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

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.

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.

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.

Updated on: 15/10/2026