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Modify a Return


Changing Return Item Details

Return lines can be modified as long as the return is in status REC. The following columns can be changed for each return line:

  • User Comment

  • Customer Comment

  • Net Price or Gross Price: Depending on the order type, you can either change the Net Price (for B2B) or the Gross Price (for B2C).

  • Return Reason: You can change the Return Reason for this item by selecting it from the dropdown list.


Downloading Return Pictures

Pictures that have been attached to a return case using the pixi Mobile program "Returns" are shown in the related return case in the pixi Web application.

See pixi Mobile program Returns > Taking Pictures


To check and download return pictures, follow these steps:

  1. Go to the list of returns in the pixi Web application > Customer Service > Returns.

  2. Open a return case by clicking its Return Case Number.

  3. Open the Pictures tab. All pictures that have been attached to this return case are now shown (for max. 100 days).
    Note: Depending on the connection quality of the mobile device it could take few moments until the pictures are shown in the Web application.

  4. Clicking a picture will open an enlarged version of the picture.

  5. Clicking the download symbol will trigger downloading the picture. It will be stored to the folder that was set for downloads in your browser. Its name has the following format: Invoice Number_Unique ID


Note: Pictures can only be deleted for returns in Status NEW using pixi Mobile!


Creating a Replacement

In case a customer wished a replacement item, you should still create a return using the pixi Mobile program "Return".
Read more: pixi Mobile - Returns

Return cases cannot be converted into replacement orders! To create such an order, please follow the instructions written in this article: Creating a replacement order

After the replacement order was created in pixi Customer Service, you can change the return case status to Replaced [REP]. With this, it can no longer be credited. Proceed as follows:

  1. Open the list of returns in the pixi Web application Customer Service > Returns.

  2. Search for and open the needed return.

  3. Click and select Replaced to change the status.
    This change of status does not trigger any events.

Note: When creating a return for replacement items, be sure to mark the item as a Special Case as well as enter a meaningful user comment (something like "Replacement"). Like this, the customer service department is informed about what to do with this special case.
Replacement items and items that should be refunded mustn't be processed within the same return case, as a return can only be refunded completely - containing all scanned items.
Please always process replacement items separately!