Order returns

Before you start

To use order returns, you need to enable this setting in your order connection's Advanced settings.

1. Go to Setup > Orders.

2. Locate the order connection that you want to enable returns for.

3. In the 'Edit' column, click Settings.

4. Click Advanced settings.

   1. In the pop up, click Returns.

   2. Change the setting to Enabled and click Save.

Supported webshop platforms

• Magento (1&2)

• Lightspeed

• Mijnwebwinkel

• Channable API

• Shopify

Supported marketplaces

We can process returns from the following marketplaces:

• Amazon*

• Allegro

• Bol.com

• eBay

• Fruugo

• Kaufland

• Miravia

• ToBeDressed

• TikTok

• Walmart

• MediaMarkt

• Leroy Merlin

• Bricoman

• Decathlon

• Debenhams

• Vtwonen

• ANWB

• INNO

• But

• Conrad

• La Redoute

• Praxis

• Le BHV Marais

• Home24

• Galeries LaFayette

• fonQ

• BlokkerConnect!

• Carrefour France

• Carrefour Spain

• Maisons du Monde

• Kruidvat

• Obelink

• Worten

• Douglas

• FNAC Darty Offers

• Manor

• Leen Bakker

• Conforama

• PcComponentes

• ePrice

*We currently don't support Fulfillment by Amazon (FBA) returns.

Supported (but requires action)

Zalando and Otto have specific instructions on processing orders. Click the links below for more information on what to do:

• Zalando Order Handling

• How to set up an OTTO order connection

If you need to handle returns using the Channable API, please contact our technical support team for assistance.

1

Customer requests a return (automatic)

A customer wants to return a product and registers this on the marketplace’s website.

2

Channable receives the return request (automatic)

We detect the return request and display it in the Orders > Returns section of the relevant Channable project.

3

Return created in your webshop (automatic)

Channable automatically creates the return request in your webshop’s backend. This request includes critical details like the customer’s address and invoice information.

Note: Channable doesn’t generate a credit invoice for returns — generating credit invoices is the retailer’s responsibility.

4

Determine how to handle the return (manual action required)

Once the return request is registered in your webshop, you can decide how you want to handle it in your webshop.

Channable recognizes these return statuses:

• Accept: You processed the return and refunded the customer.

• Reject: You didn’t receive or don’t accept the return and don’t issue a refund.

• Repair: You fixed the item and returned it to the customer without a refund.

• Exchange: You sent a replacement item instead of a refund.

• Keep: The customer is allowed to keep the item and receives a refund.

• Cancel: You cancelled the return request, with no refund.

Note: You don’t need to update the return status for bol FBB orders, as bol handles the return process. Returns will appear as Accepted in your webshop.

5

Status updates and processing refunds (automatic)

Channable checks return status every 5 minutes to keep the Returns overview up-to-date.

After selecting a status, Channable will receive and relay that information back to the marketplace, who will use it to inform the customer of the outcome.

Note: We fetch return information from Amazon and send it to your webshop, but we don’t send status updates back to Amazon.