Returns, Reimbursements & Buyer Protection

Overview

Ordrly provides a structured returns management system designed for wholesale operations. The system supports eligibility validation, approval workflows, reimbursement allocation, and audit tracking to ensure clarity for retailers, brands, and administrators.

This article explains how return requests are created, evaluated, approved or denied, and how reimbursements are processed and allocated.

1. Return Request Creation

A retailer may initiate a return request from an eligible order.

When a return request is created:

• A Return Request record is generated.
• The request is linked to the original order.
• Line items, quantities, and reason codes are recorded.
• The request enters a review state.

2. Return Eligibility Validation

Return eligibility is evaluated based on the applicable return policy.

Eligibility may consider:

• Return window (number of days from fulfillment)
• Order status
• Item-level restrictions
• Policy configuration for the brand or connection

If a return does not meet eligibility criteria, it may be denied or require manual review.

3. Return Status Workflow

Return requests move through structured status transitions:

• Requested
• Under Review
• Approved
• Denied
• Reimbursed
• Closed

Each status transition is logged to maintain a complete audit trail.

4. Reimbursement Processing

When a return is approved, reimbursement is processed according to system rules and payment method.

• Refunds are processed through Stripe when applicable.
• Net Terms invoices may be adjusted instead of issuing immediate refunds.
• Reimbursement records are linked to the original order and return request.

Refund and reimbursement actions are recorded for financial reconciliation.

5. Reimbursement Allocation

Ordrly tracks reimbursement allocation to ensure financial responsibility is clearly recorded.

Allocation logic determines whether the reimbursement is:

• Brand-funded
• Marketplace program-funded (if applicable)
• Adjusted against invoice balances

Allocation records are stored to support accounting transparency and audit readiness.

6. Dispute Handling (If Applicable)

If a retailer disputes a denied return:

• A dispute record may be created.
• Supporting documentation can be attached.
• Administrative review determines final resolution.
• Resolution outcomes are logged.

Approved disputes trigger reimbursement workflows and ledger updates.

7. Audit & Reporting

Ordrly maintains structured logs for all return-related activity:

• Return request creation timestamps
• Status transitions
• Approval or denial actions
• Reimbursement events
• Allocation tracking

Administrative dashboards may include:

• Return rate by brand
• Return reasons breakdown
• Average time to reimbursement
• Outstanding return exposure

Why This Matters

Ordrly’s returns system is designed to provide:

• Clear eligibility rules
• Structured approval workflows
• Transparent financial allocation
• Audit-ready reimbursement tracking

This supports predictable wholesale operations while maintaining fairness and financial clarity.