Faume CMS – Tracking a Return from the Back Office

The customer contacts Customer Support to know the status of their return: has the parcel been received by the workshop? Has the refund been processed?

In short: there are three ways to check the status of a return: the return label tracking number, the item return record, and the “Orders” section in the back office.

The customer contacts Customer Support to know the status of their return: has the parcel been received by the workshop? Has the refund been processed?

Method 1 – Tracking Number
The return parcel tracking number can be found on the customer’s return label, available in their customer account. You can access it from the Faume back office, under the “Users” section, by viewing the customer’s member space.

Use this tracking number to check the shipment status of the return parcel on the carrier’s platform.

Method 2 – Item Return Record
Check the item’s return record in the back office. If the item has been restocked after the order date, this confirms that it has been returned and processed by the workshop.

Method 3 – “Orders” Section
Path: Faume Back Office → Orders

Enter the order ID in the search bar to check whether the return has been processed, the return date, and the refund status. This information appears in the order details.

Processing Time
The refund is processed automatically once the parcel is received and checked by the Faume workshop. The standard processing time is 7 days after the parcel is received at the workshop. The customer receives a confirmation email once the refund is issued.

Note
The refunded amount corresponds to the returned items + shipping costs, minus return fees if the brand applies them.

Important: if the return does not appear in the back office after 15 days and the tracking shows “delivered,” it may be a lost return. Refer to the article on lost parcel management, decision tree (case 4 — lost return marked as delivered).

If it doesn’t work