Managing self-serve returns

This page was printed on May 28, 2023. For the current version, visit https://help.shopify.com/en/manual/orders/self-serve-returns/managing-returns.

When a customer submits a return request, you receive an email to review the request. You can approve or decline the request in your Shopify admin. If you approve a return request, then you can email shipping instructions and any return labels to your customer.

On this page

Approve a return request

You can review a return request and approve it. You need to select how to return the products.

If your store and your customer's shipping address are based in the United States, then you can create return labels directly in your Shopify admin, and then email them to your customers.

After you create a return, a confirmation email is sent to your customer. If you create or upload a return label, then it's also included in the email.

Steps:

  1. From your Shopify admin, go to Orders.

  2. Click the order that you want to approve the return request for.

  3. In the Return requested section, review the request, and then click Approve.

  4. In the Return shipping options section, select one of the following options:

    • Select Return items to Shopify Fulfillment Network to return products to the Shopify Fulfillment Network.
    • Select Create a return label in Shopify to create a return shipping label for your customer. This option is available only if your primary location and customer shipping address are both in the United States.
    • Select Upload a return label to upload an existing return shipping label for your customer. On the Add return label page, upload the PDF or JPEG file for your shipping label. You can enter the Tracking number and Shipping carrier if you have this information.
    • Select No return shipping to create a return without any return shipping information.

  5. Click Create return.

  1. From the Shopify app, tap Orders.
  2. Tap the order that you want to approve the return request for.
  3. In the Return requested section, review the request, and then tap Approve.
  4. In the Return shipping options section, select one of the following options:
    • Select Return items to Shopify Fulfillment Network to return products to the Shopify Fulfillment Network.
    • Select Create a return label in Shopify to create a return shipping label for your customer. This option is available only if your primary location and customer shipping address are both in the United States.
    • Select Upload a return label to upload an existing return shipping label for your customer. On the Add return label page, upload the PDF or JPEG file for your shipping label. You can enter the Tracking number and Shipping carrier if you have this information.
    • Select No return shipping to create a return without any return shipping information.
  5. Tap Create return.
  1. From the Shopify app, tap Orders.
  2. Tap the order that you want to approve the return request for.
  3. In the Return requested section, review the request, and then tap Approve.
  4. In the Return shipping options section, select one of the following options:
    • Select Return items to Shopify Fulfillment Network to return products to the Shopify Fulfillment Network.
    • Select Create a return label in Shopify to create a return shipping label for your customer. This option is available only if your primary location and customer shipping address are both in the United States.
    • Select Upload a return label to upload an existing return shipping label for your customer. On the Add return label page, upload the PDF or JPEG file for your shipping label. You can enter the Tracking number and Shipping carrier if you have this information.
    • Select No return shipping to create a return without any return shipping information.
  5. Tap Create return.

After you receive and inspect the returned items, you can issue a refund, and restock applicable items.

Decline a return request

You can review a return request and decline it. You need to select a decline reason and create a decline message for your customer. A decline reason isn't displayed to your customer and is for internal use only.

After you decline the return request, your customer receives an email with the decline message.

Steps:

  1. From your Shopify admin, go to Orders.

  2. Click the order that you want to decline the return request for.

  3. In the Return requested section, review the request, and then click Decline.

  4. In the Decline reason field, select one of the decline reasons. A decline reason isn't displayed to your customer.

  5. In the Message to customer field, create a message for your customer and explain why you're declining the return request.

  6. Click Decline return request.

  1. From the Shopify app, tap Orders.
  2. Tap the order that you want to decline the return request for.
  3. In the Return requested section, review the request, and then tap Decline.
  4. In Decline information section, do the following:
    1. In the Decline reason section, tap Select.
    2. Select a decline reason. A decline reason is for internal use only.
    3. In the Message to customer section, create a message for your customer and explain why you're declining the return request.
    4. Tap Save.
  5. Tap Decline return request.
  1. From the Shopify app, tap Orders.
  2. Tap the order that you want to decline the return request for.
  3. In the Return requested section, review the request, and then tap Decline.
  4. In Decline information section, do the following:
    1. In the Decline reason section, tap Select.
    2. Select a decline reason. A decline reason is for internal use only.
    3. In the Message to customer section, create a message for your customer and explain why you're declining the return request.
    4. Tap Save.
  5. Tap Decline return request.

Ready to start selling with Shopify?

Try it free