All requests for order returns submitted by customers with the help of a special Return button in their customer account are recorded on the Returns page of your store Admin area (Orders -> Returns). The page displays a list of all orders for that a return has been claimed.

541-order-returns-listing.png

New orders claimed for return will have an Issued status. The rest will have either Completed or Declined statuses, depending on the set resolution.

To process a claim for return:

  1. On the Returns page of your store Admin area (Orders -> Returns), click on an order number.

    541-returns-page-order-number.png


    The Order Return tab of the order details page will open, where you’ll see a screen of the kind:

    541-order-return-page.png

  2. Set your resolution on a claim for return.

    Your options are as follows:

    • AUTHORISE
      To authorize a claim for return, click the Authorize button at the bottom of the page.

      541-authorize-return.png
      • If you authorize a claim for a full return, the order status will automatically change to REFUNDED payment status and RETURNED fulfillment status. The claim for return will get a COMPLETED status, respectively.

      • If you authorize a claim for a partial return, you will need to manually adjust the order status, as shown in the picture below.

        541-partial-return-options.png

      • DECLINE
        To decline a claim for return, click the Decline button at the bottom of the page.

        541-decline-return.png


        If you decline a claim for return, the order payment and fulfillment statuses will stay as is, and the claim for return status will change to DECLINED, respectively.

      • MODIFY
        To modify a return request, add the necessary changes, and then hit the Modify button that becomes visible.

        541-modify-return.png


      • DELETE
        To delete a claim for return, click the Delete button at the bottom of the page.

        541-delete-return.png



A customer will get an email notification on any change you apply to the order, including the changes to the claim for return and its resolution status.

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