A clear returns process helps staff give consistent answers and keep sales records accurate. Publish your policy where customers can find it, and explain any conditions before a purchase.
Review each request
Find the original transaction and check what was purchased, when, and how it was paid. Ask why the customer is returning the item and review the request against your policy and applicable obligations.
Decide whether the next step is an exchange, repair, refund, or another agreed resolution. Explain the timing and method, especially when a payment provider needs time to process a refund.
Update business records
Record the returned items and the outcome. Adjust stock only when the goods have been received and checked. Keep the refund reference or exchange details with the original sale so you can answer questions later.
Look for recurring issues
Review return reasons periodically. A repeated issue may point to unclear product details, damage in transit, or a mismatch between the offer and the item supplied. Investigate the cause before changing prices or suppliers.
SokoWise can help organize orders and sales records. Check your account for the return, refund, and stock-adjustment workflows available to your business.