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.
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:
On the Returns page of your store Admin area (Orders -> Returns), click on an order number.
The Order Return tab of the order details page will open, where you’ll see a screen of the kind:
Set your resolution on a claim for return.
Your options are as follows:
To authorize a claim for return, click the Authorize button at the bottom of the page.
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.
To decline a claim for return, click the Decline button at the bottom of the page.
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.
To modify a return request, add the necessary changes, and then hit the Modify button that becomes visible.
To delete a claim for return, click the Delete button at the bottom of the page.
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.