Merchant Tasks

Merchants use PrestaShop Back Office to manage orders. This section describes the steps to complete these tasks.

Processing a Cancelled Order

When a customer cancels an order, a request is sent to the merchant, and the order status is set to
Awaiting cancel
. Merchants can accept or reject an order that a customer cancels.
  1. Open PrestaShop Back Office and select
    Orders > Orders
     from the Dashboard.
  2. Locate and select the order the customer cancelled. The information for that order displays.
  3. Choose one of these options:
    • Click
      Accept cancellation
       to accept and process the cancelled order. A refund for the order amount is processed, and the order status is set to
      Cancelled, refund initiated
      .
    • Click
      Reject cancellation
       to reject the cancelled order. The order status is set to
      Cancel rejected
      .
Merchant Tasks

Processing a Merchandise Return

When a customer requests to return merchandise, the information appears on the Merchandise Returns page in PrestaShop Back Office. Follow these steps to process the return.
  1. Open PrestaShop Back Office and select
    Customer Service > Merchandise Returns
    . The Merchandise Returns page displays and identifies the order or orders for which customers have requested a return.
  2. Select the order for which you want to process the return. The Edit > Return Merchandise Authorization (RMA) menu displays.
  3. Choose one of these options from the Status drop-down menu and click
    Save
    :
    • Waiting for confirmation
    • Waiting for package
    • Package received
    • Return completed
    The status is updated for the order on the Merchandise Returns page. Next, you can proceed with selecting a return or refund option for the order.
  4. Select
    Orders > Orders
     from the Dashboard.
  5. Select the order for which you want to process a return, and select one of these options:
    • Return products
    • Partial refund
Merchant Tasks