Help CenterHelp Center / Returns and exchanges · How-to
Finish a return, withdraw one before the items are collected, and keep a timeline of notes on the return page.
The return page is where a return ends. It also keeps the full story of the return in its Timeline.
| Card | Shows |
|---|---|
| Heading | "Return" or "Exchange" with the number, the status badge, the order, the customer, and when and from where it was requested (app, tracking or panel) |
| Items | Requested, Accepted, Condition and Refund per item, with photos, and the refund box |
| Details | Reason, Customer note, How it comes back, the delivery guy or Return shipment, the Replacement order, your Note to customer, and Customer's return page |
| Timeline | Every status change and note, newest first |
| Actions | Only the forms that fit the current status |
open, beside Customer's return page, shows the page the customer follows the return on.
Closing marks a return as finished. It moves no money and sends the customer no message.
| Status | Button | Effect |
|---|---|---|
| Refunded or Exchanged | Close | The return becomes Closed |
| Inspected | Close without refund | Closes with no refund. Add the reason in Why it is closed without a refund (optional). On an exchange, the replacement order is cancelled |
Use Close without refund when you accepted nothing in the inspection.
Cancel return withdraws a return while the items are still with the customer: in Return requested, Return approved or Pickup scheduled.
Cancelling:
The status becomes Return cancelled. The customer gets no message when you cancel, so tell them yourself.
The button disappears once the delivery guy has collected the items or the courier has the parcel. Customers can cancel their own request under the same rule. Your team is then alerted when Notify Me of New Requests is set to yes. See Return messages and alerts.
Select Add.
Each timeline entry shows the time and who acted: customer, shop, system, courier or delivery.