Sometimes a customer asks for a return through a channel other than the storefront’s self-service option — by phone, email, or any other means of contact. Since the request wasn’t submitted through the store, it won’t appear on the Returns page of your Admin area on its own. You can document it yourself instead.
To create a return on a customer’s behalf:
Go to Orders, locate the order, and open its details page.
Open the Create return tab.
Select the item(s) being returned using the checkboxes.
Choose a Reason for each item.
If the Allow customer to specify desired action setting is enabled, also choose what the customer would like you to do (for example, a replacement, a repair, or credit for a future purchase).
Add a comment if needed.
Click Submit return.
Once submitted, the order registers a return claim, and the Create return tab turns into a regular Order Return page, where you can authorize or decline the request — see Processing customer requests for return.