Returns with a clear process.
Returns become routine
Returns are part of online retail. With Returns Management, every case follows the same clear process, and your team can see at any time where a return currently stands.
What the OPAL solves for you
Customers register their return themselves, even as guests, and automatically receive the shipping label by email once you approve it.
Offer generous goodwill returns: your return period can go well beyond 14 days, while the statutory right of withdrawal remains unaffected.
Multiple returns per order are no problem: the remaining quantity is tracked, nothing is refunded twice.
Part of the OPAL family
OPALs are building blocks from OXID eSales: a proven, solid foundation that needs to be adapted to your system landscape and integrated into your shop.
Features at a glance
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Customer flow – with an account or as a guest
The customer starts the return from their order history or as a guest with the order or invoice number. They select individual items including quantity and choose between a credit or a replacement delivery. You protect guest access against automated entries with the security check of the OXID security module.
Withdrawal and voluntary returns kept separate
Two individually activatable windows: the statutory withdrawal (14 days by default, no reason required) and a voluntary return (365 days by default, with a reason). Both periods start with the shipping date plus a configurable buffer. Outside the withdrawal period, the customer must give a reason.
No duplicate returns
Before every return, Returns Management checks the time window, the order status and the quantity that can still be returned. This lets you handle multiple returns per order without any item being returned twice.
Return documents generated automatically
The shipping label is generated as a PDF from a template as soon as you approve the return. The customer receives it by email and, with a customer account, can also find it there. For flagged items, such as batteries or damaged electronics, a safety form can be displayed beforehand.
Traceable status flow
Every return runs through a configurable flow – from “requested” through “approved”, “returned”, “received” and “inspected” to “completed”. “Rejected” can be reached from any open step and closes the case. The history is logged.
Refund suggested, not enforced
In the admin area, you manage all returns in one list. The refund amount is suggested based on the item prices and can be adjusted before it is triggered, for example for loss of value or shipping costs.
Who is this OPAL for?
Customer service
You handle returns and want to know at any time who is sending what back and how far along a case is.
What the OPAL delivers here
You find every return case with its status, quantities and history in one place and can answer related customer inquiries right away. Because customers initiate the return themselves and receive their documents automatically, you save yourself many follow-up questions and manual emails. Your team works through the cases in order and sees at a glance what has already been returned.
Frequently asked questions
Price
€50/month
OPALs are also available in subscription packages.