How to Process Distribution After Sales Orders

BigSeller now supports processing distribution after-sales orders. When a distributor handles a return request, the associated distribution order is automatically added to the Return & Stock-in – Distribution list and pushed to the supplier. The supplier then completes the stock-in process and issues a refund to the distributor.

Currently supported: After-sales orders from Shopee, TikTok, Lazada,  and also manual after-sales orders.

With BigSeller's distribution after-sales features, both suppliers and distributors can keep inventory and financials automatically updated in sync with stock-in and refund operations, forming a closed loop.

The basic distribution after-sales order processing flow is shown in the diagram below.
 

The details are listed as follow:

• If you are a distributor, see Part 1
• If you are a supplier, see Part 2

Part 1 – Distributor: Process After-Sales Orders & Push Returns

As a distributor, you are responsible for handling after-sales applications. Distribution after-sales orders are automatically added to the Return & Stock-in – Distribution list, where you can push them to the supplier.

1. After-Sales Order Processing

Distribution after-sales orders follow the same workflow as regular after-sales orders — no separate process is needed. You can:

• Go to the After Sales Orders list and process orders as usual.
• Use the Shipping Warehouse or Supplier filters to quickly find the relevant distribution orders.

For more instructions of processing after sales orders, you may refer to the two articles:

• Introduction to After Sales Manage & Stock-In Return
• Introduction to Manual After Sales Order (Manual Entry of After-Sales Orders)

2. Return & Stock-in – Distribution: Pushing to Supplier

Return & stock-in orders generated from distribution after-sales orders must be pushed to and handled by the supplier. BigSeller provides an auto-push setting. Once enabled, return & stock-in orders will be automatically pushed to the corresponding supplier warehouse. You may also leave auto-push off and manually push orders from the To Push list.



If a push fails (whether auto or manual), you can go to the Push Failed list and select Re-push.



Notes:

• After a partnership is terminated, distribution after-sales orders from the cooperation period can still be pushed to the supplier.
• Orders older than 90 days cannot be pushed.
• Combo SKUs are split into individual sub-SKUs before being pushed.
• If an after-sales application is cancelled, the corresponding order that was pushed to the supplier will be automatically recalled.

Part 2 – Supplier: Process Return Stock-in & Issue Refunds

Once the distributor pushes the after-sales order, the supplier will need to complete the stock-in and issues a refund to the distributor.

1. Viewing After-Sales Orders

After-sales orders pushed by distributors will appear in the After Sales Orders – BigShop page. You can filter by distributor. Please note that the return type on the supplier side will be uniformly displayed as "Return & Refund".



2. Processing Return Stock-in
To complete the return stock-in for distribution after-sales orders:

• Go to Return & Stock-in – BigShop list.
• On the Pending Stock-in page, perform the stock-in operation for the relevant orders.

Alternatively, you can go to the After Sales Orders - Confirm Return list, select the after-sales order directly, and perform the stock-in operation. The system will automatically complete the return stock-in, and the order will move to the Received Return list. You can then create a refund order from there.



Notes:

1) Distribution after-sales orders cannot be moved to third-party warehouses.
2) The estimated refund amount is calculated as follows:

• Abnormal return order: Stock-out order amount – Distribution fee – Return handling fee
• Platform after-sales order: Unit price at shipment × Quantity – Return handling fee
• Manual after-sales order: Unit price at shipment × Quantity – Return handling fee

3. Creating a Refund

After the stock-in is completed, go to the Received Return page to create a refund order.



When creating a refund order, pay attention to the following three fields:

• Return Amount: Based on the unit price of the item at the time of the original shipment, not the cost price at the time of stock-in.
• Return Handling Fee: Sourced from the "Return Handling Fee Settings" (Distribution Charge Setting). This field is only shown on refund orders generated via BigShop.
• Refundable Amount = Return Amount – Unsettled amount on original order – Exchange amount – Return handling fee (Return handling fee deduction applies to BigShop only)

4. Completing the Refund

When choosing a refund method:

• Customer Balance: Once the refund order is created, the after-sales order is automatically marked as completed. And the amount will be refunded to the customer's account balance, which they can use toward their next purchase.
• Bank Transfer: Fill in the relevant bank details, then go to the After-Sales Refund page to confirm receipt and view payment proof.