Customers ask for a return from their own order page, within the number of days you choose. You approve or decline, receive the parcel, and refund, and the customer gets an email at each step.
Set your return rules
- Open Returns and find Return settings.
- Tick Let customers ask for returns from their order page.
- Choose the Days after delivery customers have to ask.
- Tick Offer exchanges as well as refunds if you exchange items.
- Add a Note shown on the return form, for example "Items must be unused, with tags."
- Press Save.
Your returns policy page uses your return window. You can rewrite it in Policies.
Handle a return
- New requests appear in Returns, with a count in the menu. Open one to see the items, the reason and what the customer says.
- Under Reply, write a Message to the customer, for example how to send the parcel back, then press Approve or Decline.
- When the parcel arrives, press Mark as received under Parcel back?. The items go back into stock.
Refund
- Under Refund, check the Amount (₹). We suggest the items' share of what was paid.
- Choose How:
- Back to the original payment (Razorpay): refunded now; the money reaches the customer in 5–7 working days.
- UPI, Bank transfer or Cash: pay them yourself and add the Reference, such as the UTR. Cash-on-delivery customers give a UPI ID on the return form.
- Store credit: a gift card emailed to the customer, to spend in your store.
- Add an optional note and press Refund.
Exchanges
For an exchange, send the new item and press Mark exchange complete, or choose Refund instead of exchanging. A return can also be closed without a refund.
Use the WhatsApp button on a return to talk to the customer directly.
Still need help? Contact us.