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theopsroom Guide

Decide a return

When a buyer asks to return an item or for a refund, theopsroom shows the request on the return and lets you answer it there. Only you, the seller, make these decisions; the warehouse checks the parcel that comes back.

How a return goes

Section titled “How a return goes”
  1. Return requests: the buyer asked. You answer before the marketplace’s deadline.
  2. On the way: the buyer is sending it back.
  3. To check: it arrived and the warehouse checks each unit and records its condition (good, damaged, used, missing, wrong item or not the order), with photos.
  4. Waiting for seller: you decide the refund (and what happens to damaged items).
  5. Closed.

Steps

Section titled “Steps”
  1. Open Returns and click Return requests or Waiting for seller. Requests with the nearest deadline are first. Click a return to open it.
  2. Read the box at the top: what’s asked (“Return request”, “Refund-only request”, “Refund for this return”), the amount, the deadline, and the buyer’s reason and photos.
  3. Once the warehouse has checked the parcel, the box also shows What the warehouse found. For each SKU it lists the counts, such as “1 good · 1 damaged”, the warehouse’s note, Seal broken when the seal was already open, and Not put back into stock when good units were kept on a held shelf. The warehouse’s photos of each item are under it. Read this before you answer.
  4. Click your answer. Each asks you to confirm first. You see “Sent to ….” when it’s done.
  5. For Reject, Refuse refund, Dispute or Decline, a window opens: choose the marketplace’s Reason (TikTok, Shopee), tick the warehouse’s photos to send as evidence, write a comment, and click the send button.
A Shopee return request: amount, deadline, buyer's reason, Offer a partial refund and Dispute
  1. 1. What the buyer asks for, and the amount.
  2. 2. Your deadline. After it, Shopee decides.
  3. 3. Why the buyer wants to return it.
  4. 4. Offer part of the money back.
  5. 5. Dispute the request, with Shopee’s reason and a comment.
Tap or click the picture to open it full size.
A checked Lazada return: Refund for this return, 1 damaged, Accept refund and Refuse refund
  1. 1. The warehouse checked the parcel: now decide the refund.
  2. 2. What the warehouse found.
  3. 3. Accept: the buyer gets the refund.
  4. 4. Refuse, sending the warehouse’s photos as evidence.
Tap or click the picture to open it full size.

What you can do on each marketplace

Section titled “What you can do on each marketplace”
Marketplace Request After the warehouse check Also
Lazada Approve / Reject Accept refund / Refuse refund Refund only: Agree refund / Dispute
TikTok Shop Approve / Reject (with TikTok’s reason) Accept refund / Refuse refund Refund only: Agree refund / Dispute; Offer a partial refund when TikTok allows it
Shopee No approve: Dispute (with Shopee’s reason). If you do nothing, Shopee moves it on by its deadline. Refund in full / Dispute Offer a partial refund; Accept counter-offer when the buyer counters
Shopify Approve / Decline Refund in full / Close without refund Partial refund (Shopify refunds the buyer straight away)

Shopify returns are refunded or closed only after the warehouse has checked the parcel. theopsroom sees Shopify returns on orders from the last 60 days; handle older ones in your Shopify admin.

Offer a partial refund

Section titled “Offer a partial refund”
  1. Click Offer a partial refund (Shopify: Partial refund).
  2. Choose whether the buyer Keeps the item or Returns the item.
  3. Type the Amount (S$) within the range shown, and a Reason if asked.
  4. Click Send offer (Shopify: “Refund S$…”).

The box then shows the buyer’s answer: “Offered … — waiting for the buyer”, “Buyer asks for … (… counters left)”, “Buyer accepted …”, or “Buyer rejected your … offer”.

If something goes wrong

Section titled “If something goes wrong”
Message Why What to do
“… actions are switched off for now — decide in … Seller Center.” Answering from theopsroom isn’t switched on for that marketplace. Decide in the marketplace’s Seller Center.
“Choose at least one photo to send as evidence” Refusing a refund needs evidence. Tick at least one photo.
“Write a short comment for …” A comment is required. Write one.
“Enter an amount from … to ….” The offer is outside the allowed range. Change the amount.
“Waiting for the buyer’s answer to your … offer” You already made an offer. Wait for the buyer.
“… says this request is … — nothing to decide” The marketplace already closed it. Nothing to do.
“Already sent to … for this request” It’s already answered. Nothing to do.
“Refund or close a Shopify return after the warehouse has checked it” — Wait for the check.
“… refused it: …” The marketplace said no. Read its reason; act in Seller Center if needed.
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