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Orders & customersHandle a return or refund

Shoppers ask for a return from their account on your shop. Each request waits for you under Returns & Refunds.

  • 3 steps
  • 0:28 video
  • Store admin → Store → Orders → Returns & Refunds
  • Everyday

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The video has no sound: the captions on screen explain each step, and every step is written out below with a picture.

  1. 1

    Open Returns & Refunds

    In Orders, choose the Returns & Refunds tab. Each request shows the order, the reason and its status.

    Step 1: Open Returns & Refunds
  2. 2

    Approve or reject

    Approve & Refund accepts the return. For an order paid online, the whole payment is refunded through the payment gateway. For cash on delivery it marks the return approved — refund the shopper yourself.

    Reject turns the request down.

    Careful: Approve & Refund refunds the full payment of the order. For a partial refund, refund it from your payment gateway’s own dashboard instead.

    Step 2: Approve or reject
  3. 3

    Mark it picked up

    When the courier has collected the parcel, press Mark Picked Up.

    If a cash-on-delivery return still says Requested after you approved it, reload the page — the button appears then.

    Step 3: Mark it picked up
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