Help CenterHelp Center / Returns and exchanges · Concept
How a return moves from request to refund or exchange, and where each task is done.
Returns let a customer send back delivered items for a refund, or exchange an item for another size or colour of the same product. Customers ask from your app, your website or the order tracking link. You can also create a return for them from the order page.
With the feature on and Accept Returns off, customers cannot ask, but you can still create a return from a delivered order.
| Step | What happens | Page |
|---|---|---|
| Requested | The customer asks, or you create the return | Create a return for a customer |
| Approved or rejected | You decide. An exchange's replacement order is created on approval | Approve or reject a return |
| Coming back | A courier, your delivery guy or the customer brings the items | Get the items back |
| Received and inspected | You record what you accept and its condition. Good items can go back in stock | Receive and inspect |
| Refunded or exchanged | You refund by wallet, original payment or by hand, or complete the exchange | Refund a return, Exchanges |
| Closed | The return is finished | Close, cancel and add notes |
Every status is explained in Return statuses.
Details are in Refund a return and Refund outcome unknown and credit notes. Something not working? See Troubleshooting returns.