The Manually Resolve tool is designed for situations where a return needs to be handled differently than originally submitted in Reversio.
When you manually resolve a return, the return is closed, marked as completed in Reversio and no further automatic actions will be triggered. This allows you to process the return outside of the standard workflow.
Where to find Manually Resolve
You can manually resolve any return that has not yet been Completed or Rejected.
- Open the relevant RMA.
- Click Manually Resolve in the top-right corner.
- Choose whether you want Reversio to send a confirmation email to the customer.
- Confirm the action.
When to use Manually Resolve
Manually Resolve is useful whenever you need to make an exception that differs from the return submitted by the customer.
Typical examples include:
- You agree to a special arrangement with the customer that is not reflected in the original return request.
- An exchange product is out of stock, and you decide to issue a refund instead.
- You want to send a different exchange product than what's chosen in Reversio.
- The customer requests a refund instead of a gift card after the return has already been received.
- You choose to refund a higher amount than the amount calculated by Reversio.
- The return has already been processed outside of Reversio and no further automation is needed.
In general, Manually Resolve should be used whenever you approve a customer request that Reversio cannot track or process automatically.
Important
Once a return has been manually resolved, Reversio will stop performing any automatic actions related to that return. Make sure all necessary actions (such as refunds, exchanges, or customer communication) have been handled before completing the return manually.