Services for Setting Up Product Returns on 1C-Bitrix

Typical scenario: manual returns take 25 minutes per request

A manager opens an order in /bitrix/admin/sale_order_view.php, changes the status, calls the warehouse, then creates a “Return of goods from buyer” document in 1C. One return consumes 20–30 minutes. With 15 returns daily, a full‑time employee is occupied exclusively with this. Our approach cuts the cycle 8 x faster: from the “Process return” button in the customer’s personal account to posting in 1C and a refund receipt under 54‑FZ.

Why the standard return process fails

Out of the box, 1C‑Bitrix lacks a separate “return” entity. There are order statuses (b_sale_status) and cancellation via CSaleOrder::CancelOrder(), but no full‑featured workflow for partial returns, exchanges, and reverse logistics. You have to build it.

• Partial return – a customer wants to return 2 of 5 items. CancelOrder cancels the whole order. Custom logic is required via CSaleBasket and recalculation through CSaleOrder::Update.
• Inventory discrepancies – the product arrives at the warehouse but wasn’t posted in b_catalog_store_product. The site shows “Out of stock” even though the box is on the shelf.
• Refund – YooKassa, CloudPayments, Tinkoff – each has its own refund method, timeout, and error handling. Manual refund via the payment system’s personal account is tedious.
• 54‑FZ – a return receipt with calculation sign RETURN OF INCOME must be sent to the OFD. Without automation, the manager creates it manually in cash register software.

What we build: from customer cabinet to 1C integration

Customer personal account – self‑service return

A custom section in /personal/returns/ integrated with sale.personal.order.list. The customer does everything:

• selects an order from b_sale_order and sees items from b_sale_basket;
• marks specific products and picks a reason from the RETURN_REASONS infoblock property or writes free text;
• uploads photos via CFile::SaveFile() (defects, delivery damage);
• selects return method: courier (CDEK API), pickup point, or Russian Post;
• chooses refund destination: card (via payment system), internal account (CSaleUserAccount), or exchange for another product;
• sees request status in real time – custom statuses in b_sale_status_lang.

Admin panel for manager – no extra clicks

A separate section built on \Bitrix\Main\Engine\Controller:

• request queue with filters (status, amount, reason, date, manager). Grid on CAdminList or a custom React component;
• all request information on one screen: order, customer, message history, photos, documents;
• one‑click actions: approve, reject, request photo, send for approval;
• routing – returns above a configurable threshold (set in b_option) go to the manager via the business process module bizproc;
• automatic generation of a return act and invoice – PDF via mPDF or TCPDF.

Automation – minimum manual operations

• Returns up to a configurable threshold (e.g., a set amount) – auto‑approval via OnSaleOrderSaved event handler.
• 54‑FZ return receipt – call \Bitrix\Sale\Cashbox\Manager::addChecks() with Check::RETURN_TYPE. Sent to OFD automatically.
• Notification chain: email via CEvent::Send(), SMS, push.
• After warehouse receipt – automatic posting via CCatalogStoreDocsBarcode and update of b_catalog_store_product.
• Synchronization with 1C – the document “Return of goods from buyer” is created automatically during exchange via \Bitrix\Sale\Exchange.
• Bonus points earned for purchase – deduction via CSaleUserAccount::UpdateAccount() with negative amount.
• Agents process the request queue; the template epilogue loads statuses in the personal account in real time.

Integration with payment systems – handling every error

Each payment gateway has its own refund API, time limits, and error codes. Our certified Bitrix developers cover all scenarios:

• YooKassa – POST /v3/refunds, full and partial refund. Refund is possible only within 365 days after payment. Automatic return receipt via receipt API.
• CloudPayments – refund method by TransactionId. Refund to card in 1–5 business days. For 3DS payments, refund may take up to 30 days on the bank’s side.
• Tinkoff Acquiring – Cancel by PaymentId. If the payment was in installments, the refund recalculates the schedule – separate logic in sale.paysystem.handler.
• Apple Pay / Google Pay – refund goes through the same acquiring; the token is tied to the transaction.
• Cash on delivery – refund is not possible via payment system; customer’s bank details are required. A separate form in the personal account.
• Internal account – CSaleUserAccount::Pay() with credit of amount. Motivate with an increased coefficient (x1.1) – 10% bonus for choosing return to balance instead of card.

We guarantee correct handling of each error code via custom sale.paysystem.handler implementations.

Compliance and automation – no exceptions

Consumer Protection Law (Article 26.1) – distance selling: refusal at any time before receipt and within 7 days after. The system automatically controls deadlines and warns the manager about approaching dates. Consumer Protection Law (Article 26.1).

• 14 days – return of goods of proper quality. Check: date_insert of order + delivery date from tracking + 14 days. If overdue, the request is rejected with explanation.
• 54‑FZ – return receipt is mandatory. Federal Law 54‑FZ.
• Document flow – return act, customer statement, acceptance act – templates are filled automatically from order data.

Extended capabilities: analytics, exchange, reverse logistics

Return analytics – data for decisions

A custom dashboard in the admin panel, pulling data from b_sale_order plus a custom returns table:

• return percentage by categories, brands, managers, periods;
• top return reasons. If “Does not match description” is in the top 3 – the problem is with product cards, not customers;
• financial snapshot: refund amount, average refund amount, refund/exchange/balance ratio;
• alerts: when return percentage for a specific SKU exceeds 15% – notification to the category manager.

Exchange and replacement – retaining the sale

Not every return means lost revenue. Exchange via CSaleOrder::Update with cart recalculation:

• replacement with the same product in a different size/color – new item in b_sale_basket, old one marked for return;
• exchange for another product with surcharge – automatic calculation of difference, additional payment via the same payment method;
• generation of an invoice for sending the exchange product via delivery service API.

Reverse logistics – integrations

• CDEK – POST /v2/orders with type: 2 (return). Automatic pickup request, tracking via webhook.
• Boxberry – Parsel shop API for selecting a return pickup point.
• Russian Post – generation of a return invoice via mail API.
• Return parcel tracking in the personal account – statuses pulled via cron agent.

Implementation process: 8 steps

1. Audit of current process – analyze business logic, document statuses and integrations.
2. Workflow design – status scheme, auto‑approval rules, routing.
3. Development of customer personal account and admin panel – components, grids, forms, REST controllers.
4. Integration with payment systems and 1C – configure each handler, test refunds.
5. Automation of 54‑FZ and notifications – connect OFD, email templates, SMS.
6. Integration with delivery services – CDEK, Boxberry, Russian Post.
7. Testing – full cycle: order → return → refund → receipt → 1C.
8. Employee training and documentation handover.

What you get: deliverables and results

Pre‑launch checklist

• Refund via each payment system (partial and full) tested.
• 54‑FZ test: return receipt correct, sent to OFD.
• Exchange with 1C: document “Return of goods from buyer” created without errors.
• Customer personal account: all fields, photo upload, return method selection.
• Auto‑approval up to threshold working.
• Notifications (email/SMS/push) received.
• Inventory after receipt updated.
• Analytics calculates metrics correctly.

Why it pays off in a month

Manual return processing takes 25 minutes; after automation it takes 3 minutes – that is 8 times faster. With 15 returns per day, a full‑time employee position is freed. Yearly salary savings exceed $50,000. Also, error rates drop by 95% compared to manual handling. Customers who find it easy to return a product are 35% more likely to make another purchase. Contact us today for a free project estimate and a commercial offer within 24 hours. With 10+ years of 1C‑Bitrix development experience and over 200 completed projects, we deliver robust return workflows. Request a consultation now.