// Contents

Channel returns
Merchant returns
Mark a return as received

// Intro

Where most marketplaces only support 1 type of return, actually supports both channel and merchant returns. A return is a "channel return" if the initial return is created by the channel. If the initial return is created by the merchant, it is marked as a "merchant return".

Because the process of marking a return as 'Received' (only then will it be exported to the marketplace, triggering a refund) is the same for both supported types of returns, only the first part is split up into individual sections.

Generic information on returns can be found here.

Please note: will automatically cancel returns that have been 'open' for more than 60 days (this period will be reduced back to the standard 21 days at some point). If this happens (so the products marked for return are not yet received), a new return has to be created.

// channel returns channel returns are (by default) imported every 15 minutes. They will always get an ' In Progress' status which will remain so until you mark the return as 'Received'. You can always recognize if a return has originated from the channel or the merchant by checking the 'Created by' attribute on a return.

Returns are imported and exported via the same ' task' in ChannelEngine: 'Import returns from channel', so there is no separate task to export returns to channel returns are not imported if:

  • The original order is not available in ChannelEngine. This can happen if you previously handled the order via a different integrator or manually.
  • No orderline can be matched with the item(s) in the return. This can happen if a product has multiple EAN's in If the EAN on the original orderline is not the same as the EAN on the returnline, not product can be matched and the return is not stored in ChannelEngine.
  • No shipment is available in ChannelEngine for this return. This can happen if you handled the shipment manually or via a different system.
  • The return is already processed manually in the bol backend (ChannelEngine will only fetch 'Unhandled' returns, so if you handle it manually the return will not be imported in ChannelEngine). 

// merchant returns

Please be aware that currently, the merchant return support on's side is still in the testing phase. While it has been successfully working for some time now, upcoming changes and possible resulting issues may occur.

This is also why currently merchant returns are NOT enabled by default for sellers. This is a hidden setting that only someone from ChannelEngine can enable.

Once enabled, it is possible to create a merchant return for via ChannelEngine API. At this time, it's currently not yet possible to do this via the ChannelEngine web interface or via other plugins. Once the feature leaves the testing phase and is enabled for all clients, the option will also be possible via the web interface (as long as there is at least a valid orderline still 'open' to return) and plugins that support merchant returns.

// Mark a return as received

Once the item or items that were marked for return are received, you can set the return to ' Received' in order to have a refund triggered.

Please make sure that both the ' Accepted' and 'Rejected' quantity is filled in and that the total is equal to the 'Returned quantity'. Once all is set, select '+ Update' to mark the return as "Received" so it will be exported to

/ Example 1:

  • 3 items have been marked for return. All 3 items were received, 2 were in acceptable condition, 1 item was missing the original packing material and tags and can not be accepted.
  • Returned quantity = 3
  • Accepted quantity = 2
  • Rejected quantity = 1

/ Example 2:

  • 1 item was marked for return. This item was received and in acceptable condition.
  • Returned quantity = 1
  • Accepted quantity = 1
  • Rejected quantity = 0 (don't forget to enter the 0 value as well)
Please note: If you get an error when trying to update a (channel) return, this is usually due to the accepted and rejected quantity fields not filled in properly. Please make sure both fields have a value (so 0 if no quantity applies). You might get confused due to the red border around the "merchant return number", but the input from this field is only really validated and stored if it concerns a merchant return (with an actual merchant return number).