Help Center / Returns and exchanges · Concept
Return statuses
What each return status means, what you can do in it, and what the customer sees.
Where to find itReturns
- Who can use this
- Shop owner, Shop Manager
Help CenterHelp CenterHelp Center / Returns and exchanges · Concept
What each return status means, what you can do in it, and what the customer sees.
The status badge on the list and on the return's page uses the same words the customer sees.
| Status | Meaning | What you can do next |
|---|---|---|
| Return requested | The customer asked, or you created it without approving | Approve, reject, or cancel |
| Return approved | You agreed. The items are still with the customer, or on their way without an AWB | Book a pickup, assign a delivery guy, set drop-off, mark received, or cancel |
| Return rejected | You refused, with a reason sent to the customer | Nothing. Final |
| Pickup scheduled | A courier pickup is booked, or a delivery guy is assigned | Mark received, cancel the pickup, or cancel the return |
| On its way back | The courier or delivery guy has the items, or the customer is sending them with an AWB | Mark received |
| Received by the shop | The items are with you, not yet checked | Inspect |
| Inspected | You recorded what you accept | Refund, complete the exchange, or close without refund |
| Refunded | The refund is done | Close |
| Exchanged | The exchange is complete | Close |
| Closed | Finished | Nothing. Final |
| Return cancelled | Withdrawn by the customer or by you before the items were collected | Nothing. Final |
The customer is messaged at seven of these steps. See Return messages and alerts.
A final return shows "This return is ... : nothing left to do." in its Actions card.
Requested → approved → pickup scheduled → on its way back → received → inspected → refunded or exchanged → closed.
Shorter paths exist:
The return page shows a refund status beside the refund method.
| Refund status | Meaning |
|---|---|
| succeeded | The refund is done |
| pending | The gateway accepted the refund and has not finished it. The return is already Refunded |
| processing | The refund is with the gateway right now. The return is still Inspected |
| unknown | The gateway did not confirm. The return stays Inspected and shows Refund outcome unknown. until you record what happened |
| failed | The gateway refused, or you recorded an unknown refund as not refunded. Nothing was given back |
See Refund outcome unknown and credit notes.
Rejecting or cancelling a return releases its quantities, so the customer can ask again for the same items. Any other status keeps them held; the item then shows Already returned or requested.