Returns from Biklo buyers - step by step

A buyer who got a product through Biklo can send it back. Biklo handles the buyer and the money; you check the product when it is back with you and say whether it is fine. This page shows every way a return can go, and exactly what you see in PrestaShop at each step.

Nothing on this page moves money out of your shop. Biklo refunds the buyer from the money it holds for the order. What the module adds in PrestaShop is a credit slip - a record of that refund - so your orders, documents and stock match what happened on Biklo.

← Back to the main guide

#In short

* unless you switched that off - see Before you start.

The money for the returned products stays held by Biklo from the moment the buyer starts the return until it is decided. It is not paid out to you meanwhile.

#Before you start

Biklo → Connect → Returns: Put returned pieces back into stock. On by default. Untick it if you want to look at returned pieces yourself before they go back on sale; the order still gets its credit slip, and you adjust the stock by hand.

This only applies to a full refund. After a partial refund, nothing goes back into stock automatically: a partial refund usually means the product came back damaged.

#1. The buyer starts a return

The order (already Delivered) shows a Returns section in the Biklo box, with the product marked On its way back.

The box's Biklo history gets a note. There is nothing for you to do yet: wait for the parcel.

#2. The parcel is back with you

When the courier delivers the return parcel to you, the Biklo box shows Back with you and Decide by … - you have 48 hours.

You are told in three places, so it is hard to miss:

• Orders → Orders, in the Biklo column: check the returned product;

  

• Biklo → Sync → Activity, an orange line naming the order and the deadline;

  

• the Biklo history on the order.

Biklo also emails you reminders before the deadline.

Open the parcel and check the product. Then choose one of the two below.

#3a. Accept the return

The product is fine: click Accept the return and confirm (Accept the return? Biklo refunds the buyer the returned products.).

Biklo refunds the buyer. The Biklo box shows Return accepted and the product Returned, buyer refunded:

The order gets a credit slip for that product - in the order's Documents tab, and under Orders → Credit slips - and the piece goes back into stock (if the setting is on). When every product of the order was returned, the order becomes Refunded.

The Biklo history says what was recorded:

#3b. Reject the return

The product is not what you sent, or it came back damaged. Write what is wrong in the box (at least 10 characters - the Biklo team reads it), then click Reject the return.

The Biklo box shows Rejected - the Biklo team decides. The money stays held; nothing is refunded yet, in PrestaShop or on Biklo.

The Biklo team looks at your reason and the return, and decides. The order updates by itself when they do - one of the three endings below.

#4. The Biklo team decides

#Refunded in full

The Biklo team sided with the buyer. The order ends exactly as if you had accepted: a credit slip for the product, back in stock (if the setting is on), Returned, buyer refunded.

#Refunded in part

The buyer gets part of the price back (for example, the product came back used); the rest of the money is yours. The Biklo box shows Part refunded by the Biklo team with the amount, and the product Returned, part refunded:

The order gets a credit slip of exactly that amount - a partial one, with no pieces, the way PrestaShop's own partial refund by amount does it. Nothing goes back into stock and the order stays Delivered.

The history reminds you to check the product and adjust the stock yourself if it can be sold again:

#No refund

The Biklo team agreed with you: the buyer gets nothing back, and the money is paid to you as for any order. The Biklo box shows No refund - decided by the Biklo team and the product Returned, no refund:

No credit slip, the order stays Delivered, and the history says so. The product is physically back with you - put it back in stock yourself if you want to sell it again.

#5. If you do not decide in time

After 48 hours without a decision, Accept and Reject disappear and the Biklo box shows Not decided in time - the Biklo team decides. The Biklo team checks the return and decides as in step 4 - in full, in part, or no refund.

Decide in time whenever you can: you know the product best.

#6. When only some products come back

A return is per product. If the order had several products and the buyer sends back only one, only that one shows Back with you; the others say not returned and are not touched.

Accepting refunds only the returned product: the order's Products list shows it as refunded, the other product stays, and the order stays Delivered:

#What you see, at a glance

* if Put returned pieces back into stock is on.

#Try it in the sandbox

With a sandbox key (bk_test_…), the Biklo box has extra buttons that play the buyer, the courier and the Biklo team, so you can walk through every case above on a test order. They never appear with a live key.

1. Create a test order (Biklo → Sync → Sandbox: try an order → Create a Biklo test order), accept it, and click the courier buttons until it is delivered.
2. Buyer starts a return - next to the product.
3. Return parcel arrives - now Accept or Reject it yourself.
4. Optional: Deadline passes - to see what happens if you wait too long.
5. After a rejection or a missed deadline: Biklo team: refund, Biklo team: refund half or Biklo team: no refund.

No real money moves in the sandbox, and no email or text message is sent.

#Questions

Does the module take money from my shop or my payment provider? No. A credit slip here is only a record; Biklo already refunded the buyer.

The order did not update. With the webhook set up (Biklo → Connect → Orders from Biklo), a change arrives within seconds; without it, within 10 minutes. Refresh from Biklo in the Biklo box updates it right away.

I accepted by mistake. The buyer is refunded at once and that cannot be undone from the shop. Contact Biklo support with Get help.