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Returns

Let customers ask for returns from the shop, approve or reject them, add a return label, receive the parcel, put items back in stock and refund.

How-to guide3 min read

Customers can ask to return items themselves, and you decide what happens. Editors and Admins handle returns; only Admins can refund.

How customers ask

On their order page in the shop, customers select Return items. Without the link, they can open /returns in the shop and look up the order with its number and their email address. Signed-in customers don't need to type their email.

They choose what to send back and why: too small, too big, not as described, arrived damaged, wrong item sent, changed their mind, or something else. They get an email confirming the request, with a link to follow it. The return pages and the emails about the return are in the customer's language when it is English, Norwegian or German, and in English otherwise.

Customers can ask for a return up to the number of days in Shop settings under Returns, counted from when the order was last sent. With the window at 0, the shop doesn't take return requests and customers are asked to contact you.

Start a return for a customer

For a customer who phones or emails, open the order and select Start a return. Choose the items and reasons. The return is approved straight away and the customer gets an email.

Decide

You get a notification for each request. Open Returns under Sell.

  • Approve: the customer gets an email saying to send the items back, with your message, such as where to send them.
  • Reject: write why. The customer gets an email with your reason.

Return labels

When a carrier is connected, approving a return makes a prepaid return label with the carrier. The customer prints it from their return page and from the approval email. Without a carrier, or if the carrier can't make one, the return is approved without a label.

You can also select Return label to add the label you made with your carrier: the carrier, the tracking number, a link to the label and a link to the tracking page. The customer can print it from their return page and from the approval email.

When the parcel arrives

Select Parcel arrived and count:

  • how many of each item came back
  • how many can be sold again, and the location they go back to

Items you put back in stock show in the stock history as Return received.

Admins can refund in the same step. The amount starts at what the returned items cost the customer, and you can change it, for example to keep the delivery cost. The refund goes through Stripe like any refund, and the customer gets the refund email. Editors receive the parcel, and an Admin selects Refund later.

Statuses

To decide
Means
The customer asked. Approve or reject it.
Waiting for the parcel
Means
Approved. The items are on their way back.
Received, to refund
Means
The parcel arrived, and the refund is still to do.
Refunded
Means
Done.
Rejected
Means
You said no.

Returns also show on the order, under Returns.

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Refunds and cancellationsRefund all or part of an order through Stripe, put returned items back in stock, and cancel orders that haven't been sent.OrdersHow an order moves from checkout to paid, sent and done, what each payment, sending and MAM status means, and how to find an order and read its history.Stock historySee every change to stock, with the count before and after, who or what made it and why: orders, refunds, returns, counts, transfers, purchase orders and MAM syncs.Shop settingsYour shop's name, address, logo and colour, its currencies and languages, the websites that may use it, how checkout holds stock, the emails to customers, the seller on invoices and your order and invoice numbers.NotificationsWho hears about new and cancelled orders, failed payments, refunds, disputes, low stock, MAM problems and requests to link a MAM account, and how to choose which ones are also emailed to you.The storefront APIRead the shop, products and collections, build a cart, check out with Stripe or on invoice and show the order, from your own website. Endpoints, fields, CORS, caching and rate limits.