This guide explains how returns work in the Channable module. It covers the full return flow — from a marketplace customer requesting a return, to the return appearing in your Magento admin, to creating a credit memo. Whether you're processing returns manually or want to automate the whole thing, this page has you covered.
When a customer initiates a return on a marketplace (e.g., bol, Amazon), Channable picks it up and pushes it to your Magento store via a webhook. The return lands in the Channable → Returns grid in the admin, linked to the original order.
From there you can:
- Review the return details (item, reason, customer)
- Update the status (accept, reject, repair, exchange, etc.)
- Create a credit memo — manually or automatically
The status you set is sent back to Channable, which updates the marketplace accordingly.
Location: Stores → Configuration → Channable → Returns
Turns the returns feature on or off per store view.
After enabling, a webhook URL is generated for each store view. Copy this URL and paste it into your Channable account under the marketplace connection settings. Make sure you copy the full URL — it's long and may be partially hidden.
Format: {base_url}/channable/returns/hook/store/{store_id}/code/{token}
When enabled, a return block appears on the credit memo creation page for Channable orders that have a pending return. This lets you manually select which return(s) to link when creating the credit memo.
When enabled, any pending return is automatically marked as "accepted" when you create a credit memo for that order. This overrides the manual return block selection.
When to use: You have established processes to handle credit memos and don't need to manually review each return.
When enabled, a credit memo is created automatically for returns that arrive with status "complete". These are returns already handled and fulfilled by the marketplace itself — the module just mirrors that in Magento.
| Status | Meaning |
|---|---|
| New | Just imported, awaiting action |
| Accepted | Return approved, refund will be processed |
| Rejected | Return declined |
| Repaired | Item will be repaired and sent back |
| Exchanged | Item will be replaced with a new one |
| Keeps | Customer keeps the item (no return shipment) |
| Cancelled | Return process was cancelled |
| Complete | Fully processed on marketplace side |
Location: Channable → Returns
The grid shows all imported returns with the following information:
Columns:
- Store, Magento Order, Credit Memo
- Channel Return ID, Channel Order ID
- Customer Name
- Item (formatted as "Qty x Title (GTIN)")
- Reason (including customer comments)
- Order Credit Memos (count)
- Order Status
- Imported Date
- Status
When a return has status "new", you can set it to any other status directly from the grid: Accept, Reject, Repair, Exchange, Keep, or Cancel.
- Re-process — Re-links selected returns to their Magento orders (useful if order wasn't found during initial import)
- Create Credit Memo — Creates a credit memo for the linked order
- Create Credit Memo + Accept — Creates a credit memo and sets return status to "accepted"
- Delete — Removes the return from Magento (does not update Channable)
The module can create credit memos from returns in three ways:
Select returns in the grid → "Create Credit Memo" mass action. The module finds the order item by matching the GTIN from the return to a product SKU (or configured GTIN attribute).
When "Show Return Block on Credit Memo Page" is enabled, you'll see a block with checkboxes on the credit memo creation page. Select which returns to link, and saving the credit memo updates those returns to "accepted".
Enable both "Automatically Match Returns" and "Credit Memo Completed Returns". Returns arriving as "complete" get a credit memo created automatically. Returns in "new" status get marked "accepted" whenever you create a credit memo for their order.
When creating a credit memo from a return, the module needs to match the returned item to an order line. It does this using the GTIN (barcode) from the return data.
The GTIN attribute is configured under: Stores → Configuration → Channable → Feed → GTIN Attribute
Options:
- SKU (default) — matches directly on SKU
- EAN/barcode attribute — matches on a custom product attribute
- Product ID — uses the numeric product ID
Some marketplaces don't include a GTIN in their return data. When the configured GTIN attribute doesn't produce a match and the value is numeric, the module automatically tries to load the product by entity ID as a fallback.
If neither the attribute match nor the ID fallback finds a product, the credit memo creation will fail and an error is logged.
You can create test returns from the admin grid via the "Simulate" button. This creates a return with random product data (or a specific order if configured) without needing an actual Channable webhook call. Useful for testing your configuration before going live.
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