Handle returns

A return goes through stages: the request, approval, the items reaching the store, inspection, then the refund. You find returns under Sales › Returns, with the Requests, In transit, Received, To refund and Closed tabs.

Set your return policy#

Under Online store › Return policies, click Add policy, set the Return window in days from 0 to 365 or choose Non-returnable (final sale), then set Return shipping paid by to the store or the customer. Turn on Make this the default so it applies to every product without its own policy; a shop product picks its policy under Return policy in its editor.

Customer requests#

• A customer requests a return from their store account once the order is complete and within the return window; a guest without an account can't.
• The customer picks the items and the reason, and can attach up to 5 photos.
• The return method is Courier pickup for shipped orders only, or Drop-off if you have a location that takes pickup orders.

Process the return#

1. 01

   Step 1: Approve or reject

   Open the return from the Requests tab and click Approve, or Reject with a reason the customer sees.

2. 02

   Step 2: Get the items back

   For a courier pickup, click Book pickup, choose Manual and enter the Estimated pickup, then click Courier collected the items and then Received at the store. For a drop-off, click Received at the store directly.

3. 03

   Step 3: Inspect

   Click Start inspection, then Record inspection: for each item, the Accepted quantity and Condition (Sellable, Opened or Damaged), and turn on Put back in stock with its location. You can deduct a Return shipping fee, and the Refund preview shows the amount.

4. 04

   Step 4: Refund

   Click Issue refund and confirm the amount and refund method, or turn on Refund now while recording the inspection. The return becomes Refunded.

Start a return for a customer#

Click Start a return in the return list or on the order page, enter the Order number and click Find. Pick the items, quantity and Reason, then How the items come back. You can turn on Accept items outside the return policy (past the window or not returnable) and Approve right away, then click Create return. Only a completed order can be returned.