Help CenterHelp Center / Storefront experience · Concept
How a customer asks to return or exchange items on your store, and how they follow and cancel the request.
When you accept returns, a delivered order shows "Return or exchange items". With exchanges off, it reads "Return items". The form is built from your return policy.
| Customer reads | Meaning |
|---|---|
| "Return by" and a date, with the days left | The order is inside your return period |
| "Returns open once your order is delivered." | Not delivered yet |
| "The return window for this order has closed." | Past your return period |
| "Everything in this order has already been returned." | Nothing is left to return |
The customer ticks the items and sets each quantity. Items that cannot be returned are marked "Cannot be returned".
The customer chooses one of your reasons and can add a note under "Tell us more (optional)".
With exchanges on, "What would you like?" offers "A refund" or "An exchange". For an exchange the customer chooses another option of the same product. A price difference is shown: what they pay when the replacement arrives, or what you refund.
Photos can be added: JPG, PNG, WebP or HEIC, up to 5 MB each. With Photos Required on, at least one is needed.
The form shows your return method: "Collect it from my address", "I will drop it off" or "No need to send it back". Under "Refund to" the customer picks from the refund methods you offer: the wallet, "Original payment method" or "Bank transfer (we will contact you)".
The customer sees the items total, the "Return fee" or "Return fee waived", and the "Estimated refund", with the note "The final amount is confirmed once we receive the items."
After "Send request" the customer reads "Request received" with the request number.
The return fee applies only when you set one, and only to a pickup you arrange, by courier or your own delivery agent. It is fixed when the request is made; later setting changes do not touch open requests.
Signed-in customers find requests under Returns in the account. Guests open them from the order page.
Each request carries a status: Requested, Approved, Rejected, Cancelled, Pickup scheduled, On its way back, Received, Inspected, Refunded, Exchanged or Closed. See Return statuses.
"Progress" lists each step with its date, such as "Return requested", "Return approved" and "Received by the shop". "Pickup cancelled" and "Pickup rescheduled" appear when a pickup changes.
A finished refund shows the amount and the credit note number.
"Cancel request" is offered while the request can still be cancelled. After that the button is no longer shown.
You are told when a customer cancels. If a courier pickup was booked and could not be cancelled, you are asked to cancel it yourself. See Close or cancel a return, and add notes.