- Select the account and find the request by reference or status. Compare the return with the order and the products received before correcting stock or documents.
- Open Review and change return, read the requested resolution and check the products and quantities. Choose the available operation, confirm and press Apply in eMAG. Finalise only after fulfilling the customer's resolution and checking the required documents.
- Changing the request status does not automatically create a credit note or record goods receipt. Check documents, refund and actual quantity received separately. For an unconfirmed result, use Synchronise status before another change.
Related resources
Practical example
Clientul returnează una dintre două bucăți ale comenzii. Compari cererea cu produsul primit și factura inițială înainte de corectarea stocului sau a documentului. În Verifică și modifică returul alegi operațiunea disponibilă și confirmi Aplică în eMAG. Urmărești rezultatul; starea returului nu confirmă singură recepția, rambursarea sau stornarea.
Frequently asked questions and solutions
A return request exists, but the product has not arrived. Should I add it to stock?
Check physical receipt, quantity and condition. A request does not prove the product was received. Update stock and documents through the appropriate workflows only after supporting the transaction.
Confirmation has an unclear result. Should I repeat the operation?
Open the exact order in the store and check its status, changes and existing refunds, then the synchronisation result. Clarify the result before retrying. Confirmation without a final response does not justify two orders, two refunds or two changes for the same request.