Order Refund/Cancellation Processes

Order Cancellation/Return Processes allow customers to cancel or return the products they have ordered through any platform of the brand. The cancellation and return processes are carried out entirely within the Akinon Instore application, following the brand's cancellation/return procedures.

To cancel or return an order using the Instore application, the customer needs to click on the Order Refund/Cancellation button on the main screen.

When the Order Refund/Cancellation button is clicked, the user is directed to the Order Refund/Cancel Acceptance screen, where the order to be canceled or returned can be searched using the order number.

To initiate the cancellation or return process, a valid order number should be entered in the "Order Number" field, and then the Search Order button should be clicked to perform the search. The barcode icon within the "Order Number" field can also be clicked to scan the order number barcode, similar to the product search section.

If an invalid order number is entered, the screen will display a message saying "Order could not be found". Additionally, for orders that cannot be canceled or returned according to the brand's refund/return policies, a message saying "A refund request cannot be opened for this order" will be shown on the screen.

When a valid order number is entered in the "Order Number" field and the search is performed, the transition to the screen where the order cancellation or return process will take place occurs. Whether the items in an order will be canceled or returned is automatically determined based on the brand's cancellation/return policies. The Instore user does not need to make any decisions or take any actions in this regard.

The screen where the cancellation or return process is performed consists of a total of four sections surrounding the main section where the products included in the order can be viewed and processed. The side sections on the screen allow for searching for a specific product within the order, checking which store user will perform the return process, and viewing a summary of the cancellation/return process.

The section displaying the products included in the order allows not only the viewing of product details but also the initiation of the cancellation or return process for the respective product.

The "Product" column in the screen contains distinctive features of the product such as the product image, product SKU number, and product title. The "Barcode" column displays the barcode of the product, the "Color" column shows the color of the product, and the "Size" column indicates the size of the product. The "Status" column indicates the order status of the product within the order. The order status can be different for each product within the order or it can be the same. The order statuses encompass a wide range of order conditions such as "Canceled", "Shipped", "Delivered", "Returned", and so on.

When a product to be canceled or refunded is selected from the products within the order, the dropdown menu in the "Refund/Cancel Reason" column becomes active. The text in the dropdown menu is automatically determined based on whether the order is being canceled or refunded, displaying either "Please select cancel reason" or "Please select refund reason". To cancel or refund an order, one of the cancellation/refund reasons listed in the dropdown menu must be selected. The cancellation and refund reasons are determined by the brand on the Omnitron platform.

Once the products to be canceled or refunded within the order are selected and the necessary cancellation/refund reasons are determined, the Create Order Refund/Cancel button on the screen becomes active.

When the Create Order Refund/Cancel button is clicked, a popup screen opens confirming the successful completion of the cancellation/refund process. In this screen, the Print button allows printing the canceled/refunded products and related information. Clicking the OK button finalizes the cancellation/refund process and redirects to the Order Refund/Cancel Acceptance screen.

For initiating a cancellation or refund for the products in an order, there should not be any pending cancellation or refund request for that order. In such a case, the Instore application prevents the initiation of a new cancellation or refund request for that order.

Refund and Cancellation Page Color Display Guide​

On the Cancellation and Refund Page, color coding for order items based on their status is implemented as follows:

Light Pink (Pending Status): All product items already completed. These products have been canceled and no actions can be taken on these items. Users can view these products but cannot perform any actions.

Red (Canceled Products): Product items can be canceled/refunded. Users can choose a cancellation/return reason for these products.

The color displays are updated using the Cancellation Requests data from the Omnitron system. This ensures consistency in color coding. This feature is designed to help users quickly understand the product statuses on the Cancellation and Refund Page and take appropriate actions.

In this section, the reasons for cancellation and returns can be automatically retrieved from Omnitron, and additionally, brand extensions can be used for products that can be canceled. To retrieve information using the extension, the Settings > Configuration > Activate The Return Process setting needs to be checked.