Customers can submit a withdrawal request through the available order-related request flow.

Registered customers access their orders through the customer area. Guest customers use the protected guest-order flow and must provide the matching billing email.

Eligibility Checks
MirandaPlace evaluates eligibility using information recorded with the order, including:

• the customer’s Private or Business classification;
• the withdrawal policy recorded for each item;
• the applicable deadline;
• existing requests and remaining eligible quantities.

The standard request flow applies to eligible Private-customer purchases using the standard withdrawal policy.

An item excluded from the request retains an explanation of its exclusion.

Product-Specific Dates
For physical goods, the calculation uses the recorded delivery date. An item awaiting delivery remains dependent on that information.

For eligible digital, Access, and Service items, the calculation uses the order creation date.

Mixed orders can therefore contain items with different eligibility dates.

The displayed eligibility follows MirandaPlace’s implemented policy. It does not independently determine the legal treatment applicable to every transaction.

Historical Information
Eligibility uses the customer type and product-policy information preserved with the order.

Changing the current customer profile or product configuration does not reclassify an existing purchase.

Open a case to review its associated order, requested items, quantities, submitted information, and history.

Review the individual requested lines before proceeding with return handling.

Approving Items
For each eligible requested line:

1. Review the requested quantity and reason.
2. Enter the approved quantity.
3. Add an administrative note where appropriate.
4. Select Approve.

The approved quantity cannot exceed the requested quantity.

Rejecting Items
Select Reject for a line that you do not approve, recording an explanation in the administrative note.

Different lines within the same request can receive different decisions.

Case Progress
The case status reflects the processing of its individual lines.

Complete the review of the requested items before moving on to the next available operation.

Approving a request does not itself return money, receive goods, or increase stock.

For physical returns, use the return-logistics section to record:

• return carrier;
• tracking code;
• tracking URL;
• an operation note.

The available actions let you start the return process and record that the shipment is in transit.

These records describe the return journey. They do not automatically book a carrier or generate a return label.

Receiving Items
When goods arrive, register the received quantity for each applicable line.

The received quantity cannot exceed the approved quantity.

Recording receipt is separate from approving the original request.

Inspecting Items
After receipt, record the condition and intended handling of each item.

Available conditions include:

• New;
• Opened;
• Used;
• Damaged;
• Defective.

Available handling decisions include:

• Sellable;
• Damaged;
• Repair;
• Supplier return;
• Discarded.

Use an operation note to explain the inspection outcome.

Effect on Stock
Selecting Sellable identifies an item that may qualify for reintegration into stock.

Inspection does not itself increase the product’s available quantity. Stock processing is a separate operation later in the workflow.

Once the case reaches the required stage, MirandaPlace displays a refund preview.

The preview identifies the applicable item amounts, any eligible original shipping charge, the proposed total, and the remaining refundable payment amount.

Item Amounts
Refund calculations use the original transaction information, including discounts and taxes.

The calculation follows the approved and received quantities recorded in the case. It does not use the product’s current selling price.

Original Shipping Charge
Where the workflow identifies a complete physical return and the original shipping charge has not already been refunded, an option may be available to include it.

Review the preview before choosing the action with or without shipping.

This concerns the original order’s shipping charge, not a new carrier charge for returning the goods.

Online Refunds
When the payment gateway supports the operation, use the available refund action to submit the calculated refund.

The case records the operation and its verified outcome.

A failed operation can expose a retry action. Review the recorded result before retrying.

Offline Refunds
For an offline refund, return the money through the appropriate external payment process first.

Then record the refund in MirandaPlace using:

• the refund date;
• a transaction or payment reference;
• an optional explanatory note.

The manual confirmation records a refund already performed. It does not transfer money.

Partial & Full Refunds
A case can refund only part of an order.

The order’s aggregated withdrawal information distinguishes a partial refund from a refund covering the full recorded payment.

A partial refund does not automatically change the main order status to Refunded.

Stock Preview
After the refund stage, review the stock-processing preview.

It identifies which quantities can be returned to stock and explains why other lines are skipped.

Reintegration requires an eligible physical product or variant with managed numeric stock and a Sellable handling decision.

Items intended for repair, supplier return, disposal, or other non-sellable handling are not automatically returned to available stock.

Executing Stock Processing
Use the dedicated stock-processing action to apply the eligible quantity changes.

Only quantities not already reintegrated are processed. Repeating an already-completed operation does not add the same quantities again.

Refunding a customer does not, by itself, prove that the goods are available for resale.

Credit Notes
A verified refund processed through the case generates the associated credit note.

The case provides access to available document downloads and displays the email delivery status.

Where document preparation or delivery has not completed, the available retry action can retry that step without repeating the refund.

See Invoices & Credit Notes for PDF, XML, and document-storage details.

The case progresses through stages such as:

Rejected and cancelled cases have separate terminal statuses.

The interface exposes actions appropriate to the current stage rather than allowing unrestricted changes between all statuses.

Case Status & Order Summary
A case has its own detailed status.

The original order displays an aggregated withdrawal status based on its cases and verified refund amounts. This summary does not replace the case history.

History
The history records the available transitions, responsible actors, dates, and operation notes.

Use it to distinguish what has already been approved, received, inspected, refunded, or processed for stock.

Final Review
Before considering the work finished, confirm that:

• each requested line has a recorded decision;
• physical return quantities and inspection results are accurate;
• the refund outcome and reference are recorded;
• stock processing reflects the actual condition of the goods;
• the credit note is available;
• any document-delivery error has been addressed.

Keep payment, document, and stock outcomes separate when investigating an incomplete case.