How to handle orders, returns and exchanges

In morebasket you handle each order from its details page: check payment, fulfil the items, and later manage a return, an exchange or a claim if something goes wrong. Draft orders let you create orders yourself for phone or in-person sales. Recording reasons helps you spot patterns.

What does a normal order look like?

The Orders area has an overview list and a details page for each order. A typical order passes through these steps:

1. Placed: the shopper checks out. Stock is reserved for the order.
2. Paid: payment is taken at checkout through the payment account you connected for your store.
3. Fulfilled: you pack the items and mark them fulfilled.
4. Delivered: the parcel arrives. Anything after this is a return, an exchange or a claim.

On the order page you can manage payments, manage fulfilments, and edit order items. Fulfilment is manual, so you decide when each order goes out. See Orders for the full list.

Check new orders at a regular time each day. A habit beats good intentions, and customers notice fast shops.

How do I fulfil an order?

1. Open the order and read the items, address and shipping option.
2. Pack the items from the right stock location.
3. Add your shipping details in the way you work.
4. Mark the items as fulfilled.

If you split an order into two parcels, fulfil each set of items when it leaves. Setup for options and carriers is in how to set up shipping for your online store.

What is the difference between a return, an exchange and a claim?

These words are close in meaning, so use them carefully.

Term	What happens	Example
Return	The customer sends items back, usually for a refund	Wrong size, changed mind
Exchange	The customer sends items back and gets different ones	Swap a Medium for a Large
Claim	You resolve a problem with an order you sent	Damaged in transit, wrong item sent

In morebasket you can manage returns, exchanges and claims from the order. Picking the right one keeps your records clear and your stock honest.

How do I handle a return?

1. Check your own return policy first. Is the request inside your window and condition rules?
2. Open the order and start a return for the items concerned.
3. Choose a return reason (see below).
4. Wait for the goods to arrive, and check them.
5. Refund the customer through the order’s payment, with a refund reason.
6. Put sellable items back into stock in Inventory.

Say clearly in your policy who pays return postage, how quickly you process a refund once goods arrive, and what condition you accept. When the money shows on the customer’s statement is up to the payment provider, so do not promise a date you do not control.

How do I handle an exchange?

An exchange suits shoppers who want the right size or color rather than a refund.

1. Confirm the replacement item is in stock before you offer it.
2. Start an exchange from the order.
3. Choose the returned item and the new item.
4. Fulfil the new item, as with any order.

If the new item costs more or less, the order shows the difference. Handle it through the order’s payments, in line with your policy.

Exchanges can keep a sale you would have lost. They also depend on accurate counts, so tie them to your variants and stock numbers.

When is it a claim?

Use a claim when the problem is on your side or the carrier’s: a damaged item, a missing item, or the wrong item. Your customer should not have to pay for your mistake.

Typical claim steps:

1. Ask for a photo of the problem, if that is part of your policy.
2. Start a claim from the order.
3. Decide on the fix: a replacement, a refund, or both.
4. Record what went wrong so you can learn from it.

If a carrier damaged the parcel, take the matter up with that carrier. morebasket does not claim shipping insurance, so do not promise cover that your own carrier account does not give.

What are draft orders for?

A draft order is an order you create yourself instead of the customer checking out. It is useful when:

• A customer orders by phone, message or in person.
• You are selling at an event and want a record.
• You are making a custom quote for a larger order.
• You are replacing something and want it tracked as a new order.

Create and manage draft orders from the Orders area. Once the order is confirmed, handle payment and fulfilment the usual way. It keeps off-site sales in the same place as everything else, so your list stays whole.

Why should I record reasons?

morebasket has settings for return reasons and refund reasons. They can seem like extra clicks, but they are the cheapest research you will ever do.

Useful return reasons are short and few:

• Too small
• Too large
• Not as described
• Arrived damaged
• Changed my mind
• Ordered by mistake

Review them now and then. If “too small” keeps appearing on one product, fix the size guide. If “not as described” shows up, improve the photos or text. Reasons turn complaints into improvements.

Keep the list consistent. Two near-identical reasons split your data.

How do I reduce returns in the first place?

• Describe products plainly, with real measurements.
• Show each color and angle in your photos. See product photos with a phone.
• Add a size guide where fit matters.
• Answer common questions on the product page.
• Put your policy where shoppers can find it before checkout.

You cannot remove returns entirely, and a fair policy builds trust. The goal is to avoid preventable ones.

Can the AI workforce help with orders?

The Order agent, part of the AI workforce, works on order and fulfilment tasks using your live store data. You decide what runs automatically and what needs your approval. AI can make mistakes, so review its work, especially on anything involving money or customers. The plan list on the pricing page puts the AI workforce on the Business plan.

Can I export my orders?

Yes. You can export orders, and the export runs in the background so a large one does not freeze the page. Exports are handy for your accountant or your own spreadsheet. morebasket does not claim order analytics or abandoned cart tools, so use your export for your own analysis.

Next step

Write down your return policy in five lines, then set up your return and refund reasons to match. Place a test order and walk it through fulfilment, a return and a refund so you know where each button is before a real customer needs it. The Orders page lists everything in this part of the admin.