuration.
Handling Returns
Go to Transactions, tabs Return review and Returns in progress. Queue chips: All active, Consumer reply, Arriving, Warehouse, Resolution and At risk. Click a row to open the return panel:
Approve & create label (needs a working return route; you can override the route for one return).
Request information: the customer answers in the return's message thread.
Reject return with a reason.
Issue store credit, Close as keep item (no label) or Mark outside QrX (settled outside QrX).
In the warehouse: Complete inspection with condition grade and disposition.
With QrX warehouse stock, the inspected item is booked back into stock by its grade and decision. See "Returns in the Warehouse".
Labels: Void label, Refresh tracking and Retry label creation.
Important: the customer is not notified automatically by email when you approve or reject a return. Tell the customer yourself, for example through the return's message thread, and share the label link from the return page.
Returns handled by your fulfilment partner. With the extra permission Returns handling (Settings > Business > Partner access, Edit, Extra permissions), your fulfilment partner opens the returns of that channel in the same tabs, marked Fulfilment partner. It can approve, receive, inspect, grade and choose restock or another decision per item. It can reject only a return without a paid return fee. Refunds, store credit, return labels, cancelling, overrides and settings stay with you; when the partner approves, you create the label. Its notes are internal, and it sees consumer messages on a return only with Customer support on. Your Returns plan applies. See "Fulfilment Partner Permissions (Extra Permissions per Partner)".
Split and combined orders: when part of an order shipped later in a follow-up parcel, the customer returns everything under the original order number. The return page shows the items of the original order and of every follow-up that has shipped; items that have not shipped yet cannot be returned. When orders were combined into one delivery, the number of the combined order also opens the main order, only when the customer, the sales channel and the email address match. The return and its refund belong to the original (or main) order.
Return Statuses
Requested, Approved, In transit (label issued and on its way), Received or awaiting inspection, Inspected, and Resolved (refunded, store credit, kept or exchanged). A return can also end as Rejected, Cancelled or Expired.
Returns Report and Shop Orders
The Returns report counts started, approved, labelled, refunded, credited, exchanged, kept and refused returns and paid fees, split into test and live. Shop orders lists returns that are not tied to a QrX shipment.
Common Problems
"The carrier could not create the return label": check the return route and carrier account, then use Retry label creation.
No return shipping method available: connect a carrier account of your own with a live return-label method.
A live payment made at the door is not refunded from the return panel. Refund it from the transaction with Mark as refunded.
When to Contact Our Support Team
Contact QrX when return labels keep failing with a correct route, when your return page cannot be embedded on your domain, or when a plan agreed in a contract needs to change. To get more returns per month, upgrade your Returns plan yourself in Settings > Billing > Plans; on plans with included returns plus a price per extra return, extra returns are billed on your usage invoice.