Returns and refunds

Before you start

You need a Manager role or above to refund. Card refunds go back through Stripe, so they need card payments set up.

Set your return window, and whether returns need approving, in Settings › Orders. Return window (days) is how many days a shopper has to ask. Return requests can Need staff approval, or Approve automatically, which refunds straight away with no review.

How a return starts

• The shopper asks: they sign in and choose Request a return on their order, within the return window.
• You start it for them: go to Orders, then Returns. Enter the order number or the customer's email, choose Find order, pick the items, quantities and reasons, and choose Create return request. You can make an exception for an order outside the window, with a reason.

Decide a return

1. 1

   Open the request

   Go to Orders, then Returns. Requested lists returns waiting for you.

   Admin›thenOrders›thenReturns
2. 2

   Choose what to approve

   Tick the items you're accepting. Tick Refund postage if you're covering it. Add a note for your records if you like.

3. 3

   Approve or reject

   Choose Approve selected or Reject all. The shopper gets an email either way.

4. 4

   Record the parcel when it arrives

   Under To receive, open the return and choose Record this parcel. Enter how many arrived and their condition: Sellable, Damaged or Missing. Tick Restock to put sellable items back in stock.

Refund without a return

On an order, choose Refund. Leave the amount blank to refund it all, or enter part of it. You can refund the same order more than once. Pick a reason, choose where it goes, and confirm. A refund doesn't cancel the order or put anything back in stock.

Refunds to the Original payment method go back to the card through Stripe.