Customer Returns

  • Updated


Returning multi-shipment orders within Onport.


Onport's returns portal enables your customers to generate their own returns, via a white-labelled portal. The returns page is customisable, so you can ensure it reflects the look and feel of your store’s unique branding.

To do this, you’ll need to map your own domain and add your own logo to the returns page. You can do this under the returns setting page.


The following steps outline how returns work.

  • The returns flow begins when the customer logs into the returns portal with their order reference and email. You can also access the returns portal for a sale by clicking on the “returns portal” button in the top right from the sales page.

  • From the returns page, the customer should select the items they want to return and the quantity. The page is split into individual shipments, one for each dropship purchase raised and a separate section for in-house returns.

  • Once the customer has confirmed the return quantity for each purchase, you will then be notified by email a new return has been raised. You’ll need to either accept or reject the return. If needed, you can turn on the settings “automatically accept returns” to skip this step. This can also be set from the Onport portal, from Orders tab > Approval for returns > Automatically approve.

  • Once a return has been accepted, the vendor will then be notified. They’ll then be able to reject or accept the return. The customer will get a notification from each vendor as the returns are accepted.

  • When a return is accepted from a vendor, the customer will be notified by email and the return address for the items will be shown, together with any return instructions.

  • Once the vendor receives the items, they can then release the payment back to the customer. This will also refund any commission from the vendor back to you. If you paid the vendor outside of Onport (e.g. via a bank transfer, you should speak to your vendor on how best to get the refund back). If the item is an exchange, the vendor can skip the refunds. Instead, a new sale can be raised for the replacement item.


To exchange an item for a customer, you may or may not want to first return the item using the process above. To raise a new item for the customer, we recommend:

  1. Cloning the original sale in Onport. From the sales list, search for and select the sale you want to exchange. Once inside the sale, select the line items and click the clone button.

  1. If you want to send out a different item (e.g. a different size), delete the item on the new sale, then search for and add the new item(s).

  2. Once the new item(s) have been added, you should adjust the price accordingly. If you don't want to charge the customer or raise an invoice with the vendor, set the price to 0. Then, click finalize.

  3. This will process and close the sale, which will automatically create and send the new purchase orders to the vendor like any other order. From there, they'll be able to print shipping labels or enter tracking details for the items.

Note: In the above process, the sale was raised in Onport. As such, the customer won't receive any email notifications unless you sync the sale back up to your store. You can do this by clicking on the post to channel button. This will create a copy of the sale in your online store.


The Onport team is currently working on a multi-vendor returns management system that allows your customers to return items directly to your dropship vendors. This portal will be fully integratable with Onport, therefore removing the hassle of figuring out which items are to be returned to which vendors, and no more having to manually trigger refunds for customers. Look forward to an official announcement soon!

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