How do I request a return for an order item, and track it?

Steps

1. 1Click Orders in the sidebar and open the order.
2. 2On the item's row, click Request Return. The button is shown only while the order is inside its 30-day return window.
3. 3The Create Return Request dialog opens, showing the product and the order number.
4. 4Under Return Reason, pick Not Received, Damaged or Empty or Missing or Wrong Item.
5. 5Under Description, describe the issue. It must be at least 10 characters (2000 at most).
6. 6Under Images, click Upload Images and add photos. Photos are required for Damaged or Empty and Missing or Wrong Item. You can add up to 10 images, each up to 5MB.
7. 7Click Create Return. The toast "Return request created successfully" confirms it, and the item's button changes to Return Requested.
8. 8To follow your requests, click Returns in the sidebar and make sure the right store is selected in the top bar.
9. 9Use the search box ("Search returns by order or case ID...") or the Status filter (In Progress, Approved, Rejected, Completed, Cancelled) to find a request.

Good to know

• Returns is a Starter feature (Growth includes it too). On the Free plan the Returns sidebar item shows a lock. It still opens the Returns page, and the page shows the Unlock Returns card with an upgrade button.
• The return window is 30 days from the order date. After that, Request Return is no longer shown and a request is refused.
• Request Return is disabled, with a tooltip, when the item is not linked to a supplier or has no supplier order ("Not linked to supplier"), when the item is cancelled or refunded, or when a return request already exists for it ("A return request already exists").
• A new request starts as In Progress. You cannot change or cancel it from the dashboard; the DS-Mate team updates its status as the case moves forward.
• A return request here is a case about the supplier order. It does not refund your customer on your sales channel, and there is no return-policy setting in Settings.
• Reports has a Returns tab that breaks your return cases down by reason, status and channel.