Returns

Overview

The Returns section centralizes return requests from all connected marketplaces. Every return is linked to its originating order, classified by reason, and tracked through the refund lifecycle. The AI return analytics layer adds automatic reason classification and anomaly detection on top of this foundation.

Key Concepts

Return Reason Codes — Each marketplace uses its own return reason taxonomy. NexusCommerce normalizes all reasons into a standard set:

Return Status — The return lifecycle:

return_requested → return_approved → in_transit → received → inspected → refunded / rejected

Restocking — After inspection, items can be marked resellable (returned to inventory) or damaged (written off).

Getting Started

Returns appear automatically in the Returns list when customers initiate them on the marketplace. No configuration is required for returns to appear.

For marketplaces where return authorization is required (Amazon, Walmart), NexusCommerce can auto-authorize returns based on configurable rules.

Features

Returns List

The Returns list shows all return requests with columns:

Filters:

• Status
• Marketplace
• Reason code
• Date range
• Refund amount range

Return Detail Page

Header:

• Return ID, originating order ID, and marketplace
• Return reason (normalized + marketplace-original)
• Current status with timeline

Item Details:

• SKU, title, quantity, unit price
• Marketplace listing link

Customer Message:

• The customer's free-text reason (where provided by the marketplace)

Actions:

• Approve Return — Authorize the return. For Amazon, this sends a Return Merchandise Authorization (RMA).
• Reject Return — Decline the return with a reason. Only applicable where marketplace policy permits.
• Mark Received — Record that the physical return arrived at your warehouse.
• Mark Inspected — Record inspection result: resellable, damaged, or missing.
• Issue Refund — Trigger refund on the marketplace. Amount is pre-filled but editable (partial refunds supported on some marketplaces).
• Add to Inventory — If resellable, restock the item. Select the warehouse and confirm the quantity.

Auto-Authorization Rules

Navigate to Settings > Returns to configure auto-authorization rules. Example rule:

• If reason is wrong_item or defective AND order value is under $100 → auto-approve
• If reason is changed_mind AND order is more than 30 days old → auto-reject

Rules are evaluated in order. The first matching rule wins.

Return Analytics Preview

The Returns list header shows summary stats:

• Return rate (last 30 days) vs. previous 30 days
• Top return reason (last 30 days)
• Return rate by marketplace (bar chart)

Full return analytics, including AI anomaly detection, are in Return Analytics.

Refund Tracking

NexusCommerce tracks all refund transactions in the refund_transactions table. Each transaction records:

• Refund amount and currency
• Marketplace refund ID
• Refund method (original payment method, store credit, etc.)
• Processing timestamp

Refund data flows into the Analytics revenue reports to give an accurate net revenue figure.

Configuration