> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.omegatheme.com/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # How to edit a return/exchange request after submission? ## The problem When a customer submitted a request with a mistake (wrong quantity, wrong size, a forgotten item, refund instead of exchange), nobody could fix it. The only option was to cancel and start over, which meant: - 2 quota credits used for 1 request. - If the order was close to the end of its return window, the customer could no longer create a new request. - Cancellation and request counts in reports were inflated. - Some customers gave up halfway, especially on exchanges. ## What's new Submitted requests can now be **edited directly**. The RMA number, processing history and quota stay the same — no more cancel and recreate. ## Plan availability | Plan | Merchant edit | Customer edit | | ---- | ---- | ---- | | Starter | Not available | Not available | | Professional | ✅ | ✅ (when turned on in settings) | | Premium | ✅ | ✅ (when turned on in settings) | | Enterprise | ✅ | ✅ (when turned on in settings) | If a store downgrades to Starter, customer editing is switched off automatically. --- ## 1. Merchants edit requests in Return management **Where:** request detail page → **Edit items**. **When the Edit option is shown** - The request is **Pending** or **Approved**. - Nothing has been processed yet: - no item received or restocked; - not refunded; - no exchange order created yet. - The staff member has the **Edit request** permission (see section 5). Once any of the above has happened, the request becomes read-only, and the page shows which step is blocking the edit. ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/img1_tmmrjz.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/img2_1v58thf.png) **What can be changed** - Add or remove items, change quantities and reasons. - Change the items the customer receives in an exchange. - Change the return method, warehouse and refund method. - Switch the request type: - adding exchange items to a return request turns it into an exchange request; - removing all exchange items turns an exchange request into a return request. **What happens on save** - A summary of the changes is shown for confirmation before saving. - Refund amount, fees and dashboard figures are recalculated. - For stores synced with Shopify, the Shopify return is updated to match. A message tells the merchant whether the existing Shopify return is kept or replaced. - The merchant chooses whether to email the customer. --- ## 2. Customers edit their own requests in the Return portal **Where:** Return portal → request detail page → **Edit request**. **When the Edit request button is shown — all must be true** - The store's plan includes the feature (see the table above). - The merchant has turned on **Allow customers to edit their request** in Return settings. - The request is a return or exchange request and is still **Pending approval**. - Nothing has been processed yet: no item received or restocked, not refunded, not reopened. - The store uses the new Return portal experience. ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/img3_fsytqt.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/img4_1hmgi1c.png) **Not shown for:** - requests opened from an email link (same as the Cancel button); - repurchase requests; - stores set up to collect items without the customer choosing a refund or exchange. **How it works** - The portal opens straight on the Review step with all previous choices pre-filled. - Customers can change everything they chose when creating the request: items, quantities, reasons, photos, refund or exchange, exchange items and return method. - If they change an item's quantity or reason, they are asked to choose the refund / exchange option again for that item. - The **Submit** button is only enabled once something has actually changed. - Saved bank details are kept and only the last 4 digits are shown. The customer can enter new details if needed. - The customer always receives the "Request edited" email after saving (if the template is enabled). - If the merchant approves or processes the request while the customer is editing, the save is blocked and the customer is taken back to the request page. --- ## 3. Merchants decide whether customers can edit - New option in **Return settings**, in the customer options group: **Allow customers to edit their request** — "Let customers update a pending request from the return portal instead of cancelling and starting over". Marked with a **New** badge. - **Off** by default. - Keep it off if every change should go through support. Turn it on to let customers fix their own mistakes and reduce support workload. - On the Starter plan the option is locked, shown as off, and marked as a Professional plan feature. --- ## 4. "Request edited" email - New email template, **enabled by default**, used for both return and exchange requests. - Lists what changed and shows the current state of the request. - Customizable and can be turned off like any other email. - Sending: - **edited by the customer:** always sent (if the template is enabled); - **edited by the merchant:** sent only if the merchant ticks "Notify customer" when saving. --- ## 5. Staff permission - New **Edit request** permission in member settings (Management group). - Controls both the Edit button and saving changes, for return and exchange requests, before and after approval. - Existing members don't get it automatically, except members with All permissions. --- ## 6. Clear history Every edit is recorded on the request timeline: who edited it (merchant, staff or customer), when, and what changed. --- ## Benefits - **Merchants:** no extra quota usage, no lost requests near the end of the return window, cleaner reports, less support time spent fixing requests. - **Customers:** fix mistakes themselves in a few steps, without contacting support or starting over.