> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://staging.chrisp.chat/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# You can capture straight returns only if you have an open route

| Straight returns are carried out when a client returns a product and receives a full refund without needing to buy something else in exchange.

****To carry out straight returns, you'll need:****

1.- Enable the setting in Settings > Orders > Returns settings.

2.- The user must have an open route.

![](https://storage.crisp.chat/users/helpdesk/website/-/6/4/f/9/64f900b3fec7cc00/a92de9ee-0aea-4045-85f1-f0c582_18xcnae.png)

# Mobile app 📱

* In the mobile app, go to the client's details and click on ****Return****

![](https://storage.crisp.chat/users/helpdesk/website/-/7/f/2/a/7f2a871ed358d400/44286d5e-d64c-493d-a372-e34abf_po6lbq.png)

* In the Return screen, you can find the products that will be returned and select how many units:

![](https://storage.crisp.chat/users/helpdesk/website/-/4/9/1/1/4911f18bdf5bb400/d6d018a6-3300-4021-abca-ca73ce_4dx4qo.png)

* Here, you'll need to select the returned products and, if you've enabled that setting, specify the reason for return. Find more about this setting here: [Reasons for return](https://help.handy.la/es/article/razones-de-devolucion-1g83446/)

###### If you select a reason that's categorized as SHRINKAGE, you can take a photo and add comments on the returned product.

![](https://storage.crisp.chat/users/helpdesk/website/-/2/d/f/d/2dfdbedffe17fa00/ffcb54da-0b42-4c6e-9557-4522b9_9qvhk6.png)

You can see more on how different reasons for return affect inventory and reports here: [Reasons for return](/es/article/razones-de-devolucion-1g83446/)

* Once the return is completed, the total amount will be subtracted from the client's balance.

This change in balance can be seen in the return's printed ticket:

![](https://storage.crisp.chat/users/helpdesk/website/-/6/b/4/9/6b49e2aa0164bc00/1d0255c1-cc71-4139-9fed-52aa25_1qp1fwk.png)

# View your returns 💻

To view your returns in the web portal, you can go to Main menu > Reports and goals > Returns.

In this menu, you'll be able to filter your results and see three windows: ****List, Map, and Statistics****.

![](https://storage.crisp.chat/users/helpdesk/website/-/c/b/3/c/cb3c5cb8cee85000/610dde91-4c72-49ed-9bf8-295ec0_137eai8.png)

✅ In the List window, you'll see your returns and the details on each one of them, like in the previous image. You can also download them as an Excel file or a PDF.

📍 In the Map window, you'll have a geographic view of where each return was created.

![](https://storage.crisp.chat/users/helpdesk/website/-/1/1/c/5/11c52815903ca400/40417167-0fbb-4e7f-a708-a73e10_xusbga.png)

📊 In the Statistics window, you'll see different graphs with information on your returns and reasons for return.

For example:

![](https://storage.crisp.chat/users/helpdesk/website/-/5/7/c/b/57cbecba60da4000/screenshot-2026-01-23-at-11334_7la5x6.png)

|| It's important to know that the Statistics window can only filter by day. Other filters set for Maps and Lists will not apply to Statistics.

# Returns per user 👩🏻‍💼👨🏻‍💼

You can see a user's returns in their route, or in the User Activity screen:

![In route details](https://storage.crisp.chat/users/helpdesk/website/-/5/7/c/b/57cbecba60da4000/screenshot-2026-01-23-at-11421_1vaf72e.png)

![In user details](https://storage.crisp.chat/users/helpdesk/website/-/5/7/c/b/57cbecba60da4000/screenshot-2026-01-23-at-11371_yh77xx.png)

Send us a message in the chat if you have any questions! 😎