Returns and refunds

Setup (once)

Settings → Returns (https://flowgento.ai/settings/returns): the window in days after delivery (0 = off), pickup and/or self-ship, a suggested restocking fee, and your policy in your own words. The cancellation rules are in Returns and cancellations.

Steps

1. The customer taps Return an item on a delivered order (within the window), picks quantities, a reason and up to three photos. You get an email and the bell shows it.
2. Store → Returns → open the order. Approve (optional note) or Refuse (the reason is required and the customer sees it).
3. When the parcel arrives: Record what came back — resellable and damaged units, restocking fee. Resellable units go back to stock.
4. Close and refund ₹X: paid online → the refund goes back through Razorpay; cash on delivery → type how you paid the customer back.

Common mistakes

• Refunding before the goods arrive: money and goods are separate steps on purpose.
• A refund larger than what remains is refused.
• Approving does not move stock; only the inspection does.
• A customised item can be returned only if it arrived damaged or the wrong item was sent.