How do I process a customer return and refund?

Returns & Refunds in StoreYug

When a customer returns a delivered item, StoreYug allows you to process the return, record the refund transaction, and update your inventory ledger in a single unified flow.

Step-by-Step Return Flow

1. Open the order: find the delivered order in Orders or Sales History and open it.
2. Start the return: in Orders, click Update Status → Return Order; in Sales History, click Process Return. The Return Order window opens. (For a counter bill it's Cancel / Refund.)
3. Reason (required): choose why the item came back.
4. Additional Notes (Optional): add details about the parcel's condition.
5. Configure "Restock items to inventory" Checkbox:
   • Keep Checked (Default): If the item was returned in good, resalable condition (unused with intact tags). StoreYug creates a return ledger entry and restocks the units at weighted average cost, ready for immediate resale.
   • Uncheck: If the item was returned damaged, torn, expired, or spoiled. Unchecking ensures StoreYug records the refund without adding unsellable items back to your shelf count.
6. Refund Details (only when the customer paid): Refund Amount (₹) (full or partial) and Refund Method (UPI, Bank Transfer or Cash). If you published a return policy, the amount is pre-filled according to it (for example, without delivery charges) and the policy is shown for reference; you can still change it.
7. Payment Screenshot (Optional) and Refund Notes (Optional): proof and notes for the refund.
8. Customer Notification: keep Send WA to tell the customer on WhatsApp.
9. Click Return Order & Notify (Cancel Bill & Refund for a counter bill). The order moves to Refunded and the refund appears under Refunds.

Cash on Delivery Parcel Came Back Unpaid?

If a Cash on Delivery parcel comes back before the customer paid (refused, or returned by the courier), open the order and click Return Order. There's nothing to refund, so the window has no refund fields: choose the reason and the restock option, then click Mark as Returned. The order moves to Returned and doesn't appear under Refunds, because no money changed hands.