Weblir Returns Manager Pro

Weblir Returns Manager Pro — Right of withdrawal & complete returns management

Weblir Returns Manager Pro gives your customers a simple, compliant way to withdraw from a distance contract online, and gives your team a complete workspace to review, receive, inspect and resolve every return — refund, exchange or rejection. Two connected capabilities, one module.

Every merchant-facing rule is configurable, so the module adapts to your return policy instead of forcing one on you.

1. Online withdrawal statement (built for consumer law)

• Customers submit an unambiguous online withdrawal statement with an explicit "Confirm withdrawal" action — no misleading buttons.
• Works without merchant approval, without a mandatory reason, photos or bank details, and even when PrestaShop's native merchandise returns are disabled.
• The original statement is stored immutably with the exact submission date and time, and a unique public return reference.
• Immediate durable confirmation: a downloadable PDF plus a confirmation email with the PDF attached.
• Failure-safe by design: if the email cannot be sent, the request stays valid and recorded, the customer can still download the confirmation, and staff can resend it.

2. Secure access for everyone

• Available to logged-in customers, guest orders, and unauthenticated customers who verify their order with the order reference + email.
• One-time, expiring access tokens, rate limiting, bot honeypot, and no "order/email exists" leak — protection against enumeration, brute-force and spam.
• The public return reference alone never grants access.

3. Smart, configurable eligibility

• Deadline computed from the most reliable available date: delivery date, delivery-state transition, or order date.
• Clear states: automatically confirmed, apparently within period, apparently outside period, or undeterminable.
• Never blocks submission: expired or undeterminable requests are accepted and flagged for manual review; an administrator can approve past the deadline (logged).
• Return-period rules engine by global, shop, customer group, category, product, combination and time-limited campaign, with a clear priority order.
• Exclusion rules engine (global, shop, group, category, product, combination, virtual/downloadable, customized) that shows a translatable notice and marks the request for manual review — without ever disabling the withdrawal function.

4. Products, reasons & preferences

• Select whole order or specific products and quantities, bounded by what is actually available for return.
• Historical product snapshots keep the request understandable even if a product is later renamed, disabled or deleted.
• Configurable, translatable return reasons (with a "possible claim" flag), rejection reasons and preferred resolutions — the customer preference never binds the merchant's final decision.

5. A complete back-office workflow

• Central request list and a clear, sectioned request page.
• Configurable statuses with your own colours, customer visibility, email triggers and allowed transitions; full status history.
• Two-way communication with a strict separation between customer-visible messages and internal notes, plus attachments.
• Return shipping: method, carrier, tracking, cost and payer, addresses and internal notes.
• Product receipt, including partial and multi-parcel receipts.
• Inspection: condition, signs of use, damage, missing accessories, serial mismatch, recommended resolution, internal vs customer-facing findings.
• Value reduction records with separate internal reason and customer explanation (never calculated automatically).
• Manual refund recording with proposed / approved / processing / completed states, product / shipping / deduction amounts, refund method and transaction reference. The module records the refund workflow — it never executes a refund automatically.
• Product exchange with replacement product, price difference, customer confirmation, replacement-order association and tracking (no automatic order creation; the original order is never altered).
• Rejection and customer cancellation that always preserve the original withdrawal statement.
• Manual back-office creation of requests received by phone, email or in person — recorded as staff-created, never as a false online customer statement.

6. Return methods, instructions & documents

• Configurable return methods (customer ships, merchant pickup, drop-off, …) with translatable instructions per method.
• Customer-facing return instructions and self-service shipping tracking.
• Downloadable withdrawal confirmation document as a durable record.

7. Permissions, reports & auditability

• Capability permissions on top of native tab rights — access bank details, record refunds, export data, delete/anonymize — configurable per employee profile (SuperAdmin always allowed).
• Sensitive bank details (IBAN / account holder) are requested only for a manual bank transfer, restricted to authorised staff, and never shown in lists, emails or logs.
• Reports: totals, withdrawals, approved / rejected / completed / cancelled, eligibility split, refunds completed and refunded value, exchanges, average time to completion, and breakdowns by status and reason — with a date filter.
• CSV export that respects the filter, excludes sensitive bank data, is permission-gated and logged.
• Append-only activity log and a notification log for full traceability.

8. Notifications

• Configurable email notifications to customers and staff for submissions and status changes.
• Sent in the customer's language with an English fallback; protected against duplicate sending and fully logged.

Built for international, multi-store shops

• English by default and fully translatable with PrestaShop's standard translation system — interface, statuses, reasons, resolutions, instructions, emails and documents.
• Multistore-ready and GDPR-ready (customer return data included in export and deletion).
• Secure attachment storage with real file-type validation and token-protected access.

Compatibility

• PrestaShop 1.7.x, 8.x and 9.x.
• Works with standard themes; no core file changes required; clean install / upgrade / uninstall with an option to keep your data.

Author: weblir