Troubleshooting returns

Why returns, buttons or refund methods are missing, and what the common messages mean.

Where to find itReturns

Who can use this

Shop owner, Shop Manager

Something is missing

Missing	Why	Fix
The Returns & Exchanges settings tab	Returns & exchanges is not on for your shop	Turn it on under Shop › Features, or ask support when the card has no switch
The Returns menu	For the owner: Accept Returns is off and your shop has no return requests	Switch on Accept Returns
Create return on an order	The order is not delivered, or the feature is off	Deliver the order first
The Type choice when creating a return	Allow Exchanges is off, or no item has another variant in stock	Switch exchanges on
Original payment method in the refund list	The order was not paid with Tabby or Tamara, or your Refund Methods leave it out	Use the wallet or a manual refund
Customer wallet in the refund list	The wallet is off for your shop, or the order has no customer account	Switch the wallet on, or refund manually
Cancel return	The items were already collected	Receive and inspect, then close

Customers cannot ask for a return

What the customer is told	Reason
Returns are not available for this shop.	Accept Returns is off
Only delivered orders can be returned.	The order is not delivered yet
The return period for this order has ended.	The Return Period has passed. You can still create the return yourself
This item cannot be returned.	The product is not returnable
Already returned or requested.	Another return already holds the item
Add a photo of each item you return.	Photos Required is on

Refund problems

Refund outcome unknown. or "The refund failed:" See Refund outcome unknown and credit notes.
There is nothing to refund: close the return instead. Nothing was accepted in the inspection, or the order has nothing left refundable.
The refund is lower than the item price. The cause is the item's share of an order discount, a return shipping fee, or the limit of what is left refundable on the order.
This order has no customer wallet to refund to. Use another method.
Demo order — no payment is processed. Returns of demo orders are never paid.

Stock did not change

Items go back in stock only when all of these are true:

Restock Returned Items is set to yes;
the item was accepted in the inspection as Good — resellable or Opened / used — resellable;
stock tracking is on for your shop and for the product.

"Report a problem" returns and demo orders never restock.

Pickups, exchanges and messages

Pickup and courier messages: Get the items back.
An exchange that cannot be approved or completed: Exchanges.
A customer or your team did not hear about a return: Return messages and alerts.

A return of a point-of-sale sale

The panel shows This sale was made at the point of sale: return it at a till (Point of sale → Return).

Still stuck

The return's Timeline shows each step and who took it.

Something is missing

Missing

Why

Fix

The Returns & Exchanges settings tab

Returns & exchanges is not on for your shop

Turn it on under Shop › Features, or ask support when the card has no switch

The Returns menu

For the owner: Accept Returns is off and your shop has no return requests

Switch on Accept Returns

Create return on an order

The order is not delivered, or the feature is off

Deliver the order first

The Type choice when creating a return

Allow Exchanges is off, or no item has another variant in stock

Switch exchanges on

Original payment method in the refund list

The order was not paid with Tabby or Tamara, or your Refund Methods leave it out

Use the wallet or a manual refund

Customer wallet in the refund list

The wallet is off for your shop, or the order has no customer account

Switch the wallet on, or refund manually

Cancel return

The items were already collected

Receive and inspect, then close

Customers cannot ask for a return

What the customer is told

Reason

Returns are not available for this shop.

Accept Returns is off

Only delivered orders can be returned.

The order is not delivered yet

The return period for this order has ended.

The Return Period has passed. You can still create the return yourself

This item cannot be returned.

The product is not returnable

Already returned or requested.

Another return already holds the item

Add a photo of each item you return.

Photos Required is on

Refund problems

Refund outcome unknown. or "The refund failed:" See Refund outcome unknown and credit notes.

There is nothing to refund: close the return instead. Nothing was accepted in the inspection, or the order has nothing left refundable.

The refund is lower than the item price. The cause is the item's share of an order discount, a return shipping fee, or the limit of what is left refundable on the order.

This order has no customer wallet to refund to. Use another method.

Demo order — no payment is processed. Returns of demo orders are never paid.

Stock did not change

Items go back in stock only when all of these are true:

Restock Returned Items is set to yes;

the item was accepted in the inspection as Good — resellable or Opened / used — resellable;

stock tracking is on for your shop and for the product.

"Report a problem" returns and demo orders never restock.