REASONBACKDocs

Your daily work

What each role does day to day: agents, warehouse, finance, and managers and owners.

Everyone: finding and working a request

These basics are the same whatever your role.

Your queue

RMACustomer · itemNetStatus
RMA-1048Mariam AdelPleated skirt · Doesn’t fit · 2h agoEGP 890Requested
RMA-1047Youssef KamalLinen shirt · Wrong color · 5h agoEGP 650Requested
Try it: click the filter pills. The counts and rows change, just like in the app.
  • Requests in the sidebar lists every return and exchange. Returns and Exchanges underneath are the same list, split by kind.
  • Use the filter pills at the top (Requested, Approved, Received…) to see only what needs you. Each pill shows how many requests are in it.
  • Click a column header (RMA, Customer, Submitted, Net) to sort. Click again to flip the order.

Finding one request fast

Use the search box at the top of the sidebar. Search by request number, order number, phone or email. On a computer, press ⌘K (Ctrl K on Windows) from any page.

Opening a request

Clicking a request opens a Quick look side panel, and the underlined request number opens the full page. If you’d rather always go straight to the full page, turn Quick look off in Settings.

The full request page shows:

  • The items coming back, the reason, and the customer’s photos.
  • Exchange items going out, if any.
  • The refund breakdown: item value, minus exchanges, minus fees.
  • The customer: lifetime orders and value, and how many returns in the last 90 days.
  • The courier tracker, the pickup address, and the timeline of everything that happened.
  • Comments: notes for your team only. The customer never sees them.

Notifications

The bell in the top bar shows new requests, refunds sent and escalations. To get them as phone or computer notifications too, turn on Push notifications in Settings and choose which kinds you want.

Stuck? Escalate it

Click the flag at the top of a request and write what help you need. Managers, admins and the owner are alerted, and the flag turns amber until one of them marks it handled.

RMA-1047

Requested

Escalated by Youssef: “Customer says the colour is different from the photo — refund or swap?”

Approve & shipRejectClose request
An escalated request: the amber flag and the note under the title.

Agents: reviewing requests and helping customers

You decide what gets approved, and you help customers who call or message.

Approving a request

  1. 1Filter the queue to Requested and open the oldest one first.
  2. 2Check the reason, the photos and the items against your return rules.
  3. 3Click Approve & ship. A panel opens showing where the courier will go, the Bosta zone (pick one of the Suggested zones if you’re not sure), and Bosta’s fee quote.
  4. 4Click Create delivery. The courier is booked and the request moves to Approved.

Approve & ship

Bosta
Courier collects from12 Mohamed Farid St, Floor 3 · Nasr City, Cairo
Bosta zoneNasr City — 8th District Suggested
Cash the courier handlesEGP 0
Est. Bosta feeEGP 65
Create delivery
The Approve & ship panel.

If it doesn’t follow your rules, click Reject instead and say why. Without Bosta connected, approving just moves the request on and you arrange the pickup yourselves.

Fixing a request before pickup

Each box on the request page has a pencil. Before the courier collects, you can change:

  • The exchange items: a different size or colour, quantities, or something else from the store. Prices and stock are re-checked with Shopify when you save.
  • The pickup address and courier phone, only while the request is still Requested, because approving books the courier.

You can’t change the reasons, the items coming back, or whether the customer wanted a refund or an exchange. Those stay as the customer sent them. Every edit is written on the timeline.

Filing a request for a customer who called

  1. 1Click New request in the top bar.
  2. 2Search for the order by order number, phone or email. You’ll see straight away whether it can be returned under your rules.
  3. 3Choose the order. The real return portal opens in a new tab in Staff mode. Fill it in with the customer on the phone.

Going outside your rules

If the order is outside the window or on final sale, you can still continue by writing a reason (at least 10 characters). This is a policy exception: managers and the owner are told, and only an owner or admin can approve it. An order that was never delivered, or already has an open request, can’t be overridden.

Warehouse: receiving and checking boxes

You’re the one who opens the box. No refund can go out until you have.

Warehouse (in the sidebar)

  1. 1Get the box’s code in. Choose one of three ways: scan it with a USB barcode scanner, use This device’s camera, or Link a phone by scanning a QR code so your phone works as a wireless scanner. You can also type the tracking or order number.
  2. 2A window lists every item that should be in the box.
  3. 3For each item, choose In the box, Missing or Wrong item.
  4. 4If it’s in the box, grade it: Like new, Worn / minor issue or Damaged. Then choose Restock or Don’t restock.
  5. 5Click Confirm received. The request moves to Received and the next box can open automatically.

RMA-1042 · Linen dress

Size M · 1 unit · reason: Doesn’t fit → too small

Is it in the box?
Answer each question, then confirm.
Try it: inspect one item.

A box whose label won’t scan? Every box waiting to be opened is listed below the scanner. Click it instead.

Empty box, wrong item or damaged? Mark it honestly. Finance sees your answers before sending any money, and they can reject the request instead of refunding it.

Finance: sending refunds

You’re the last step, and the only one where money leaves the business.

Refunds (in the sidebar), which lists every request that’s Received and waiting for you

  1. 1Open the request and read the warehouse’s inspection answers.
  2. 2Click Issue refund. The amount is calculated for you, and you can’t change it.
  3. 3Copy the customer’s InstaPay or wallet number, or their bank details for a bank transfer, from the window and send the money the usual way, from your bank or wallet app.
  4. 4Upload a screenshot of the transfer (JPG, PNG, WebP or PDF) and add the transfer reference if you have one.
  5. 5Tick Email the customer if they gave an email, then click Mark refund sent.

Issue refund

Refund owedEGP 1,080InstaPay · 010 1234 5678
Upload a screenshot or PDFJPG, PNG, WebP or PDF · up to 5 MB
Transfer reference · optional
Mark refund sent
The Issue refund window.

Store credit

For a Shopify order with a customer account, the window shows the customer’s current and new Shopify store credit balance. Choose an expiry (never, 3, 6 or 12 months) and confirm. The credit is added in Shopify directly, and Shopify can email the customer. It can never be added twice for the same request.

Bank transfer

The window shows the account holder, the bank, and the account number or IBAN the customer gave, each with its own copy button. Paste them into your bank’s transfer form one at a time, send, then upload the receipt. Older requests from before this existed have no details: confirm the account with the customer first.

Original payment method

For a customer who paid online, the window shows which payment the money goes back to (for example Paymob) and how much Shopify can still refund on the order. Click Refund and REASONBACK creates the refund on the Shopify order. Your payment app then sends the money back to the customer’s card. You don’t send anything yourself, and there’s nothing to upload.

  • It can never be sent twice, even with a double-click or a second try.
  • If Shopify or the payment app refuses, nothing is sent. The reason is written on the request’s timeline and you can try again.
  • If Shopify doesn’t answer clearly, REASONBACK won’t try again by itself. The timeline tells you to check the order’s refunds in Shopify first.
  • More owed than Shopify can refund? The window says so and won’t send. Refund it from Shopify, then record it manually.
  • Payment apps can take a while. Paymob may confirm later. The request is marked resolved once Shopify accepts it, and the final result shows on the order in Shopify. Banks usually take a few days to show it to the customer.
  • Already refunded it in Shopify? Use “Record manually instead” so it isn’t sent again.

Nothing to pay?

For an even exchange, the button says Mark resolved instead. No money moves.

Check the number and the amount before you send. An InstaPay, wallet, bank transfer or original-payment refund can’t be reversed.

Managers and owners: keeping things moving

Everything above, plus a few jobs only you can do.

  • Escalations: the dashboard’s Escalations panel lists every request a teammate flagged. Open it, help, then click the amber flag to Mark handled.
  • Policy exceptions (owner and admin): a request filed outside your rules by a manager or agent waits for you to approve it. You can turn on automatic approval in Return rules → Eligibility → Staff-created requests.
  • Changing where a refund goes (owner and admin): if a customer gave the wrong InstaPay number or bank details, use the pencil on the Resolution & refund box before pickup. Original payment method can only be picked for an order that was paid online.
  • Keeping an eye on the numbers: see Reading your numbers.
Next:What your customers see