Reasons, windows and exclusions
Three registers decide what customers can claim and why. They live behind Registers on the returns rail, because they are set up once and rarely opened afterwards.
Return reasons
Section titled “Return reasons”Stockly → Returns → Reasons is the list of reasons offered when a claim is raised. The plugin ships a starter set; Add reason adds further ones.
| Column | Meaning |
|---|---|
| Name | what the customer and the operator read |
| Code | the short identifier, fixed once the reason exists |
| Offered in | which flows offer it |
| Liability | who carries the cost: Carrier, Shop or Customer |
| Default decision | what the warehouse would normally do with the goods |
| Storefront | whether customers see it at all |
| Active | whether it is offered anywhere |
Offered in is three checkboxes, not one choice, because a reason genuinely belongs to more than one flow. “Changed my mind” is the same reason before despatch and after delivery, with only the timing differing, and forcing two entries would mean two labels to keep in step.
The Code cannot be changed after the reason is created: the installer, the flows and the shop front all refer to it. Reasons that came with the plugin cannot be deleted either; switching Active off instead stops them being offered without breaking claims that already cite them.
Default decision is a suggestion for the warehouse, never an automatic action.
Names and help texts are translated: the language switch in the toolbar selects the language.
Return windows
Section titled “Return windows”Stockly → Returns → Return windows holds how long a customer has. Add rule creates one.
| Column | Meaning |
|---|---|
| Flow | which kind of claim the rule governs |
| Sales channel / Customer group | who it applies to |
| Window | how many days |
| Counted from | what day one is |
| Priority | which rule wins when several match |
Two rules govern such a window, and the form states both:
- Fourteen days is a floor. A rule with a shorter window does not shorten anything; the statutory minimum applies regardless.
- Counting from delivery falls back to despatch. The shop is not told when a parcel actually landed, so the window starts at despatch plus an assumed transit time. The list marks such rules. A known delivery date can still be entered by hand when the claim is raised.
Return exclusions
Section titled “Return exclusions”Stockly → Returns → Exclusions lists what may not come back, or may only come back conditionally. Without any exclusion, everything can be sent back within its window.
| Column | Meaning |
|---|---|
| Matches on | product, category, manufacturer or property |
| Target | the specific thing it matches |
| Applies to | which flow |
| Effect | blocked, or allowed after confirmation |
| Priority | which rule wins |
The Effect is not a yes/no. Hygiene articles are returnable until the seal is broken: blocking them outright refuses a right the customer has, while allowing them silently hands out a returns label for goods that will be written off. The third answer, allowing the return once the customer confirms a condition, is the accurate one, and the text the customer confirms is required for it.