Product Returns Management 

When five people order against one account, a return filed by one of them is invisible to the rest, including the person who reconciles the invoice. Virto Commerce gives organization maintainers a read-only view of every return their colleagues file.

Returns follow the order they come from. A buyer requests a return on a completed order, a manager decides, and the buyer is told the outcome in the app, with the reason when a request is declined.

• Return all or some of an order: A buyer requests a return of all or some of the items on a completed order.
• Approve in full, approve in part, or decline: A manager settles the request in the Platform, approving all of it, approving part of it, or declining it.
• The buyer hears the decision in the app: The buyer is notified in the app when a return is approved or declined, and a decline includes the reason. The most common complaint about returns is not the outcome but silence, so an answer matters even when it is no.

• A read-only tab for maintainers: An organization maintainer gets an Organization returns tab beside My returns.
• Every colleague’s return in one list: The tab lists every return filed by a colleague in the organization.
• Filtered by status: A maintainer filters the list by status, the same way as in My returns.

The person reconciling an invoice can see who returned what without asking. The view builds on the organization structure described in Multi-Account & Company Structure.

• One console for every return: View and manage all return operations in a single console.
• Statuses and resolutions: Edit return statuses to keep customers informed and to track the process internally.
• Find any return quickly: Locate a specific return with advanced filters, search, and keywords.
• The full detail on each return: Return number, status and resolution, order ID, line items (quantity, price, and reason for return), and creation and modification dates.

In a marketplace, vendors handle their own returns from the vendor portal instead of every return routing through the marketplace operator. See Marketplace for how vendors work in Virto Commerce.

• Returns visible to the people who reconcile them: Organization maintainers see every return in the organization, so reconciling an invoice does not depend on asking colleagues.
• Fewer “where is my return?” messages: Buyers are told the decision in the app, with the reason when a request is declined.
• Partial settlement: A manager can approve part of a return without rejecting all of it.
• Returns handled where they belong: Marketplace vendors resolve their own returns instead of routing them through the operator.

• A purchasing lead checks which of the team’s returns are still open before closing an invoice, and sees every colleague’s return in one list.
• A buyer returns two of ten items from a completed order, and a manager approves the return in part.
• A buyer whose request is declined sees the reason in the app and does not have to chase support for an answer.
• A marketplace vendor processes returns in the vendor portal instead of waiting for the operator.

Returns settle faster when buyers, managers, and organization maintainers work from the same record. Find out more about managing returns in the user guide.