Returns — Overview
This is where you see customers' "I want to return/exchange this product" requests and approve/reject them.
Where to find: Left menu → Returns (Return Requests) Who it's for: Anyone who evaluates return/exchange requests from customers In short: This is where you see customers' "I want to return/exchange this product" requests and approve/reject them.
What is a return request?
If a customer is not satisfied with a product they bought (wrong size, arrived damaged, etc.), they open a return request. These requests are collected in the Returns section. You review these requests and approve or reject them; and if needed, you issue the refund too.
Every return request is tied to an order — that is, it's for the product(s) in an order the customer placed previously.
Customers create the requests. A customer logs into their account on your store site and submits the request from the My Returns section with Create Return Request. You then see that request here in the panel.
There are two types of requests
| Type | Meaning |
|---|---|
| Return | The customer sends the product back and wants their money back. |
| Exchange | The customer wants to swap the product for another one (e.g. a different size). |
This type is shown with an icon + label in the list and in the detail.
Return statuses
A request is in one of these statuses:
| Status | Meaning | Color |
|---|---|---|
| Requested | The customer submitted the request; you haven't decided yet. | Gray |
| Approved | You accepted the request. | Solid/dark |
| Rejected | You rejected the request. | Red |
| Refunded | A refund was issued. | Solid/dark |
| Cancelled | The request was cancelled. | Red |
Typical flow: Requested → Approve → (if needed) Refund. If you don't find it appropriate, you click Reject.
Approving and refunding
When you click Approve on a request, you've said "I accept this return request". On top of approving, you can also issue the refund:
- If the order was paid online (by card), you issue the refund directly from the return request detail — either together in the Approve window, or afterward with the Issue Refund button.
- If the order was paid by bank transfer/cash, or the request couldn't be linked to an order, an automatic refund isn't possible; you refund the money to the customer manually (bank transfer).
The customer's IBAN is shown in the return request detail — if you're going to refund by bank transfer, you copy it from there.
To refund an order's payment from the order itself, also see Order Operations (Status, Payment, Return, Cancellation, E-Invoice) → "Return".
There are two screens
- Return List: The table of all return requests. → Return List
- Return Detail: The screen that opens when you go into a request, where you approve, reject, and issue refunds. → Return Request Detail
Documents in this folder
| File | Content |
|---|---|
| Return List | List: columns, search, row actions, pagination |
| Return Request Detail | Detail: customer/IBAN, products, reason, Approve / Reject / Refund |
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Return List
The table where all return/exchange requests are listed row by row. From here you search and go into the detail.