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Creating a return on a customer’s behalf (X-Cart 5.6.0.17 and later)

Learn how to document a return for a customer who contacts you directly instead of using self-service.

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Written by Anna Verbichenko

Requires: X-Cart 5.6.0.17 or later. If your store is on X-Cart 5.6.0.16 or earlier, see Creating returns on customer’s behalf in the "Order Returns (X-Cart 5.6.0.16 and earlier)" collection instead.

If a customer asks for a return by phone or email instead of using self-service — or if you keep self-served returns turned off — you can document the return yourself from the order.

Creating the return

  1. Open the order and go to its Returns tab.

  2. Click Create return.

    The "Create Return For Order #..." page opens.

  3. Select the item(s) to return and adjust the quantity if needed. The form lists every returnable item not already part of another return request, along with its Returnable until date for reference — but unlike a customer’s own request, an admin-created return isn’t blocked by an expired return window, so you can still process one as a goodwill exception.

  4. Pick a Reason for each item, and the destination warehouse in Return to.

  5. Click Submit return.

Unlike a return the customer submits themselves, one you create is approved right away — it skips the pending stage entirely, and X-Cart immediately issues the RMA(s) and emails the customer their packing slip. From there, the RMA works exactly like any other: see Processing return requests in the admin area for adding tracking numbers, completing and restocking, or cancelling it.

The return is visible to the customer in the Returns section of their account, same as a self-service one, and the order’s General Info tab reflects it with the usual Return in progress: X of Y label.


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