Returns and Exchanges PRO

What this solution does

The Pro Returns and Exchanges module consolidates the processing of returns, exchanges, and warranty requests within a single store interface. The solution covers the entire lifecycle from a customer's initial request to the final resolution, refund, or replacement shipment. All features are included in a single edition without additional fees for extended capabilities.

The customer interface provides clear management of requests for specific orders. Five request types are available: return, exchange, warranty, repair, and replacement. Users can select items and quantities, specify the reason and comments, and upload up to five images in JPG, PNG, or WEBP formats with a maximum size of 5 MB each. The personal account displays correspondence, current status, attached documents, and the tracking number for reverse delivery. Guest access is supported via a temporary email link valid for 7 days, with usage limits and the ability to revoke access.

The employee interface offers a unified workflow with full history tracking. Staff can create requests based on existing orders, utilize search and filters, and set priorities. The system supports custom reasons and statuses, visual workflow configuration, assignment of responsible personnel, SLA adherence, and automatic request routing by reason. A snapshot of processing rules is captured for each request, ensuring that subsequent process changes do not alter existing requests. Public responses and internal notes are separated, and access rights are configured for specific sites and assigned requests. A returns management block is integrated into the order admin card. The module supports the complete operational cycle: receiving, decision-making, financial transactions, and warehouse operations.

Record accepted and rejected quantities, status, and decisions for each item. Accepted goods are moved to a separate quarantine journal. Changing status or accepting items does not automatically alter money, orders, or stock levels.

A separate confirmed return is processed via the Bitrix payment handler, supporting partial or full returns while respecting limits for each payment.

Manual recording of completed external returns is supported, including amount and payment details.

A related unpaid exchange order can be created using the standard Sale API, with automatic calculation of the difference for subsequent top-up or refund.

A separate return of goods to sale is handled via a Bitrix warehouse document.

The system protects against duplicate and parallel commands. Indeterminate results require manual reconciliation.

Documents, analytics, and integrations

Protected versioned HTML documents are provided: return instructions, acceptance acts, and decisions. Aggregated reports and CSV files are available without personal data.

Integration uses OAuth 2.0 API v1 with separate permissions. Webhooks are signed using HMAC-SHA256, with sending managed through a retry queue.

For reverse delivery and replacement shipment, the carrier, tracking number, and statuses are preserved. Automatic submission of transport requests to carriers is not performed.

The Pro Returns and Exchanges module is compatible with the 1C-Bitrix Site Management CMS Small Business or Business editions. Requirements include PHP 8.2 or higher, main core 24.0.0 or newer, a MySQL database with UTF-8 encoding, and the installed sale, catalog, iblock, and currency modules. The Fileinfo, cURL, and mbstring extensions must also be enabled. Warehouse operations require active warehouse accounting. For bank refunds, the payment handler must support the standard Bitrix refund interface; bank and cash register compatibility must be verified in your specific configuration.

Installing components into the order template requires a Bitrix specialist. The module does not modify site templates or the init.php file. Photos and documents are stored in a PHP-accessible directory outside the site root. Sending notifications requires a configured CMS mail system, while outgoing webhooks require a configured cron job and a public HTTPS address for the recipient. External services may have their own tariffs not included in the module price. The module contains no proprietary obfuscation or mandatory paid third-party components; the trial version may be protected by the standard Market system.

Data and module settings are isolated per site. The personal page cache is not used, and support for the Composite platform is not declared as a separate setting. Existing Webasyst orders are not imported automatically. By default, deletion preserves orders and settings; clearing of custom database tables occurs only upon explicit user selection. Files are retained for manual archiving. Screenshots display real interfaces with demonstration data.

General iT can install “Returns and Exchanges PRO”, configure its settings and verify its operation in the existing project.