All return requests submitted by customers through the Return button in their account are recorded on the Returns page of your store Admin area (Orders > Returns). The page lists every order with a return claim, showing the order number, date, items, reason, requested action, and status.
New claims have an Issued status. Once you process a claim, its status changes to either Completed or Declined, depending on your decision.
To process a claim for return:
On the Returns page (Orders > Returns), click an order number.
The Order Return tab of the order details page opens, showing the claim details — items, reason, and the customer’s requested action (if applicable) — along with the current status and a link back to the full returns list.
You have the following options:
Authorize — approves the return. For a full return, the order automatically switches to the Refunded payment status and the Returned fulfillment status, and the claim is marked Completed. For a partial return, you’ll need to adjust the order status manually.
Decline — rejects the return. The order’s payment and fulfillment statuses stay unchanged, and the claim is marked Declined.
Modify — lets you edit the claim’s details before saving your changes.
Delete — removes the claim entirely.
The customer receives an email notification whenever you make a change to the claim, including its resolution.
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