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When do I need to return orders?

You will need to process returns whenever customers decide to cancel their purchase when the order is already out for delivery or delivered. Here are a few examples:

  • Customers change their mind about their order.
    (e.g., The product does not match their expectations and they do not want it anymore.)
  • Customers return their order because the product is defective.
    (e.g., The product is of poor quality and they do not want it anymore.)


Requesting returns

Customers can request to return their orders using the following options:

1) Contacting you via the contact information on your website

  • Customers will contact you via the contact information you entered for Customer Support in My Store>General>Store profile.
  • Follow the steps in Accepting returns below to proceed with requests.

2) Submitting return requests from the My Account menu on your store

  • You can configure your settings to allow customers to directly place return requests.
  • For more details, please refer to our guide on Cancellations/Exchanges/Returns.


Accepting returns

Follow the steps below to process return requests placed by customers from the My Account menu on your store.

  • Search the relevant order in Orders > Fulfillment > Cancellations/Exchanges/Returns/Refunds > Returns.
  • Orders for which a customer has placed a return request are marked as Return requested [Customer]. Click the Proceed button for the order of your choice to move forward with the return process.
  • Click Accept return request and enter the reason and refund method.

Follow the steps below to process returns that were requested by customers via your contact information or orders that need to be returned due to business-related issues.

  • Search the order you wish to return in Orders > Fulfillment > All orders and click its order number to open the Order details pop-up window.
  • Click Return to proceed with the return.
  • In the new window, select the order you want to return and click Accept return request.
  • Enter the reason and refund method, and click OK.


Completing returns

You must fully refund the order to allow its order status to change from Return in progress to Returned.

When the order total remains the same

When a refund is required


Undoing returns

Sometimes, customers change their mind and want to undo their return request once it is already in progress or returned.
(e.g., When customers decide to keep the product or don't want to deal with the return process.)

In this case, you can easily undo the return from your admin page.

Preventing any financial loss when undoing returns

  • Don't forget to check that customers pay for the order again if the refund was processed by bank deposit.
  • If the payment was canceled by a payment provider, contact the payment provider to check if the canceled payment can be recaptured before undoing the return.
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