Shopware 6: returns

About this article

This article describes how to process returns via your Shopware 6 integration with ChannelEngine.

Table of contents

Introduction

Setup

Marketplace returns

Merchant returns

Returns management on Shopware

Introduction

Shopware 6 has recently expanded its ecommerce capabilities with the introduction of the Returns Endpoint, available as part of the Shopware Rise Plan and higher through the Shopware Commercial Extension.

To gain a background understanding of how to process orders on the Shopware 6 interface, check out Shopware's returns management tutorial (video).

Managing returns via ChannelEngine's integration with Shopware 6 streamlines the returns process, giving merchants a seamless way to manage product returns, improve customer satisfaction, and maintain efficient inventory control.

Setup

The Shopware 6 merchant plugin supports bi-directional returns workflows:

1. Returns initiated on the marketplace
2. Returns initiated by the merchant

Both workflows are managed by settings on the plugin setup page:

• Synchronization of merchant returns - enable the synchronization of merchant returns between Shopware and ChannelEngine.
• Synchronization of marketplace returns - enable the synchronization of marketplace returns between Shopware and ChannelEngine.

Returns are synced when the settings are enabled (Yes option).

Marketplace returns

When a return request is created on the marketplace/channel, a corresponding return is created on ChannelEngine with the status In progress. Returns with this status are synchronized from ChannelEngine to Shopware.

Overview

1. A return is requested on the marketplace.
2. The return request is imported into ChannelEngine, and a return is created on ChannelEngine with the status In progress.
3. The return is exported to Shopware, where:
   1. The corresponding order line status is updated to Return requested.
   2. The return status is Open.
4. When the returned product or products arrive at your warehouse, you update the return status to Done. This update is done by you directly on the Shopware platform.
5. The updated return is imported into ChannelEngine, where the return status is updated to Received.
6. The finalized return is exported to the marketplace.

Merchant returns

When a return is created directly on Shopware, it is considered a merchant-initiated return.

You create the return directly on Shopware by updating the order line status of the relevant product(s) to Return requested. On ChannelEngine, the return is automatically created with the status In Progress if the product. 

If you have already received the product(s) at your warehouse, it is possible to perform both the return creation and closure in one go in Shopware. You immediately set the return status to Done, which creates the return with status Received on ChannelEngine.

Overview

1. You create a return on Shopware:
   • You update the status of the relevant order line to Return requested. 
   • If the returned product(s) have already arrived at your warehouse:
     • You update the order line status to Return requested.
     • And you update the return status to Done.
2. Then, a return is created on ChannelEngine:
   • The return is created on ChannelEngine with the status In progress.
   • If the returned product(s) have already arrived at your warehouse, the return is created in status Received.
3. When a return is In Progress on ChannelEngine, you are waiting for the returned product(s) to arrive at your warehouse. As soon as the returned product(s) arrive at your warehouse, you must update the return status to Done directly on the Shopware platform. 
4. The Done return is imported into ChannelEngine, and the return status is updated to Received on ChannelEngine.
5. The finalized return is exported to the marketplace.

Returns management on Shopware

The task to export returns from ChannelEngine to Shopware is scheduled to run every 15 minutes. When the export task succeeds (i.e.: the return is recognized by Shopware), the order line status of the given product(s) in Shopware is updated to Return requested, and the return status is created as Open.

Once you receive the returned product(s), you update the return status in Shopware to Done.

Returns in Shopware with the status Done are imported by ChannelEngine, and updates the status of the corresponding return to Received. Returns with this status are considered finalized and are exported to the marketplace.