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.

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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.

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You’ll be forwarded to the Order return tab of the order details page, where you’ll see a screen of the kind:

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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.

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  • 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.

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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 to it, and then hit the Modify button that becomes visible.

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DELETE

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

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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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