Self-serve returns and cancellations
You can let customers submit return and cancellation requests directly from their order status page without contacting you. Self-serve returns and cancellations reduce the time you spend processing requests and give customers a convenient way to manage their orders on their own. Customers can request to return items that have been delivered, or cancel items that haven't shipped yet, from the same order status page.
When a customer submits a request, you receive a notification and can review the request in your Shopify admin. You can approve or decline the request based on your policies. When you approve a return, you can add exchange items, provide shipping instructions, and send return labels to the customer. To resolve a cancellation request, you remove the requested items through the standard refund flow, or you decline the request.
Self-serve returns and cancellations work with your return and cancellation rules to control which items are eligible, how long customers have to make a request, and whether return shipping is free or paid by the customer. You can customize the request form to collect information such as return reasons and product condition.