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.
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.
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.
Click 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.