Returns, partial returns, exchanges

When a customer sends an order back, mark it Return Pending while it is in transit and Returned when it arrives. For partial returns, record which items came back. For replacements, create an exchange order.

বাংলায়: যখন একটি পার্সেল ফেরত আসছে Pathao বা Steadfast থেকে স্বয়ংক্রিয়ভাবে অর্ডার স্ট্যাটাস বদলে যায়। আপনি হাতে হাতে Return Pending-এও করতে পারেন। গ্রাহক শুধু কয়েকটি আইটেম ফেরত দিলে partial return দিয়ে রেকর্ড করুন। নতুন আইটেম পাঠাতে হলে Create Exchange ব্যবহার করুন।

Where to find it: Sidebar › Orders › open an order with status Dispatched, Delivered, Return Pending, or Returned Who can do it: Create exchange — anyone with order access; process returns — users with Process Returns permission Status: Auto-triggered when courier sends return scans; manual status change always available

Full return flow

When a parcel is on its way back to you:

1. The order status is Return Pending (the parcel is in transit back).
2. When it arrives at your location or the courier confirms receipt, change the status to Returned in the details modal — click the status dropdown and pick Returned.
3. The stock that was reserved for this order goes back into your inventory at the location it was fulfilled from.

If the courier sends a return scan (for Pathao, a "Return" or "Delivery Failed" scan), Omnikyo moves the order to Return Pending automatically. You do not need to do anything.

Careful: Changing an order to Returned is final — the status cannot be reversed. Make sure the stock is truly back and the items are checked before you mark it.

Partial returns — tracking individual items back

Some customers send back only part of their order:

1. Open a Delivered order (an order that was successfully delivered).
2. In the Courier tab section or the center of the order, find the Partial Return card.
3. Click New Return.
4. A modal opens titled Partial return with a list of items in the order.
5. Tick the boxes for each item coming back. The checkboxes show how many are left to return.
6. Set the Cash collected — the amount the courier gave you for this return. The modal shows how much is still due after this amount.
7. (Optional) Add a return tracking code if the return parcel has its own courier code.
8. (Optional) Add a reason — like "Wrong size", "Damaged", "Customer changed mind".
9. Click Create return.

The return case gets a number like #1234-R1 (the order number plus -R plus a counter). You see the case listed in the Partial Return card with its status (in transit or received).

Once the parcel arrives back at you:

1. In the same card, find the return case.
2. Click Mark Received & Restock.
3. Confirm — the button says "Receive & restock".
4. The items go back into stock at the location they were fulfilled from.

You can create multiple partial returns for the same order. Omnikyo numbers them -R1, -R2, and so on.

Exchange orders

When a customer wants a replacement instead of a refund, create an exchange order:

1. Open a Dispatched, Delivered, Return Pending, or Returned order.
2. At the bottom of the order panel, find Create Exchange button (or in the actions menu, the same option).
3. A form opens. It is the same as creating a new order, but it pre-fills the customer, the original items, the shipping fee, discount, and notes.
4. Edit the items: remove the wrong products and add the correct ones, change quantities, or adjust prices.
5. Set a fresh fulfillment location if you have multiple warehouses.
6. Click Create Exchange Order.

The new order gets a number like #1234-E1 (parent order number plus -E plus a counter). It starts with status Confirmed and goes to the normal fulfillment workflow. The original order is not changed — the exchange is a new order.

You can create more than one exchange for the same original order. Each gets a new -E number.

What happens to money in returns

When you record a partial return with a cash amount, Omnikyo adjusts what is due:

• The order's new Total becomes lower (the items that are coming back are subtracted).
• Cash Collected is updated to the amount the courier gave you.
• Due (Remaining) adjusts to show what you still owe the customer or need to collect.

If the order was fully paid in advance, you may owe the customer a refund. Create a bKash payment link or record it in another way.

For full returns, no money is automatically refunded — you manage it through payment links or by hand.

Stock and returns

When you mark a partial return as Received & Restock:

• The items in that return case go back into stock.
• The stock level increases at the fulfillment location.

When you move an order from Delivered to Returned:

• All items in the order go back into stock (if any were not already returned via partial returns).

Cancelled orders also release stock.

Statuses for returns

An order can move through these statuses when something comes back:

The Returned status is terminal — the order cannot move to any other status.

In the Partial Return card, you also see return tracking details and the amount due, which show the return parcel's tracking details and what money is left to settle.

Other ways people ask this

• return order korbo
• customer return diyeche, order theke dorbe
• partial return kise
• exchange order jonno
• return stock back korte hobe
• কাস্টমার পার্সেল ফেরত পাঠালো
• return pending status
• reissue order
• customer dusri product lagbe, exchange

Related pages

• Order statuses and the lifecycle — All statuses and transitions
• Inside an order — The order details panel and what each field means
• Payments, bKash links and refunds — Refunding customers who paid online
• Process a returned parcel — Mark an order as returned and restock

Checked against the product on 2026-10-02.