This guide explains how returns created in pixi are exported to plentyONE. It covers how to activate the export, which order statuses are used in plentyONE, how item condition and return reasons are mapped, how shipping costs are handled and what to check if a return order doesn’t show up in plentyONE.
Process Workflow
When a customer order is created in plentyONE and it reaches an exportable status, the pixi integration imports it to fulfill the order; after shipment/invoicing in pixi, the order becomes eligible for a return. When the customer sends back item(s), a return case is then created in pixi (Customer Service desktop or Mobile), where for each line the user selects a return reason (e.g., Incorrect size), sets the item status/condition (e.g., OK, Quality check, Damaged), chooses the outcome - Credit (refund) or Replacement - and can enter return or shipping costs. Before the return can be sent back to plentyONE, pre-requisites must be met:
(1) the channel setting Export return is enabled,
(2) return statuses are configured (for orders in status CRE or REP)
mappings must exist for every (3) return reason and (4) return line/item status used in pixi to their corresponding plentyONE values
When ready, the pixi order export service sends the return nearly in real time and creates a Return order in plentyONE that contains the returned lines, the mapped line-level reason and item status, totals that may include return costs, and an outcome status Credited = configured credited status (i.e. 9.6) or Replacement = configured replacement status (i.e. 9.7).
Another channel option controls the cost source: with Take return shipping costs from plenty set to "0", pixi uses the costs entered on the return; set to 1, it uses the original plentyONE order’s shipping costs;
The final result in plentyONE is a Return Order linked to the original Sales Order, showing the correct items, mapped reasons and conditions, the configured end status (credited or replaced), and totals consistent with the chosen cost source.
Activating Return Export to plentyONE
Provided you'd like to export return cases from original plentyONE orders back to plentyONE one after they were processed in pixi, you must configure the channel setting. To allow pixi to create a return order in plentyONE when you finish a return in pixi, set up the channel as follows:
Open Control Center.
Go to Import and Export > Options…
Under Configuration > Integrations & Import/Export Channels click Edit.
Select your plentyONE channel and click Edit.
In the Edit/Add new channel pop-up click Next until the channel settings list appears.
Find Export return and enter “1” to activate it.
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Configure the plentyONE order statuses to use for the two outcomes of a return:
Return credited status: For example 9.6, depending on your plentyONE setup
Return replaced status: For example 9.6, depending on your plentyONE setup
These status codes are plentyONE order statuses and can be customer-specific. Use the values your plentyONE system expects.
(Optional) You can configure whether you'd like to export the return shipping costs from pixi to plentyONE. Use Take return shipping costs from plenty with value "0" to retain the original shipping costs that originate from the plentyONE system. Set the channel setting to "1" to export shipping cost that you might manually edit from pixi to plentyONE.
Click Next and configure the status mappings, if needed.
Click Finish.
How to Configure the Return Status Mappings
To map return statuses between plentyONE and pixi:
Open Control Center
Go to Import and Export > Options…
Under Configuration > Integrations & Import/Export Channels, click Edit.
Select your plentyONE channel and click Edit.
Click Next until you reach the Mapping section.
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Click New and select:
Name: Return Status, to add a mapping for the return status.
External System value: Enter the system value that you have configured in plentyONE already
Pixi value: Select the Return Status you'd like pixi to export for this mapping.
Click OK and Finish.
How to Configure Return Reason Mappings
To map return reasons between plentyONE and pixi:
Open Control Center
Go to Import and Export > Options…
Under Configuration > Integrations & Import/Export Channels, click Edit.
Select your plentyONE channel and click Edit.
Click Next until you reach the Mapping section. You’ll see two mapping areas relevant to returns:
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Add or edit a mapping line:
In the External system value field, enter the value that you want to map the return line reason in plentyONE to (e.g. 12)
In the pixi Value column, enter the pixi code (number) that represents the same concept in pixi.
Note, that you can add and edit return reasons in pixi Web > Customer Service > Returns > Return Reason Management.Click Save (or Add then Save, depending on your version).
Click OK and Finish.
Troubleshooting
If the return order you expect in plentyONE isn’t visible, check:
Export return is set to 1 in the plentyONE channel settings.
Return credited status and Return replaced status are set to the correct plentyONE status codes (e.g., 9.6 / 9.7, but values may differ per tenant).
The pixi order export/integration service is running.
Mapping contains entries for every return reason and item status used in pixi.
The original order was shipped/invoiced before the return.
For shipping costs, verify the Take return shipping costs from plenty setting and confirm where plentyONE displays the amounts.
If a newly created code (reason/status) doesn’t appear in mapping dropdowns, restart Control Center and try again.
If exports look “out of order” during rapid testing (e.g., credited event appears before the base return), allow a moment; the final credited/replaced status should be present on the return order in plentyONE.
FAQ
Does pixi also import returns from plentyONE?
No. In this setup, the flow for returns is one-way from pixi to plentyONE.
Example of a order status in plentyONE.
Do I need to restart services after toggling “Export return”?
No service restart is required. A Control Center restart may help only to refresh dropdown lists in the mapping UI after you add new codes.
Which plentyONE statuses should I use for credited/replaced?
They are customer-specific. Confirm with your plentyONE configuration.
Where do return shipping costs come from?
Controlled by Take return shipping costs from plenty:
0: take the costs you enter on the pixi return.
1: take the costs from the original plentyONE order.
What happens if I use a return reason or item status that isn’t mapped?
The export can fail or create an incomplete return in plentyONE. Add the mapping first, then re-export.
How is the external order number handled during the return export to plentyONE?
During the return export to plentyONE, the external order number is extracted from the orderNrExternal field. If the value contains an underscore (_), only the part before the underscore is used.
Example: "154_994829" is processed as "154".