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 resolution being set.
To process a claim for return:
1. Open the “Returns” page of your store Admin area (Orders -> Returns) and click on an order number.
You’ll be forwarded to the Order return tab of the order details page, where you’ll see a screen of the kind:
2. 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 to it, 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.