# Return QC & Cancellation

How to access on Fynd Commerce 
Commerce Panel → Sales Channel (select application) → Order → Return QC & Cancellation

Your customers might return products due to unforeseeable circumstances. If a product is returnable, your customers would get an option to return the delivered product (if it's within the return window). However, it's worthwhile to know the reason behind returning a product too. At the same time, a Quality Check (QC) might be vital for you to validate the genuineness of a return.

The **Return QC and Cancellation** allows merchants to define custom, logic-based rules for handling return and cancellation requests efficiently. Merchants can set conditions such as product price, tags, categories, and more to determine approval flows, quality check requirements, and automated decisions. This ensures better control over post-purchase operations and reduces manual intervention.

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Video: How to create rules using RMA
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## Creating Return Rules

1. Go to Return QC and Cancellation.
2. Select the **Return** tab.
3. Click **Create Rule**.


### Rule Details

* **Name**: Enter a reference name for the rule. This helps in identifying and managing different configurations easily.
*Example: High-Value Product Return – Pre-QC Required*
* **Description (optional)**: Add a brief description to identify the rule purpose.
*Example: Applies QC for premium products.*


### Adding Conditions

Use conditions to specify when a rule should be applied, such as for certain product categories, price ranges, or tags, so you can tailor return handling to fit your business logic.

Click **+ Add Condition** and choose from:

* **Department & Category**
  * Select one or more departments and categories.
  * *Example: Department: Electronics, Category: Smart Watches*
* **Actual Price (MRP/MSRP)**
  * Apply rules based on the product’s listed Maximum Retail Price (MRP) or Manufacturer’s Suggested Retail Price (MSRP).
  * Select a condition:
    * Greater Than
    * Less Than
  * Enter a price value.
**Example**: *Greater Than ₹500*
* **Selling Price (ESP)**
  * Apply rules based on the product's **Selling Price**, which is the price after any **product-level discounts** are applied. This is useful for creating rules that target **mid- or low-value products** which may require stricter return or cancellation checks.
  * Select a condition:
    * Greater Than
    * Less Than
  * Enter a price value.
**Example**: *Less Than ₹600*
* **Product Tag**
  * Select tags from the dropdown that are assigned to products.
  * *Example: Tag: Cotton, or Fragile.*


Multiple conditions can be combined to target specific scenarios for which the configured return would be applied.

### Adding Reasons

* Click **+ Add/Choose Reason**.
* Choose from preset options or add a new one.
*Examples: Product not of good quality, Improper material, Other reason*


You can sort reasons using drag and move to control the order in which they are displayed to the customer during the return flow.

* Click Sub Reason.
* **Sub Reasons**: Add nested reasons for more granular reporting.


*Example: Sub reason under “Product not of good quality”: “Stain found on product”*

#### Reason Settings

Each reason allows further configuration:

* Click on the expand button on the reason.
* **Remarks** (Optional or Mandatory): Enable this toggle to allow customers to add additional remarks during the return process.
  * Select **Optional** to let customers choose whether or not to provide a remark.
  * Select **Mandatory** to require customers to enter a remark before proceeding.
  * Remarks can be configured either at the **main reason** level or at the **sub-reason** level—not both.
    * If remarks are enabled for the main reason, sub-reasons cannot be added.
    * If sub-reasons are configured for a main reason, remarks can only be collected at the sub-reason level.
* **Quality Check**: Toggle on to enable pre and/or doorstep QC.
  * *Pre QC*: Inspection before return pickup.
  * *Door QC*: Inspection at the pickup doorstep.
* **Questions**: Select the inspection checklist questions that the delivery partner should follow during the Doorstep Quality Check (QC). This section is applicable **only when Doorstep QC is enabled** for a return reason. The selected questions act as a checklist for the delivery partner to assess the product’s condition during pickup.
  * These questions ensure consistency in QC and help capture evidence at the time of collection.
* **Examples**:
  * Check if the item image matches the return request
  * Check for any visible damage to the product
  * Verify if all product components/accessories are included


Click **Save** once the return rule is configured. Your rule will be created and can be found in the return rules list.

### Rule Actions

Use the icons beside each rule to:

* **Clone Rule**: Duplicate the rule.
* **Move to position**: Change the order of rules by selecting a position or using drag and drop.
* **Edit**: Update rule details.
* **Delete**: Remove rule.
* **Toggle On/Off**: Disabling a rule will activate the next eligible rule in the sequence. If no other rules are configured, the system will follow the default return logic.


### Important Notes

* You can also view the **default system rules** to understand what logic will be applied when no custom rule is configured or active.
* Enabling **Quality Check** prompts a confirmation due to possible additional charges.
*Tip: Coordinate with Fynd Support Team.*
* Once configured, the rule appears in the **Returns list** with a summary of its associated reasons, parameters, and logic.


## Cancel Reasons Configuration

The Cancellation Reasons module allows merchants to define rules for collecting cancellation feedback from customers.

1. Go to **Return & Cancellation Reasons.**
2. Select the **Cancel** tab.
3. Click **Create Rule**.


### Rule Details

* **Name**: Enter a reference name for the cancellation rule. This helps identify and manage different configurations with ease.
*Example: High-Value Prepaid Cancellation – Manual Approval Required*
* **Description (optional)**: Provide context or usage intent.
*Example: Used to manually approve cancellations for prepaid orders above ₹500.*


### Adding Reasons

* Click **+ Add/Choose Reason**.
* Select from existing reasons in the dropdown such as *Product not of good quality*, *Stain found on product*, or *Better price found elsewhere*.
* You can also add custom cancellation reasons if the available options don’t meet your requirements—just like in the return configuration.


You can drag and move reasons to sort them in the order you want them displayed to customers.

#### Reason Settings

* Click on the expand button on the reason.
* **Remarks** (Optional or Mandatory): Enable this toggle to allow customers to add additional remarks during the cancellation  process.
  * Select **Optional** to let customers choose whether or not to provide a remark.
  * Select **Mandatory** to require customers to enter a remark before proceeding.
  * Remarks can be configured either at the **main reason** level or at the **sub-reason** level - not both.
    * If remarks are enabled for the main reason, sub-reasons cannot be added.
    * If sub-reasons are configured for a main reason, remarks can only be collected at the sub-reason level.
* **Sub Reasons**: Add follow-up options under a main reason to capture more specific customer feedback.
  * For example, under *Product not of good quality*, sub-reasons could include *Stitching issue*, *Fabric feels rough*, or *Loose fit*.
* Click **Sub Reason** button.
* Select the sub-reasons from the dropdown for customers to choose. If the main reason is *Stain found on product*, a valid sub-reason could be *Stain on collar* or *Stain on sleeve*.
  * Note: Sub-reasons should be more specific explanations under a broader main reason.


Once configured, the rule appears in the reason Summary on the right.