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“Returns” and “Reverse Logistics”, within the KIBO Commerce platform, is a comprehensive suite of tools that enables businesses to manage the entire lifecycle of a product Return. It begins with the customer’s request and follows the item through physical transit, warehouse processing, condition assessment, intelligent disposition routing, and final financial resolution. This system integrates with other platform components, such as Order Management, Inventory, Fulfillment, and Order Routing, to ensure a cohesive and automated workflow that maximizes value recovery.A well-defined Returns process reduces the complexity of handling returned goods, minimizing the time and effort required from customer service and warehouse staff through automated status management and intelligent routing. Financially, it allows businesses to recover maximum value from returned products by facilitating their re-entry into sellable inventory or by guiding them toward the most profitable disposition path based on condition assessment, thereby protecting the bottom line. From a customer experience perspective, a seamless and transparent Returns process with real-time status tracking reduces friction, addresses post-purchase concerns, and serves as a significant factor in driving customer retention and loyalty.In this video, I will demonstrate the end-to-end process of handling a customer Return, from initiating the request to receiving the item, and finally issuing the “Refund”. As this video strictly covers Returns for a Refund, we will discuss “Exchanges” in a separate video.This video will contain aspects of KIBO’s “Reverse Logistics” process. We will do a complete demonstration of “Reverse Logistics” in a separate video. Returns in Reverse Logistics within the kibo. Commerce platform is a comprehensive Suite of tools that enables businesses to manage the entire life cycle of a product return. It begins with the customers requests and follows the item through physical Transit Warehouse processing, condition assessment, intelligent disposition routing and final Financial resolution. This system integrates with other platform components such as order management, inventory, fulfillment, and Order routing to ensure a cohesive and automated workflow that maximizes value recovery. A well-defined returns process. Reduces the complexity of handling returned Goods minimizing the time and effort required from customer service and Warehouse staff, through automated status management and intelligent routing. Financially, it allows businesses to recover maximum value from Return products by facilitating their re-entry into sellable. Inventory or by guiding them toward the most profitable disposition path based on condition assessment, thereby protecting the bottom line. From a customer experience perspective, a seamless and transparent returns process with real-time status tracking reduces friction addresses, post-purchase, concerns and serves as a significant factor in driving customer retention and loyalty. In this video, I will demonstrate the end-to-end process of handling, a customer return from initiating. The request to receiving the item. And finally, issuing, the refund as this video strictly covers returns for a refund, we will discuss exchanges in a separate video. This video will contain aspects of kibos reverse Logistics process. We will do a complete demonstration of reverse Logistics in a separate video. All Returns are initiated from their original “Order” Details page. To navigate to the “Orders” Dashboard, in the left menu, on the “MAIN” tab, click “Orders”, then click the “Orders” submenu. All Returns are initiated from their original “Order” Details page. To navigate to the “Orders” Dashboard, in the left menu, on the “MAIN” tab, click “Orders”, then click the “Orders” submenu. This is the Orders Dashboard. We discussed this dashboard in a separate video.Here, we’ll locate the original Order that we need to process a Return for. We can do that by scrolling through the Dashboard, or utilizing the Search and Advanced Filtering bar at the top of the page. When we’ve located the Order, we’ll click on it to access the Order Detail page. This is the Orders Dashboard. We discussed this dashboard in a separate video. Here, we’ll locate the original Order that we need to process a Return for. We can do that by scrolling through the Dashboard, or utilizing the Search and Advanced Filtering bar at the top of the page. When we’ve located the Order, we’ll click on it to access the Order Detail page. Within an Orders Detail page, we’ll click on the “Returns” tab. Here, we’ll see that none of the Order lines are eligible to be returned. This is because the Shipment on this Order has not yet been fulfilled, which is explained in the “Red” text below the “Returnable Items” section. Within an Orders Detail page, we’ll click on the “Returns” tab. Here, we’ll see that none of the Order lines are eligible to be returned. This is because the Shipment on this Order has not yet been fulfilled, which is explained in the “Red” text below the “Returnable Items” section. When the Shipment has been fulfilled, the items may now be eligible to be returned. In this example, the first line item has already been returned, so it has been disabled.Important Note: if we are using “Return Rules” that restrict Product Returns, then the line item may be disabled, and a “Reason” will be displayed stating why it has been disabled.Customer Service Representatives and Admins may still be able to initiate a Return for items regardless of “Rule” restrictions by checking the “Override Return Restriction” option that appears above the table.We will discuss “Return Rules” in a separate video. When the Shipment has been fulfilled, the items may now be eligible to be returned. In this example, the first line item has already been returned, so it has been disabled. Important Note: if we are using “Return Rules” that restrict Product Returns, then the line item may be disabled, and a “Reason” will be displayed stating why it has been disabled. Customer Service Representatives and Admins may still be able to initiate a Return for items regardless of “Rule” restrictions by checking the “Override Return Restriction” option that appears above the table. We will discuss “Return Rules” in a separate video. For each line item, we’ll have 5 separate “Quantity” columns. These columns show the original “Quantity Ordered” on the Order, the “Quantity Fulfilled” on the Order Shipments, and “Quantity Returned” via previous Order Returns, “Quantity Rejected”, which displays the number of items that have been “Rejected” during the Returns process, and finally, “Quantity Returnable”, which displays how many of the line items are eligible for Return. For each line item, we’ll have 5 separate “Quantity” columns. These columns show the original “Quantity Ordered” on the Order, the “Quantity Fulfilled” on the Order Shipments, and “Quantity Returned” via previous Order Returns, “Quantity Rejected”, which displays the number of items that have been “Rejected” during the Returns process, and finally, “Quantity Returnable”, which displays how many of the line items are eligible for Return. In this demonstration, we’ll process a Return for the second line item. We can create multiple Returns for a single Order, as needed. We can also Return Products and Extras as a whole, or select only certain items from within a “Bundle” to Return.For each product that we are returning, select the “Reason” for the return using the “Reported Issue” dropdown. There are default “Reasons” that are available out-of-the-box, but we can customize this list, if desired. In this demonstration, we’ll process a return for the second line item. We can create multiple returns for a single order as needed. We can also return products in extras as a whole, or select only certain items from within a bundle to return. For each product that we are returning. Select the reason for the return, using the reported issue dropdown, There are default reasons that are available out of the box, but we can customize this list if desired. We’ll also need to select the “Resolution” type that the shopper seeks. The options are:“Refund” - Select this option if the shopper only desires a refund. We can still send a replacement if conditions change later in the process. For this demonstration, we’ll select “Refund”.Or “Replace” - Select this option if the shopper desires a replacement product. We can still provide a refund to the shopper under this option. We’ll discuss the “Replace” option in a separate video. Will also need to select the resolution type that the Shopper seeks. The options are Refund select this option. If the Shopper only desires a refund, we can still send a replacement of conditions change later in the process. For this demonstration, we’ll select refund. Or replace select this option. If the Shopper desires a replacement product, we can still provide a refund to The Shopper under this option. We’ll discuss the replace option in a separate video. We’ll enter the “Quantity” the shopper wishes to Return, either being lower than or equal to the “Quantity Returnable” value for the line item.We’ll make sure the “checkbox” for all line items we’re returning is checked, and then we’ll click the “Initiate Return” button. We’ll enter the “Quantity” the shopper wishes to Return, either being lower than or equal to the “Quantity Returnable” value for the line item. We’ll make sure the “checkbox” for all line items we’re returning is checked, and then we’ll click the “Initiate Return” button. If “Reverse Logistics” is not enabled on this Tenant, we’ll get a “Select Return Location” modal where we will select a Return Location for the entire return, and then click “Create Return.” If “Reverse Logistics” is not enabled on this Tenant, we’ll get a “Select Return Location” modal where we will select a Return Location for the entire return, and then click “Create Return.” If the “Reverse Logistics” feature is enabled, then the “Manage Return Location” modal will display a table of all return items with “individual” return locations, instead of a “single” location for the entire return. The system will retrieve a suggestion for the best return location for each item from Order Routing and prepopulate those selections in the table. If the “Reverse Logistics” feature is enabled, then the “Manage Return Location” modal will display a table of all return items with “individual” return locations, instead of a “single” location for the entire return. The system will retrieve a suggestion for the best return location for each item from Order Routing and prepopulate those selections in the table. Users can manually select a different location if needed. If multiple locations are selected across all items, then a separate return will be created for each location.When all locations have been selected, we’ll Click “Create Return” on the bottom right of the modal. Users can manually select a different location if needed. If multiple locations are selected across all items, then a separate return will be created for each location. When all locations have been selected, we’ll Click “Create Return” on the bottom right of the modal. When a return is initially created, the system will navigate the user directly into that new return in the “Returns” dashboard. At this point, the return will be managed in the Returns dashboard, and does not require the user to navigate through the Orders dashboard for management. Returns are only required to be “initiated” through the original Order.To navigate to the “Returns” dashboard, in the left menu, on the “MAIN” tab, click “Orders”, then click “Returns”. When a return is initially created, the system will navigate the user directly into that new return in the “Returns” dashboard. At this point, the return will be managed in the Returns dashboard, and does not require the user to navigate through the Orders dashboard for management. Returns are only required to be “initiated” through the original Order. To navigate to the “Returns” dashboard, in the left menu, on the “MAIN” tab, click “Orders”, then click “Returns”. This is the Returns Dashboard. We’ll discuss all sections. This is the Returns Dashboard. We’ll discuss all sections. Similar to other menus, we can Search or use Advanced Filtering to locate a specific Return. Similar to other menus, we can Search or use Advanced Filtering to locate a specific Return. Also similar to other menus, we can click the “Ellipses” on the far right of the column headers to configure the column data that is displayed on this dashboard. Also similar to other menus, we can click the “Ellipses” on the far right of the column headers to configure the column data that is displayed on this dashboard. Clicking the “Ellipses” on the far right of a specific Return opens an “Actions” menu where we can “Edit” the return through it’s Return Detail page, “Open” the original Order, or “Open” the Customer Detail page for the shopper that placed the Order.We can also “Edit” the returns Return Detail page by clicking directly on the desired return. Clicking the “Ellipses” on the far right of a specific Return opens an “Actions” menu where we can “Edit” the return through it’s Return Detail page, “Open” the original Order, or “Open” the Customer Detail page for the shopper that placed the Order. We can also “Edit” the returns Return Detail page by clicking directly on the desired return. This is the Return Detail page. As stated earlier, when the return is initially created, the system will navigate the user directly to this page.We will discuss all sections. This is the Return Detail page. As stated earlier, when the return is initially created, the system will navigate the user directly to this page. We will discuss all sections. At the top of the page, we’ll have the “Return Number” as well as the current “Status” of the return. The Status will initially show as “Authorized”.Below that, we have 3 distinct sections.The first section, on the left, shows dates and user information for when the Return was “Created” and “Last Modified”.The middle section displays the “Customer” and original “Order” information for the Return. Clicking the “Customer” will take us to the Customers Account Detail page, and clicking the “Order Number” will navigate us back to the Order Detail page.On the right, we have an “accounting” for the Return, which shows the number of “Items Replaced”, if applicable, the “Quantity Refunded”, if applicable, and the “Amount Refunded”, if applicable. At the top of the page, we’ll have the “Return Number” as well as the current “Status” of the return. The Status will initially show as “Authorized”. Below that, we have 3 distinct sections. The first section, on the left, shows dates and user information for when the Return was “Created” and “Last Modified”. The middle section displays the “Customer” and original “Order” information for the Return. Clicking the “Customer” will take us to the Customers Account Detail page, and clicking the “Order Number” will navigate us back to the Order Detail page. On the right, we have an “accounting” for the Return, which shows the number of “Items Replaced”, if applicable, the “Quantity Refunded”, if applicable, and the “Amount Refunded”, if applicable. The “Items” section is where we will manage “Receiving” the Return, as well as having access to other return actions. The “Items” section is where we will manage “Receiving” the Return, as well as having access to other return actions. We can “Resend” the “Return Created” or “Return Authorized” emails, if needed. We can “Resend” the “Return Created” or “Return Authorized” emails, if needed. “Close” allows us to close the Return, but also gives us options to “Cancel” or “Reject” the Return, if needed.We’ll come back to “Close” when we have finished processing this Return. “Close” allows us to close the Return, but also gives us options to “Cancel” or “Reject” the Return, if needed. We’ll come back to “Close” when we have finished processing this Return. We can pull up the “Return Label” and either print it or send it directly to the customer, if needed. We can pull up the “Return Label” and either print it or send it directly to the customer, if needed. If “Reverse Logistics” is not enabled on the Tenant, then we’ll click the “Receive Package” button. If “Reverse Logistics” is not enabled on the Tenant, then we’ll click the “Receive Package” button. In the resulting “Receive and Restock” modal window, on the “Receive Package” tab, we’ll check the boxes of the return items we are receiving. Then, we’ll enter a “Quantity Received Now” on the right to indicate the quantity of the item we’ve received. We can enter an optional “Internal Note” if needed, and then click “Mark as Received”. In the resulting “Receive and Restock” modal window, on the “Receive Package” tab, we’ll check the boxes of the return items we are receiving. Then, we’ll enter a “Quantity Received Now” on the right to indicate the quantity of the item we’ve received. We can enter an optional “Internal Note” if needed, and then click “Mark as Received”. The “Restock” tab will then appear. It displays all items that have been “Marked as Received” and allows users to update a location’s inventory with the returned quantity.On this tab, we’ll enter a “Quantity to Restock”, and then select a “Restock Location” from the dropdown menu to indicate where that quantity should be restocked at, which may or may not be the return location. When we have configured all fields, we’ll click “Submit”. The “Restock” tab will then appear. It displays all items that have been “Marked as Received” and allows users to update a location’s inventory with the returned quantity. On this tab, we’ll enter a “Quantity to Restock”, and then select a “Restock Location” from the dropdown menu to indicate where that quantity should be restocked at, which may or may not be the return location. When we have configured all fields, we’ll click “Submit”. With “Reverse Logistics” enabled, “Receive Package” allows us to complete the “Receipt” and “Disposition” for this Return.Reverse Logistics enables Order Routing to suggest the best disposition location based on an item’s condition after we receive the package.We have two options: “Receive & Dispose”, and “Quick Receive & Dispose”.Typically, we’ll use “Quick Receive & Dispose” when all items in the Return share the same “Condition”.Alternatively, we’ll select “Receive & Dispose” when we need more control over individual item quantities and conditions.In this example, we’ll select “Receive & Dispose”. With “Reverse Logistics” enabled, “Receive Package” allows us to complete the “Receipt” and “Disposition” for this Return. Reverse Logistics enables Order Routing to suggest the best disposition location based on an item’s condition after we receive the package. We have two options: “Receive & Dispose”, and “Quick Receive & Dispose”. Typically, we’ll use “Quick Receive & Dispose” when all items in the Return share the same “Condition”. Alternatively, we’ll select “Receive & Dispose” when we need more control over individual item quantities and conditions. In this example, we’ll select “Receive & Dispose”. The resulting “Receive and Dispose” modal window is very similar to the “Receive and Restock” modal we just discussed. On the “Receive Package” tab, we’ll check the boxes of the return items we are receiving. Then, we’ll enter a “Quantity Received Now” on the right to indicate the quantity of the item we’ve received. We can enter an optional “Internal Note” if needed, and then click “Mark as Received”. The resulting “Receive and Dispose” modal window is very similar to the “Receive and Restock” modal we just discussed. On the “Receive Package” tab, we’ll check the boxes of the return items we are receiving. Then, we’ll enter a “Quantity Received Now” on the right to indicate the quantity of the item we’ve received. We can enter an optional “Internal Note” if needed, and then click “Mark as Received”. The “Dispose Package” tab will then appear. It displays all quantities that have been “Marked as Received”, and allows users to indicate the “Condition” of an item before assigning it to a “Disposition Location”.First, we’ll enter a “Quantity to Dispose”. This defaults to the quantity that has been “received” and not yet “disposed of”. If we enter a Quantity to Dispose that is less than the Quantity Already Received, the item will split into an additional row. This allows users to select a different “location” and/or “condition” for the remaining quantity, if needed. The disposed package tab will then appear it displays all quantities that have been marked as received and allows users to indicate the condition of an item before assigning it to a disposition location. First, we’ll enter a quantity to dispose this defaults to the quantity that has been received and not yet disposed of. If we enter a quantity to dispose that is less than the quantity already received, the item will split into an additional row. This allows users to select a different location and or condition for the remaining quantity if needed. Next, we’ll select a “Condition” from the dropdown menu that best describes each item quantity. Next, we’ll select a “Condition” from the dropdown menu that best describes each item quantity. Select a “Disposition Location” to indicate where that quantity should be disposed.If we want Order Routing to suggest the location, click the “Request Disposition Location” at the bottom. Order Routing will automatically select the best option for every item.If we would prefer to manually select a location or override Order Routing’s suggestion, select a location from the “Disposition Location” dropdown menu instead. Select a “Disposition Location” to indicate where that quantity should be disposed. If we want Order Routing to suggest the location, click the “Request Disposition Location” at the bottom. Order Routing will automatically select the best option for every item. If we would prefer to manually select a location or override Order Routing’s suggestion, select a location from the “Disposition Location” dropdown menu instead. Lastly, we’ll check “Restock” if we want to add that quantity back to the location. Whether available inventory will be incremented or not depends on the “Update On Hand Inventory on Return Restock” return setting listed in the “General Site Settings” menu.We discussed the “General Site Settings” in a separate video.When we’ve configured all fields, we’ll click the “Submit” button on the lower right. Lastly, we’ll check “Restock” if we want to add that quantity back to the location. Whether available inventory will be incremented or not depends on the “Update On Hand Inventory on Return Restock” return setting listed in the “General Site Settings” menu. We discussed the “General Site Settings” in a separate video. When we’ve configured all fields, we’ll click the “Submit” button on the lower right. Back on the Return Detail page, the “Quantity Received” and “Quantity Restocked” fields have been updated. “Not Received” has been updated to “Item Received” on the right. Now, we need to process the Customer’s “Refund”. Back on the Return Detail page, the “Quantity Received” and “Quantity Restocked” fields have been updated. “Not Received” has been updated to “Item Received” on the right. Now, we need to process the Customer’s “Refund”. We have two methods to issue a “Refund” back to the Customer. Those methods are:“Initiate Refund” - An “automatic” option, found in the “Items” section, where the system calculates the appropriate amount.And “Issue Refund” - The “manual” option found in the “Refunds” section, just below “Items”, which gives users granular control over the transaction.In this example, we’ll select the manual “Issue Refund” method, as it allows for advanced options like “restocking fees” and “shipping adjustments”.A couple of Important Notes:If we select the “Refund to new Gift Card” option in the “Items” section, this will disable the “Issue Refund” option, allowing us to only select the automatic “Initiate Refund”.Alternatively, if we want to refund to a “Gift Card” and also use the more granular “Issue Refund” option, we can leave this unchecked and designate “Gift Card” as a refund option in the “Issue Refund” menu.Also, DO NOT “double-click” the “Refund” buttons or try to use both “Initiate Refund” and “Issue Refund” for the same item. Doing so will duplicate the transaction and over-refund the customer. We have two methods to issue a “Refund” back to the Customer. Those methods are: “Initiate Refund” - An “automatic” option, found in the “Items” section, where the system calculates the appropriate amount. And “Issue Refund” - The “manual” option found in the “Refunds” section, just below “Items”, which gives users granular control over the transaction. In this example, we’ll select the manual “Issue Refund” method, as it allows for advanced options like “restocking fees” and “shipping adjustments”. A couple of Important Notes: If we select the “Refund to new Gift Card” option in the “Items” section, this will disable the “Issue Refund” option, allowing us to only select the automatic “Initiate Refund”. Alternatively, if we want to refund to a “Gift Card” and also use the more granular “Issue Refund” option, we can leave this unchecked and designate “Gift Card” as a refund option in the “Issue Refund” menu. Also, DO NOT “double-click” the “Refund” buttons or try to use both “Initiate Refund” and “Issue Refund” for the same item. Doing so will duplicate the transaction and over-refund the customer. After clicking the “Issue Refund” button, we’ll click “Confirm Refund” in the resulting modal to continue. After clicking the “Issue Refund” button, we’ll click “Confirm Refund” in the resulting modal to continue. This is the Issue Refund calculator modal window. We’ll discuss all sections. This is the Issue Refund calculator modal window. We’ll discuss all sections. In the “Select Item to Refund” section, we can:Choose to refund specific items or refund the entire order.Choose to refund a specific quantity by editing the “Refund Quantity” field, which defaults to the “Refunded Quantity” subtracted from the “Returned Quantity”. This value cannot be greater than the returnable quantity on the order. The system will calculate the appropriate refund amount based on that quantity.Choose to include or exclude the original “Shipping and Handling” from the order.Add a “Processing Fee” for RMA labels, handling, et cetera.View what refunds have already been applied to a line item.And adjust the final “Calculated Refund Amount”. in the select item to refund section, we can choose to refund specific items or refund the entire order. Choose to refund a specific quantity by editing the refund quantity field, which defaults to the refunded quantity subtracted from the return quantity. This value cannot be greater than the returnable quantity on the order. The system will calculate the appropriate. Refund amount based on that quantity. Choose to include or exclude the original shipping and handling from the order. Add a processing fee for RMA labels handling, Etc. View. What refunds have already been applied to a line item? And adjust the final calculated refund amount. In the “Select Refund Payment Method” section, we’ll select the refund method. We can Refund back to the “Original Payment Method”, if applicable, “New Store Credit”, a “New Gateway Gift Card”, or “New Check”. We can also Refund back to multiple methods, if desired. Then, we’ll enter the “Refund Amount” on the right. In the “Select Refund Payment Method” section, we’ll select the refund method. We can Refund back to the “Original Payment Method”, if applicable, “New Store Credit”, a “New Gateway Gift Card”, or “New Check”. We can also Refund back to multiple methods, if desired. Then, we’ll enter the “Refund Amount” on the right. We can add an “Internal Note”, if desired.When we have verified all amounts and selections match, we’ll click the “Issue Refund” button on the bottom right. We can add an “Internal Note”, if desired. When we have verified all amounts and selections match, we’ll click the “Issue Refund” button on the bottom right. Back on the Return Detail page, in the “Refunds” section, the two Refund methods are displayed.The “Quantity Refunded” and “Amount Refunded” values on the top right, as well as the “Refund Status” in the Items section have also been updated. Back on the Return Detail page, in the “Refunds” section, the two Refund methods are displayed. The “Quantity Refunded” and “Amount Refunded” values on the top right, as well as the “Refund Status” in the Items section have also been updated. Additional sections on the Return Detail page include:“Replacements”. Although this Return was initiated as a “Refund”, we can ship a “replacement” or “exchange” item at any time. We will discuss “Replacement Returns” in a separate video.“Internal Notes”, which captures any Notes that were added during this return. We can also click the “Add Internal Notes” button on the right to add additional notes if needed.And If any “Customer Notes” were provided for this return, they would be listed in the Customer Notes section. Additional sections on the Return Detail page include: “Replacements”. Although this Return was initiated as a “Refund”, we can ship a “replacement” or “exchange” item at any time. We will discuss “Replacement Returns” in a separate video. “Internal Notes”, which captures any Notes that were added during this return. We can also click the “Add Internal Notes” button on the right to add additional notes if needed. And If any “Customer Notes” were provided for this return, they would be listed in the Customer Notes section. Once the item has been “Received” and the “Refund” successfully issued, the final step is to “Close” the Return.In the “Items” section, click “Close”. Once the item has been “Received” and the “Refund” successfully issued, the final step is to “Close” the Return. In the “Items” section, click “Close”. A confirmation window will appear. Click “Confirm” to proceed. A confirmation window will appear. Click “Confirm” to proceed. The Return “Status” at the top of the Return Detail page will update to “Closed”. No further “Actions” can be performed on this Return, such as “receiving packages”, “printing labels”, or “issuing refunds”.However, we can always come back to this Return to issue a “Replacement”, if applicable. The Return “Status” at the top of the Return Detail page will update to “Closed”. No further “Actions” can be performed on this Return, such as “receiving packages”, “printing labels”, or “issuing refunds”. However, we can always come back to this Return to issue a “Replacement”, if applicable.

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