Returns and Refunds

Store OS enables store staff to process order cancellations, product returns, exchanges, and manage the corresponding refunds in compliance with fulfillment rules, forward payment modes, and business-defined refund configurations.

Returns and refunds are supported for both self-pickup and delivery orders. Depending on the payment mode used during purchase and the order fulfillment type, different refund modes and processing flows are triggered.

Refund Modes Supported

The following refund modes can be configured for Store OS orders from the Fynd Commerce:

1. Credit Note (CN)

2. Transfer to Bank

   • Auto (by Fynd)
   • Manual (by Seller)

3. Back to Source (Razorpay, Juspay, Payment Links)

4. Manual Refund (Cash, UPI, Others)

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Refund modes available for any order will depend on:

• Fulfillment type (Self-pickup / Delivery)
• Mode of payment (Prepaid / Offline)
• Admin configurations on the Fynd Commerce

Fulfillment Type: Self-Pickup

• Return Eligibility: Allowed only at the ordering store

• Who Can Initiate: Store staff with admin or store manager access

• Where to Initiate: Store OS app or OMS (Seller Panel)

• Refund Modes:

  • Back to Source (wherever available)
  • Credit Note (recommended for in-store orders)
  • Transfer to Bank (manual/auto if B2S not possible)
  • Manual Refund

• Inventory Update: Returned items are added back to the ordering store’s inventory

• Special Configs:

  • Location must be configured to accept returns
  • Delta inventory can be added directly

• CN Support: CN generation and redemption both allowed

Fulfillment Type: Delivery

• Return Method: Only via pickup from customer address

• Who Can Initiate: Store staff from ordering or fulfilling store (with permissions)

• Refund Modes:

  • Credit Note: Not supported for 100% delivery orders
  • Back to Source: Razorpay/Juspay/etc., if available
  • Transfer to Bank: Recommended fallback for COD/Pinelabs
  • Manual Refund: For cash-based or unsupported online modes

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Cancellation is not allowed for customers directly (to avoid refund conflicts for CAS)

Partial Fulfillment (Pickup + Delivery)

• Returns Handled Per Shipment Type

• Refund Logic:

  • Pickup items → CN, Back to Source, Transfer to Bank
  • Delivery items → Refund via seller (manual/manual-bank transfer)

• Transfer to Bank: Not allowed as a refund mode for pickup items paid via cash or Pinelabs

Return Scenarios Summary

Fulfillment Type	Forward MOP	Refund Modes Allowed	CN Supported	Notes
Self Pickup	Cash/Pinelabs	CN, Manual, Bank Transfer (manual), B2S (if online)	Yes	Initiate at store; only at ordering store
Delivery	Razorpay/Juspay	B2S, Manual, Bank Transfer	No	Pickup return only; seller liable for offline MOP
Delivery	Cash/Pinelabs	Manual Refund (fallback); Seller needs to process	No	Store OS initiates return, refund via Seller
Mixed	Any	Split-based logic	Partial	CN only for pickup items, delivery → manual/seller

Store Staff Workflow

From the Store OS app, staff can:

1. Cancel or Return Orders

2. View Available Refund Modes (based on eligibility)

3. Select Preferred Refund Mode:

   • Back to Source
   • Transfer to Bank
   • Manual Transfer
   • Credit Note

4. Complete the Return

5. Track Refund Status

Admin Capabilities (Fynd Commerce)

• Define allowed refund modes per sales channel:

  • ON/OFF toggles for each refund mode

• Monitor refund status:

  • Initiated / Pending / Approved / Failed

• Approve manual refunds (bank transfer)

• CN is disabled for cancellations by default (since CN is generated post-invoice)

Customer Experience

Customers can:

• For Pickup Returns:

  • Choose refund method at store (CN, manual, B2S, bank transfer)

• For Delivery Returns:

  • Submit pickup requests; refund via seller
  • Credit Note not applicable for fully delivered orders

• Refund Communication:

  • Receive SMS/email for refund flows: success, failure, or OTP-validated bank details
  • Get printable CN (PDF and thermal) for reuse in future orders