Help CenterHelp Center / Returns and exchanges · How-to
Decide on a customer's return request, and know what approving an exchange sets in motion.
A new request waits in Return requested until you decide. Open it from Returns › To handle.
Approving a return refunds nothing and does not change stock. Next, get the items back.
Approving one return of a linked group approves the others that are still requested, so one pickup can cover them all. Reject any of them first if you need to.
For an exchange the button reads Approve (creates the replacement order). Approving:
If the replacement is out of stock, the approval is refused, and you can reject the exchange or agree a refund with the customer instead. See Exchanges.
When every item's reason needs nothing sent back (a reason that starts with !, such as a missing item), approving moves the return straight to Received by the shop. You then confirm the quantities in the inspection.
Your reason fills the {{NOTE}} placeholder of Message: Rejected, which the customer gets unless customer messages are off. The items are freed, so the customer can ask again, for example with better photos.
Approve Automatically, in Returns & Exchanges settings, approves every customer request as it arrives. With it off, you approve or reject each one. A request that cannot be approved automatically, such as an exchange whose replacement ran out, stays Return requested with the reason on its timeline.