--- title: "Return assistant" url: "https://support.acendy.com/en/article/return-assistant" language: "en" last_updated: "2026-10-14T04:35:02.521Z" --- # Return assistant Scan the return package, count what came back, and credit with one button, also on tablet and phone. The Return Assistant is a dedicated page for receiving returned packages. You scan the package, count what came back, and press one button. Crediting, inventory, and receiving happen in the same operation. The page is made for tablets and phones at the packing table, but works just as well on a PC. > **💡 Requires Plus** > The Return Assistant is part of the Plus plan. On other plans, the page shows what it does, and you credit returns from the order page as before. See **Receiving and registering returns in the control panel** You can find it under **Orders › Returns › Return Assistant** * * * ## The list of incoming returns To the left, you see all returns registered by customers that have not been received yet. The oldest is at the top. Each card shows the order number, customer name, how many units are coming, and how long the return has been waiting. The search field above the list finds a return by order number, customer, or product. * * * ## How to process a return **1.** Scan the return form or order code on the packing slip. You can also click on a return in the list. **2.** The return opens on the right with the items the customer reported for return. **3.** Count what is actually in the package. Scan the barcode on each item, or click on the item. **4.** Check the options under **Options** if you need to change anything for this specific return. **5.** Press **Credit and complete** The scanner distinguishes between order codes and product codes automatically. An order code opens the return. A product code counts one unit on the open return. If you scan a product code before a return is open, you will be notified to open a return first. > **⛔ This is an actual credit** > The customer receives the money back through the payment provider, just like when you issue a credit from the order. Check the lines and options before pressing **Credit and complete** ### What you count is what gets credited The quantity you count controls everything: how much the customer gets refunded, what is restored to stock, and what is marked as received. If the customer declared a return of two items, but only one is in the parcel, you count one. The second remains marked as not received. Products on the order that are not included in the return are hidden. If something extra arrived in the parcel, press **Show all products** and count it under **Not in return** ### Quality control With quality control turned on, each unit must be scanned or approved before it can be credited. The counter shows, for example, **1 of 2**. If everything looks correct, press **Approve** on a product or **Approve all** With quality control turned off, the registered units are counted from the start. You can then issue a credit immediately, or adjust the quantity down if something is missing. You turn quality control on and off under **Return settings › Receiving and crediting** * * * ## Crediting options The options are pre-filled from the defaults in the return settings. Only change them when a specific return needs to be processed differently. | Option | What it does | | --- | --- | | Back in stock | Per item. Restocks the returned item to inventory | | Refund the amount to the customer | Sends the money back through the payment provider | | Credit shipping | Returns the shipping cost to the customer | | Credit fee / Add fee | Credits fees on the order, or deducts a return fee | | Activate products/variants that get positive stock | Makes hidden products visible again when they receive stock | Credit note and accounting export follow the same settings as when you credit from the order. > **⚠️ Payment methods without automatic refund** > Some payment methods cannot refund automatically. In these cases, it will say **Refund manually** under the options, and you must refund the customer yourself after crediting. * * * ## Returns without registration in the online store If a package arrives that the customer has not registered in the online store, you can still receive it: **1.** Search for the order number, or scan the order code on the packing slip. **2.** The order will appear marked **No return registered**. Open it. **3.** Count the items that came back. **4.** Select **Return reason** **5.** Press **Credit and complete** The return is registered with the reason you selected in the same operation, so that it is included in the return statistics. * * * ## When the return is completed You get a summary of what happened, for example: - The credit order that was created - How many lines were added back to stock - If the customer was refunded - That the return is marked as received - That the customer received the email about the received return, if the template is active From here you select **Next return**Stay here **or** Open credit order ### Go to next return automatically If you turn on **Go to next return automatically**, the summary closes by itself after a moment. This is convenient when you have a stack of packages. The choice is remembered for you, not for all users in the store. The summary will remain if something requires your attention, such as a refund you need to process manually or an accounting transfer you need to decide on. Where the wizard goes after a completed return is chosen under **Return Settings › Receipt and crediting › After completed return**: back to scanning, or straight to the next return. * * * ## If something isn't right | Message | What it means | | --- | --- | | Order #… has no return on the way | The order has no return waiting to be received | | Everything on this order has already been credited | The money has been returned previously. Click **Mark the return as received** to remove it from the list | | Something on this order is still not credited | Credit the rest before marking the return as received | | No product on this return has the barcode … | The item does not belong to the open return | | Everything with barcode … has already been counted | You have scanned more units than the customer reported | * * * ## Tips - You can still credit returns from the order page. The return wizard and the order page do the same thing with stock, credit notes, and accounting. - Set the defaults in the return settings first. Then you almost never need to open **Options**If you use a tablet, connect a barcode scanner. The wizard accepts scans without needing to click in a field first.