How to open Resolved return requests?

Overview

The Open request feature allows merchants to reopen a return request that has already been marked as Resolved, so they can complete any remaining actions.

When should you use this feature?

You can use Open request in the following cases:

• The return request was accidentally marked as Resolved before completing all required actions
• One or more of the following steps were missed:
• • Issuing a refund
  • Marking items as received
  • Restocking returned items
• You want to finish pending actions after a request has been resolved

How it works

• The Open request button is only visible when the return request status is Resolved

• When you click Open request:
• • The request status will change from Resolved → Approved
  • The system checks which actions were already completed

After reopening the request

• Actions that have not yet been completed will become available, including:
• • Refund
  • Mark as received
  • Mark as restocked

• Actions that were already completed before the request was resolved will not be shown again to prevent duplicate processing

Updated on: 05/01/2026