Handle a return request

When a customer has received their goods but wants to send them back, you record the request on the order. When the goods arrive at your shop, you mark the order as returned and choose whether to restock the items.

Customers can't submit a return request on your store. They contact you, and you record it in the dashboard.

Record a return request

This button only appears once the order has been delivered.

Open the order.
On the Products card, click Record return request.

The Products card changes to Return requested. While the request is open, you can’t complete the order. You can also find this button under More actions at the top of the page.

Mark the goods as received

When the goods are back, click Mark as returned on the Products card.
Leave Restock items selected if the goods can still be sold. Clear it if they are damaged.
Click Mark as returned.

The Products card changes to Returned. You can’t undo this step. If the customer returns only part of the order, clear Restock items and add the quantities back for each product yourself. See Manage inventory.

Cancel a return request

Use this when the customer changes their mind and keeps the goods.

On the Products card, click the three-dot icon More actions next to the Mark as returned button.
Select Cancel return request.

The order goes back to Fulfilled. Stock does not change, and you can record a new request later.

Frequently asked questions

What if the customer returns only part of the order?

A return applies to the whole order, and Restock items puts all of the order's goods back into stock. If the customer returns only some products, clear Restock items and add the quantities back for each product yourself on the inventory page.

Can I record a return on a completed order?

Yes, as long as the order has been delivered and is not cancelled or on hold. But for an order that is Completed, you can't mark it as refunded yet. Write the amount you refunded in a comment in the Timeline.