{"id":69,"date":"2026-02-09T11:15:34","date_gmt":"2026-02-09T16:15:34","guid":{"rendered":"https:\/\/acc21.viacomguide.com\/?post_type=epkb_post_type_1&p=69"},"modified":"2026-02-11T11:31:02","modified_gmt":"2026-02-11T16:31:02","slug":"gestion-des-retours","status":"publish","type":"epkb_post_type_1","link":"https:\/\/acc21.viacomguide.com\/?epkb_post_type_1=gestion-des-retours","title":{"rendered":"Gestion des retours"},"content":{"rendered":"\n

1.1. Retour d\u2019une commande qui existe dans le syst\u00e8me<\/strong><\/h2>\n\n\n\n

Cette proc\u00e9dure s\u2019applique lorsque le client retourne un ou plusieurs articles provenant d\u2019une commande d\u00e9j\u00e0 enregistr\u00e9e dans Shopify

<\/strong>Sc\u00e9nario 1 – Retour en magasin (le client se pr\u00e9sente avec les articles)<\/strong>
<\/p>\n\n\n\n

\u00c9tape<\/strong><\/td>Action<\/strong><\/td>Capture d\u2019\u00e9cran<\/strong><\/td><\/tr>
1<\/td>Recevoir la demande de retour (email \/ t\u00e9l\u00e9phone \/ en magasin) et confirmer le num\u00e9ro de commande<\/strong><\/td><\/td><\/tr>
2<\/td>V\u00e9rifier l\u2019\u00e9ligibilit\u00e9 selon la politique de retour<\/strong><\/a><\/td><\/td><\/tr>
3<\/td>Confirmer avec le client le sc\u00e9nario : Retour<\/strong> ou \u00c9change<\/strong><\/td><\/td><\/tr>
4<\/td>Confirmer avec le client les modalit\u00e9s de retour : retour en magasin<\/strong> ou exp\u00e9dition<\/strong><\/td><\/td><\/tr>
5<\/td>Cr\u00e9er le retour <\/strong>dans Shopify Admin :
Dans Shopify Admin, ouvrir la commande et cliquer sur Retourner<\/strong>Mettre la quantit\u00e9 \u00e0 retourner pour chaque articleAjouter un motif de retourCliquer sur \u201cCr\u00e9er le retour\u201d.

Veuillez noter qu\u2019aucun remboursement ne sera \u00e9mis pour le moment.<\/em><\/td>		\"\"\"\"
\"\"
\"\"<\/td><\/tr>
6<\/td>\u00c0 la r\u00e9ception du produit : inspecter l\u2019\u00e9tat<\/strong> (neuf \/ ouvert \/ endommag\u00e9) et valider l\u2019acceptation du retour<\/strong><\/td><\/td><\/tr>
7<\/td>Confirmer et ex\u00e9cuter le remboursement<\/strong>
Cliquer \u201cTraiter et rembourser\u201dMettre la quantit\u00e9 d\u2019article \u00e0 rembourserCocher \u201cRemettre en stock\u201dV\u00e9rifier le montant du remboursementCliquer sur \u201cTraiter et rembourser\u201d<\/td>		\"\"\"\"<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

Sc\u00e9nario 2 – Retour par exp\u00e9dition (le client renvoie les articles)<\/strong><\/p>\n\n\n\n

\u00c9tape<\/strong><\/td>Action<\/strong><\/td>Notes \/ Rappels<\/strong><\/td><\/tr>
1<\/td>Cr\u00e9er le retour <\/strong>en suivant les \u00e9tapes 1 \u00e0 5<\/strong> du Sc\u00e9nario 1<\/strong><\/td><\/tr>
2<\/td>Communiquer les instructions d\u2019exp\u00e9dition<\/strong> des articles au client<\/td><\/td><\/tr>
3<\/td>Le client exp\u00e9die les articles<\/td><\/td><\/tr>
4<\/td>\u00c0 la r\u00e9ception du produit : inspecter l\u2019\u00e9tat<\/strong> (neuf \/ ouvert \/ endommag\u00e9) et valider l\u2019acceptation du retour<\/strong><\/td><\/td><\/tr>
5<\/td>Confirmer et ex\u00e9cuter le remboursement<\/strong>
Cliquer \u201cTraiter et rembourser\u201dMettre la quantit\u00e9 d\u2019article \u00e0 rembourserCocher \u201cRemettre en stock\u201dV\u00e9rifier le montant du remboursementCliquer sur \u201cTraiter et rembourser\u201d<\/td>		\"\"\"\"<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

1.2. Retour d\u2019une commande qui n\u2019existe pas dans le syst\u00e8me (Retour non-v\u00e9rifi\u00e9)<\/strong><\/h2>\n\n\n\n

Cette proc\u00e9dure s\u2019applique lorsque le client retourne un article sans qu\u2019aucune commande correspondante ne soit retrouv\u00e9e dans Shopify.<\/p>\n\n\n\n

\u00c9tape<\/strong><\/td>Action<\/strong><\/td>Notes \/ Rappels<\/strong><\/td><\/tr>
1<\/td>Aller dans l\u2019application Shopify POS<\/strong><\/td><\/td><\/tr>
2<\/td>S\u00e9lectionner Clients<\/strong> depuis l\u2019\u00e9cran d\u2019accueil<\/td>\"\"\"\"<\/td><\/tr>
3<\/td>Trouver le client<\/strong> avec son courriel ou t\u00e9l\u00e9phone.

Ou

Cr\u00e9er un nouveau profil client <\/strong>en cliquant sur l’ic\u00f4ne \u201c+<\/strong>\u201d \u00e0 droite de la barre de recherche.<\/td>		\"\"
\"\"<\/td><\/tr>
4<\/td>Taper sur Cr\u00e9er un retour non v\u00e9rifi\u00e9<\/strong><\/td>\"\"<\/td><\/tr>
5<\/td>S\u00e9lectionner l\u2019article \u00e0 retourner<\/strong>
Si vous avez plus d\u2019un article \u00e0 retourner, taper sur \u201cS\u00e9lectionner plus d\u2019articles \u00e0 retourner\u201d.<\/strong><\/td>		\"\"\"\"<\/td><\/tr>
6<\/td>Ajouter un motif de retour ou une note<\/strong> (facultatif)<\/td>\"\"<\/td><\/tr>
7<\/td>Cocher \u201cR\u00e9approvisionner \u00e0 cet emplacement\u201d<\/strong><\/td><\/tr>
8<\/td>Taper sur \u201cRembourser\u201d<\/strong>.

NOTE! Le remboursement se fait sous forme de carte cadeau dans le cas d\u2019un retour non-v\u00e9rifi\u00e9.<\/em><\/td>		\"\"<\/td><\/tr>
9<\/td>S\u00e9lectionner la carte-cadeau<\/strong> cible<\/td><\/td><\/tr>
10<\/td>Terminer le retour \/ remboursement<\/strong><\/td><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

1.3. Echange d\u2019articles<\/strong>
<\/strong><\/h2>\n\n\n\n

Cette proc\u00e9dure s\u2019applique lorsqu\u2019un client souhaite \u00e9changer un article contre un autre (ex. mauvaise taille, couleur, mod\u00e8le ou produit).<\/p>\n\n\n\n

\u00c9tape<\/strong><\/td>Action<\/strong><\/td>Capture d\u2019\u00e9cran<\/strong><\/td><\/tr>
1<\/td>Recevoir la demande d\u2019\u00e9change<\/strong> (email \/ t\u00e9l\u00e9phone \/ en magasin) et confirmer le num\u00e9ro de commande<\/td><\/td><\/tr>
2<\/td>Confirmer avec le client les modalit\u00e9s de retour : retour en magasin<\/strong> ou exp\u00e9dition<\/strong><\/td><\/td><\/tr>
3<\/td>Cr\u00e9er le retour et l\u2019\u00e9change<\/strong> dans Shopify Admin :
Dans Shopify Admin, ouvrir la commande et cliquer sur RetournerMettre la quantit\u00e9 \u00e0 retourner pour chaque articleAjouter un motif de retourAjouter les frais d’exp\u00e9dition de l\u2019article d\u2019\u00e9change en cliquant sur \u201cExp\u00e9dition de retour\u201d dans le menu \u00e0 droite.Cliquer sur \u201cCr\u00e9er le retour\u201d.

Veuillez noter qu\u2019aucun remboursement ne sera \u00e9mis pour le moment.<\/em><\/td>		\"\"\"\"
\"\"
<\/td><\/tr>
4<\/td>Attendre la r\u00e9ception du produit de la part du client (par livraison ou dans le magasin).

inspecter l\u2019\u00e9tat<\/strong> (neuf \/ ouvert \/ endommag\u00e9) et valider l\u2019acceptation du retour<\/strong><\/td>		<\/td><\/tr>
5<\/td>Traiter le retour<\/strong> et envoyer la facture ou remboursement<\/strong> selon la diff\u00e9rence des prix.
Cliquer \u201cTraiter le retour\u201d ou \u201cTraiter et rembourser\u201d selon le cas.Cocher \u201cRemettre en stock\u201dV\u00e9rifier les montantsCocher \u201cEnvoyer facture au client\u201dCliquer sur \u201cTraiter le retour\u201d<\/td>		\"\"
\"\"<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

<\/p>\n","protected":false},"excerpt":{"rendered":"

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