Returns

Customers ask for a return from their order page, using the private link in their order email or Your orders when signed in. They choose the shipped items and how many of each, a reason, and an optional note. A return can be asked for until the period set in Store settings under Online returns has passed since the order's last shipment. Choose No online returns to turn the request page off; customers can still contact you by email.

When a customer asks, the team's admins and owner are emailed. Returns lists every return; the Requested tab shows those waiting for you.

Approving or declining

Open the return and choose Approve or Decline beside its number, with a message to the customer. An approval message should say where and how to send the items; your returns policy is added to the email. A declined return needs a reason. The customer is emailed either way.

Recording what arrived

When the parcel arrives, choose Record arrival. For each item, enter how many arrived and how many go back into stock. Leave damaged items out of stock. Stock changes only for products whose stock is tracked, and never by more than the order sold. When the Store has more than one stock location, choose where the items go back into stock under Back in stock at.

Closing the return

Choose Close return and one of:

• Refund the customer: the amount starts at the price of the returned items and can be changed, up to what is still refundable on the order. It is refunded like any other refund on the order.
• Send replacements at no charge: a new order is created for the same items at no charge, to the order's address. Its items leave stock, and you ship it like any order.
• Close without a refund.

Refund the customer is offered when you have permission to refund orders and the order has money left to refund. A return can be closed without recording an arrival, for example when you refund without asking for the item back. Each step is kept in the order's history.

If a customer cannot open the return page for an order that shipped within the return period, check Online returns in Store settings. If it is set, Contact support.