Create a Return
Create a return from an order: select items, return reasons, restock options, and submit the return.
Returns are created from a specific order.
Creating a Return
- Open the Order Details page for the order you want to return items from.
- Click Create Return and choose the return type.
- Select the items to return. Only items that are still returnable are offered (the system checks how many units of each item were already returned). For each selected item you can set:
- The quantity being returned (capped at the returnable quantity)
- Whether to restock the item back into inventory
- A restocking fee (when restocking)
- A non-restock reason (required when not restocking)
- Optional condition notes
Then choose one return reason for the return and add optional notes.
Return Reasons
When creating a return, you must select a reason for each item. The available predefined reasons are:
| Reason | Description |
|---|---|
| Changed Mind | Customer decided not to keep the product |
| Wrong Item | A different product was delivered |
| Defective | Product has a manufacturing defect |
| Damaged | Product was damaged during delivery or handling |
| Not as Described | Product does not match its description |
| Size/Fit Issue | Wrong size or does not fit |
| Quality Issue | Product quality is below expectations |
| Duplicate Order | Customer accidentally ordered twice |
| Missing Parts | Product is incomplete or missing accessories |
| Expired | Product has passed its expiry date |
| Other | Any other reason (add a note) |
Non-Restock Reasons
When processing a return, you can mark items as non-restockable if they cannot be returned to inventory. The available non-restock reasons are:
| Reason | Description |
|---|---|
| Damaged | Item is too damaged to resell |
| Defective | Item has defects that prevent resale |
| Expired | Item has passed its expiry date |
| Contaminated | Item has been contaminated and cannot be resold |
| Compensation | Item given as compensation to customer |
| Customer Kept | Customer kept the item despite return request |
| Quality Issue | Quality issues prevent resale |
| Packaging Damaged | Packaging is damaged and item cannot be resold |
| Other | Any other reason (add a note) |
Note
Items that don't track inventory can never be restocked; the restock option is disabled for them automatically.
- For Return & Refund, set the refund amount (items total or a custom amount) and the refund method.
- Review the return summary and click Submit.
Note
Choosing Refund Only takes you to the refund creation flow instead, and no return record is created.