Returns Guide

Manage and process customer returns quickly and accurately

The Returns process in Appliance.io walks you through every step of refunding units, services, and protection plans — from selecting items to issuing payment. It’s designed to help you handle returns efficiently, avoid errors, and ensure every refund is processed according to policy.

---

📍 Accessing Returns

To begin, open the order that requires a return.

In the top-right corner, click Select Action, then choose Start Return to enter the return workflow.

⚠️ Important: A return cannot be started if the order has a remaining balance — the balance must be $0.

Once inside, select the Return Date to continue.

By default, all items are unselected — you’ll manually choose what is being returned.

---

🧩 Step 1: Select Items for Return

Start by checking the box next to the model name. Adjust the quantity to match how many units are being returned. The Total Return Amount updates automatically as you make changes.

You can also select or deselect the following associated items:

• Fulfillment Type (e.g., delivery)

• Protection Plan

• Haul Away Service (if included in the original order)

You’re not required to return the unit to refund its fulfillment type or protection plan — each can be returned independently.

Need to charge a delivery fee? You can reduce the delivery fee amount here, but not increase it.

If applying a restocking fee, simply check the box and enter the amount. You can also pre-set restocking percentages in your settings to auto-calculate these fees.

Use the following tools for faster processing:

• Select All — instantly check all returnable items.

• Deselect All — reset your selections.

• Unscheduled All — cancel any scheduled deliveries without leaving the return menu. This also changes the unit status to Open, making it eligible for return.

---

🛒 Step 2: Full vs. Partial Returns

There are two types of returns:

Full Return

Every item is refunded — the unit, fulfillment type, protection plan, and any add-ons.

Partial Return

Only part of the order is refunded. You can do this in two ways:

1. Refund a custom amount Instead of refunding the full unit price, type in the exact amount you want returned.

2. Return fewer items than originally purchased For example, if the customer ordered 5 units but is only returning 2.

---

🎨 Step 3: Check Unit Status Requirements

You may only process a return if the item’s status is:

• In-Transit

• Delivered

• Open

For In-Transit units, returns are only allowed when the delivery method is No Routing Delivery.

Before moving on, type in the Reason for Return — this is required.

---

✏️ Step 4: Choose the Refund Method

Next, select how the refund will be issued in the Payment Method.

For credit line orders:

• If the balance is not fully paid, the refund automatically goes back to the credit line.

• If the credit line is fully paid, you’ll be able to choose other payment methods.

Before finalizing, verify the Total Refund Amount. It should match what the customer originally paid unless you’re intentionally processing a partial return.

If the amount looks off, you may have missed an item — review all selected models and add-ons.

When everything is correct, click Refund Payment.

---

🔍 Step 5: Review Return Details

Once processed, the order updates with all return information.

You’ll see:

• Refunded items highlighted in red (unit, installation, protection plan, etc.)

• Partial Return labels where applicable

• Dropdown arrow return details panel — helpful for reviewing the exact quantities, fees, and amounts refunded

The Subtotal section will automatically update to reflect the changes.

---

🎉 You’re All Set!

You’ve successfully processed a return in Appliance.io! The Returns system gives you full control to manage refunds accurately — from item selection to payment processing. Handle returns confidently, minimize errors, and keep your workflow running smoothly.