Handle a return, exchange, or refund

Primary path (return)

1. Open the order from Orders (/dashboard/orders) via the list or quick view.
2. Open the Returns tab.
3. Click Create Return.
4. Complete the return fields shown, then save.
5. Confirm a record was added in the tab. Order status may become Returned depending on the workflow.

Primary path (exchange)

1. On the same order open the Exchanges tab.
2. Click Create Exchange.
3. Complete the exchange fields, then save.

Primary path (refund)

1. On the same order open the Refunds tab.
2. Click Create Refund.
3. Complete the refund fields, then save. Status may show Refunded when the refund completes.

Expected result

A record appears under Returns, Exchanges, or Refunds.

Stock after receiving a return

Adding a return record does not increase stock. Stock changes when you click Receive return in the Returns tab, according to the Disposition you choose:

• Sellable: the quantity is added back to stock and can be sold again.
• Quarantine: the quantity is recorded but not added to available stock.
• Damaged: the quantity is recorded but not added to available stock.

After receiving, a record appears under Returns, and you can review the quantity in Stock Management.

When to use which tab

• Returns: customer sent the product back.
• Exchanges: swap for another product or option.
• Refunds: return money — not the same as Cancel Order before fulfillment.
• Cancel: before fulfillment — use the Cancel tab, not Returns.