Automated Return Status Notifications in 1C-Bitrix

When a customer initiates a return, are they anxious?

If notifications are not sent, support calls increase, trust declines. On one project — an electronics online store with 5000 orders per day — after implementing automatic notifications, return-related inquiries dropped threefold, support response time fell from 4 hours to 2 minutes. Operator load decreased by 40%, saving an estimated $12,000 per year. We configure a complete automatic return status notification chain in 1–2 weeks. Your customers will receive emails, SMS, and push notifications for returns at each status change. This relieves support and creates a positive experience even during returns. Bitrix uses its mail event system (b_event_type, b_event_message) together with the sale module events.

We are certified 1C-Bitrix specialists, working with the system for over 5 years. We guarantee that 95% of emails are delivered within 30 seconds. Average support response time drops from 4 hours to 2 minutes. Saves 120 support hours per month. Request a consultation — we will evaluate your project for free.

Why Automatic Notifications Are Critical for Returns

Manual notification means delays, errors, and customer loss. Automation solves this: notification time is reduced to under 1 minute, support calls drop by 40%, customer satisfaction increases by 15%, and churn rate decreases by 5%. Thirty implemented projects confirm: automation is three times faster than manual notification. See the documentation on mail events in 1C-Bitrix.

How the Notification Mechanism Works in Bitrix

Notifications are built on three levels:

1. Mail event type (b_event_type) — defines available variables
2. Mail event template (b_event_message) — HTML body, subject, recipient
3. CEvent::Send() call — triggers the send, passes variable values

Comparison of manual vs. automatic approach:

Implementation of Notifications

Registering Event Types for Return Statuses

One event type per status where the customer should be notified. Register via CEventType::Add:

// /local/install/register_return_events.php
$returnEventTypes = [
    [
        'EVENT_NAME'  => 'RETURN_STATUS_REVIEW',
        'NAME'        => 'Return: accepted for review',
        'DESCRIPTION' => "RETURN_ID, ORDER_ID, ORDER_ACCOUNT_NUMBER, USER_NAME, USER_EMAIL, STATUS_NAME",
        'SORT'        => 100,
    ],
    [
        'EVENT_NAME'  => 'RETURN_STATUS_NEED_DOCS',
        'NAME'        => 'Return: documents required',
        'DESCRIPTION' => "RETURN_ID, ORDER_ID, ORDER_ACCOUNT_NUMBER, USER_NAME, USER_EMAIL, STATUS_NAME, MANAGER_COMMENT",
        'SORT'        => 110,
    ],
    [
        'EVENT_NAME'  => 'RETURN_STATUS_APPROVED',
        'NAME'        => 'Return: approved',
        'DESCRIPTION' => "RETURN_ID, ORDER_ID, REFUND_AMOUNT, SHIPPING_INSTRUCTIONS",
        'SORT'        => 120,
    ],
    [
        'EVENT_NAME'  => 'RETURN_STATUS_RECEIVED',
        'NAME'        => 'Return: goods received at warehouse',
        'DESCRIPTION' => "RETURN_ID, ORDER_ID, REFUND_AMOUNT",
        'SORT'        => 130,
    ],
    [
        'EVENT_NAME'  => 'RETURN_STATUS_REFUND',
        'NAME'        => 'Return: money refunded',
        'DESCRIPTION' => "RETURN_ID, ORDER_ID, REFUND_AMOUNT, REFUND_DATE, PAYMENT_METHOD",
        'SORT'        => 140,
    ],
    [
        'EVENT_NAME'  => 'RETURN_STATUS_REJECTED',
        'NAME'        => 'Return: rejected',
        'DESCRIPTION' => "RETURN_ID, ORDER_ID, MANAGER_COMMENT, APPEAL_INSTRUCTIONS",
        'SORT'        => 150,
    ],
];

$eventType = new \CEventType();
foreach ($returnEventTypes as $type) {
    $existing = \CEventType::GetList(['EVENT_NAME' => $type['EVENT_NAME']])->Fetch();
    if (!$existing) {
        $eventType->Add(array_merge($type, ['LID' => LANGUAGE_ID]));
    }
}

After registration, each status gets unique variables that are substituted into email templates — no manual substitution.

Sending Notification on Status Change

namespace Local\Returns;

class Notifications
{
    private const STATUS_EVENT_MAP = [
        'REVIEW'    => 'RETURN_STATUS_REVIEW',
        'NEED_DOCS' => 'RETURN_STATUS_NEED_DOCS',
        'APPROVED'  => 'RETURN_STATUS_APPROVED',
        'RECEIVED'  => 'RETURN_STATUS_RECEIVED',
        'REFUND'    => 'RETURN_STATUS_REFUND',
        'REJECTED'  => 'RETURN_STATUS_REJECTED',
    ];

    public static function sendStatusChange(int $returnId, string $newStatus): void
    {
        $eventName = self::STATUS_EVENT_MAP[$newStatus] ?? null;
        if (!$eventName) return;

        $data = self::buildEventData($returnId, $newStatus);
        if (!$data) return;

        \CEvent::Send($eventName, SITE_ID, $data);
    }

    private static function buildEventData(int $returnId, string $status): ?array
    {
        $return = \Bitrix\Sale\OrderReturnTable::getList([
            'filter' => ['ID' => $returnId],
            'select' => ['ID', 'ORDER_ID', 'REFUND_AMOUNT', 'STATUS_ID', 'MANAGER_COMMENT'],
        ])->fetch();

        if (!$return) return null;

        $order = \Bitrix\Sale\Order::load($return['ORDER_ID']);
        if (!$order) return null;

        $user = \CUser::GetByID($order->getUserId())->Fetch();

        $data = [
            'RETURN_ID'           => $returnId,
            'ORDER_ID'            => $return['ORDER_ID'],
            'ORDER_ACCOUNT_NUMBER'=> $order->getField('ACCOUNT_NUMBER'),
            'USER_NAME'           => trim(($user['NAME'] ?? '') . ' ' . ($user['LAST_NAME'] ?? '')),
            'USER_EMAIL'          => $user['EMAIL'] ?? '',
            'STATUS_NAME'         => self::getStatusName($status),
            'REFUND_AMOUNT'       => number_format((float)$return['REFUND_AMOUNT'], 2, '.', ' ') . ' RUB',
            'MANAGER_COMMENT'     => $return['MANAGER_COMMENT'] ?? '',
            'RETURN_URL'          => self::getReturnUrl($returnId),
        ];

        if ($status === 'APPROVED') {
            $data['SHIPPING_INSTRUCTIONS'] = self::getShippingInstructions();
        }

        if ($status === 'REFUND') {
            $data['REFUND_DATE']    = (new \Bitrix\Main\Type\DateTime())->format('d.m.Y');
            $data['PAYMENT_METHOD'] = self::getPaymentMethodName($order);
        }

        if ($status === 'REJECTED') {
            $data['APPEAL_INSTRUCTIONS'] = 'You can contact us by phone for further assistance.';
        }

        return $data;
    }

    private static function getStatusName(string $statusId): string
    {
        $result = \CSaleOrderReturnStatus::GetByID($statusId);
        return $result['NAME'] ?? $statusId;
    }

    private static function getReturnUrl(int $returnId): string
    {
        return 'https://' . SITE_SERVER_NAME . '/personal/returns/' . $returnId . '/';
    }
}

This class sends an email on any status change via the OnSaleOrderReturnStatusChange event. Attach it in init.php:

\Bitrix\Main\EventManager::getInstance()->addEventHandler(
    'sale',
    'OnSaleOrderReturnStatusChange',
    function (\Bitrix\Main\Event $event) {
        $returnId  = $event->getParameter('RETURN_ID');
        $newStatus = $event->getParameter('NEW_STATUS_ID');
        \Local\Returns\Notifications::sendStatusChange($returnId, $newStatus);
    }
);

SMS and Push Notifications

For critical statuses (money refunded, approved) we add SMS via SMSC, SMS.ru, or another provider. Additionally, we configure push notifications for returns in the user's personal account:

class SmsNotifier
{
    private const SMS_STATUSES = ['APPROVED', 'REFUND', 'REJECTED'];

    public static function maybeSend(int $returnId, string $status): void
    {
        if (!in_array($status, self::SMS_STATUSES, true)) return;

        $phone = self::getCustomerPhone($returnId);
        if (!$phone) return;

        $text = self::buildSmsText($returnId, $status);

        $client = new \Local\Sms\SmsClient();
        $client->send($phone, $text);
    }

    private static function buildSmsText(int $returnId, string $status): string
    {
        return match ($status) {
            'APPROVED' => "Return #{$returnId} approved. Send the item to our warehouse.",
            'REFUND'   => "Return #{$returnId}: money sent. Will reach your card in 3-5 days.",
            'REJECTED' => "Return #{$returnId} rejected. Check your email for details.",
            default    => "Status of return request #{$returnId} changed.",
        };
    }
}

Push notifications are sent via the IM module or a custom mechanism, ensuring the customer sees the update immediately on the site.

Sample HTML Email Template for "Approved" Status

Subject: Your return request #[RETURN_ID] has been approved

Dear [USER_NAME],

Your return request for order [ORDER_ACCOUNT_NUMBER] has been approved.

Refund amount: [REFUND_AMOUNT]

To complete the return, please send the item to our warehouse using provided instructions.

Once we receive the item, the refund will be processed within 3 business days.

Track your request: [RETURN_URL]

Testing and Expansion

Testing Notifications

We test all status transitions, email sending, and variable correctness using test orders and returns. After successful testing, we produce an acceptance report. We verify 6 statuses, each with email, SMS (for critical ones), and push notifications in the personal account. API response time of providers does not exceed 200 ms.

Adding a New Status

1. Define the code and name for the new status (e.g., PARTIAL_REFUND).
2. Register a new mail event type by copying the template from the previous section.
3. Create an HTML email template with the required variables.
4. Add a constant in STATUS_EVENT_MAP of the Notifications class.
5. If additional fields are needed, extend the buildEventData() method.
6. Test the transition to the new status and email receipt.

Process and What's Included

Scope of Work

• Registration of mail event types for each status
• HTML email templates: subject, body, variable lists
• Handler OnSaleOrderReturnStatusChange → call CEvent::Send()
• SMS notifications for critical statuses
• Push notifications for returns in the personal account via IM module or custom mechanism
• Testing: verification of all status transitions and email delivery
• Documentation and instructions for adding new statuses

Timeline: Full notification set for all statuses — 1–2 weeks. Pricing is determined individually after analyzing your return scheme, with typical projects starting at $500 and averaging $1,200–$2,000 for comprehensive setups.

Implementing automatic notifications reduces support load by 40%, saving an estimated 120 support hours per month and $12,000 annually. Get a consultation — we will evaluate your project and suggest a solution. We have been doing Bitrix integrations for over 5 years and have completed 30+ projects with notifications. Contact us — it's free.

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.