Return Order Items

This article explains what the Order Returns Report shows, how to give a user access to it, and how to filter and export your returns and refunds data.

What is the Order Returns Report?

The Order Returns Report lists every return, refund and exchange completed against an order in StoreFeeder, one row per order line. Use it to see what's coming back, why, and how much has been refunded, by channel, product and date.

In the menu the report is called Refunds Summary, and the page itself is titled Refund Report. All three names refer to the same report.

Note: The report only includes returns and refunds recorded in StoreFeeder. For most channels, a refund made on the channel is not sent back to StoreFeeder, so it won't appear here until you also return the order in StoreFeeder.

Giving a user access to the report

The report isn't switched on for users by default. An admin user needs to add it to each user who should see it.

Go to Settings > Company > Users.
Click Edit/View User next to the person who needs access.
Open the User Permissions tab.
Under Page Permissions, expand Reports > Orders and tick Refunds Summary.
Click Save.

User Permissions tab with Refunds Summary ticked under Reports, Orders in the Page Permissions tree

Opening the report

Go to Reports > Orders > Refunds Summary.

What each column shows

Column	What it shows
Year, Month, Refund Date	When the return or refund was processed in StoreFeeder.
Channel	The channel the original order came from.
Order Number	The StoreFeeder order number. Click it to open the order.
Country	The order's delivery country.
Account Invoice ID	The invoice reference for the order, where one exists.
Product SKU, Product Name, MPN	The product on the returned order line. Click the SKU to open the product.
Refunded Quantity	How many units of that line were returned or refunded.
Scanned Product Barcode	The barcode scanned when the return was booked, if one was scanned.
Reason	The return reason chosen on the order, such as Unwanted By Customer, Damaged Goods or one of your custom reasons.
Currency Code	The currency of the order, for example `GBP`.
Refunded Product Amount (inc Vat), Refunded Product Vat	The amount refunded for the product, and the VAT portion of it.
Shipping Refunded Amount	Any shipping cost refunded on the order.
Net Order Amount Refunded	The total refunded against the order.

Filtering and exporting

Each column has a filter box underneath its heading. Type into a box, or pick from the dropdown for Channel and Reason, to narrow the results. Use the date filter on Refund Date to look at a set period. Click a column heading to sort by it.

To clear every filter at once, click Reset Filters. Use Page Size at the bottom of the grid to show more rows per page.

To download the data for further analysis, click Export.

Limits and things to watch for

Only returns made in StoreFeeder are included. If you refund on the channel, you also need to return the order in StoreFeeder for it to show here.
Returns can only be made on despatched orders, so unshipped cancellations won't appear in this report.
Return reasons come from your settings. To report on your own reasons, add them in Settings > Misc > Order Return Reasons before you process the returns. Existing returns keep the reason they were given.

Troubleshooting

I can't see Refunds Summary in the Reports menu
The report isn't enabled for your user. Ask an admin on your account to tick Refunds Summary in your page permissions, as described in the Giving a user access to the report section above.

"You do not have the required page permissions to view this page"
Your user doesn't have permission for this report. An admin on your account needs to add it for you.

A refund I made on the channel isn't in the report
Most channels don't send refunds to StoreFeeder. Open the order in StoreFeeder and return the items there, and the return will appear in the report.

The report is empty
Check the Refund Date filter and any text you've typed in the column filters, then click Reset Filters and try again.

Still stuck? Contact StoreFeeder support with your account name, the filters and date range you used, and the order number of a return you expected to see (or one that looks wrong). This lets our team check that order's return history against the report.