# Returns and Refunds

Store OS enables store staff to process **order cancellations, product returns, exchanges**, and manage the corresponding **refunds** based on the order’s fulfillment type, payment method, and the refund options enabled by the merchant.

## How Refunds Work

When a return or cancellation is initiated:

* Store OS checks the order’s fulfillment type and payment mode.
* Eligible refund options are shown to the store staff.
* The selected refund method determines how and when the customer is refunded.


## Refund Methods Available

Merchants can offer the following refund methods:

* **Back to Source**: Refund is sent to the original online payment method (where supported).
* **Credit Note (CN)**: Store-issued credit note that customers can use for future purchases.
* **Transfer to Bank**: Refund transferred directly to the customer’s bank account.
* **Manual Refund**: Refund completed outside Store OS (cash, UPI, or other offline methods).


The refund methods shown for an order depend on fulfillment type, payment mode, and merchant settings.

## Returns & Refunds by Order Type

### 1. Self-Pickup (In-Store) Orders

* **Return Eligibility**: Allowed only at the **ordering store** where the order was placed
* **Who Can Initiate**: Store staff with admin or store manager access
* **Refund Modes**:
  * Back to Source (for online payments)
  * Credit Note (recommended for in-store orders)
  * Transfer to Bank
  * Manual Refund
* **Inventory Update**: Returned items are added back to the **ordering store’s inventory**
* **Special Configs**:
  * Store must be enabled to accept returns
  * Credit Notes can be reused for future purchases


### 2. Delivery Orders

* **Return Method**: Items are picked up from the customer’s address
* **Who Can Initiate**: Store staff from ordering or fulfilling store (with permissions)
* **Refund Modes**:
  * 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
* **Special Configs**:
  * Credit Notes are not supported for fully delivered orders
  * For cash or offline payments, the merchant completes the refund


### 3. Mixed Orders (Pickup + Delivery)

* **Returns Method**: Refunds are handled separately based on item fulfillment type
* **Refund Modes**:
  * **Pickup items**
    * Credit Note
    * Back to Source
    * Transfer to Bank
  * **Delivery items**: Refund processed by the merchant (manual or bank transfer)
* **Special Configs**:
  * Credit Notes apply only to pickup items
  * Delivery item refunds follow merchant-managed processes


### Return Scenarios Summary

| Fulfillment Type | Payment Mode | Refund Modes Allowed | CN Supported |
|  --- | --- | --- | --- |
| Self Pickup | Online | CN, Back to Source, Bank Transfer (manual), | Yes |
| Self Pickup | Cash/Offline | CN, Manual, Bank Transfer | Yes |
| Delivery | Online | Back to Source, Bank Transfer | No |
| Delivery | Cash/Offline | Manual Refund | No |
| Mixed | Any | Split by fulfilment type | Partial |


### Store Staff Workflow

From the Store OS app, staff can:

1. Open the order in Store OS
![QG1](https://cdn.pixelbin.io/v2/doc/original/moonlight/StoreOS/Refund/1.jpg)


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Figure 1: Order in Store OS
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1. Initiate a return or cancellation
![QG1](https://cdn.pixelbin.io/v2/doc/original/moonlight/StoreOS/Refund/2.jpg)


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Figure 2: Initiate a return
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1. Select the quantity and reason for return
![QG1](https://cdn.pixelbin.io/v2/doc/original/moonlight/StoreOS/Refund/3.jpg)


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Figure 3: Refund options
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1. View eligible refund options
![QG1](https://cdn.pixelbin.io/v2/doc/original/moonlight/StoreOS/Refund/4.jpg)


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Figure 4: Select a refund method
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1. Select the refund method
![QG1](https://cdn.pixelbin.io/v2/doc/original/moonlight/StoreOS/Refund/5.jpg)


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Figure 5: Select the refund method
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1. Complete the return
![QG1](https://cdn.pixelbin.io/v2/doc/original/moonlight/StoreOS/Refund/6.jpg)


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Figure 6: Return complete
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1. Track refund status from the **Orders** section
![QG1](https://cdn.pixelbin.io/v2/doc/original/moonlight/StoreOS/Refund/7.jpg)


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Figure 7: Track refund
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###Merchant Controls

From Fynd Commerce, merchants can:

* Enable or disable refund methods per sales channel
![QG1](https://cdn.pixelbin.io/v2/doc/original/moonlight/StoreOS/Refund/8.jpg)


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Figure 8: Enable or disable refund methods/em>
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* Approve bank transfer refunds
* Track refund status (Initiated, Pending, Approved, Failed)
![QG1](https://cdn.pixelbin.io/v2/doc/original/moonlight/StoreOS/Refund/9.jpg)


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Figure 9: Refund status/em>
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### Customer Experience

Customers receive:

* SMS and email updates on refund status
* OTP verification for bank refunds (if required)
* Printable Credit Notes for future use