Manually create Return/Exchange request in dashboard
This feature allows merchants to manually create and manage return and exchange requests directly from their dashboard, streamlining the process for both merchants and customers.
Log in to your merchant dashboard.
Navigate to the Management tab
Look for and click on “Create Return/Exchange Request.”
In the search bar at the top of the page, enter either:
Order number, or
Customer’s email address
Phone number
As you type, you may see suggestions appear. You can select one of these or complete your entry.
You’ll see a list of products from the order. Each row shows:
Product name
Price
Quantity
Reason (if applicable)
For each item to be returned:
Enter the quantity in the “Quantity” field.
The row will be highlighted when a quantity greater than 0 is entered.
Under “Refund Method,” select one of the following:
Note: Some options may be unavailable depending on your plan. ]
Refund to Original Payment Method
Store Credit
Gift Card
Exchange
Under “Resolution,” choose how the return will be processed:
Note: As with refund methods, some options may require a plan upgrade.
Ship with any carrier
Print a label
Refund without return
Exchange
If needed, add any additional information or instructions in the “Note” field.
Review all entered information for accuracy.
Click “Create Return” at the bottom of the summary section.
The request will be created and set to “pending approval” status.
Follow the same process as for returns to search for the order and select items.
Click “Add Product ” for each item to be exchanged.
You’ll see three options:
Exchange for the same product
Exchange for another variant
Exchange for a different product
Select the appropriate option and follow the prompts to choose the exchange item.
Review all information for accuracy.
Click “Create Exchange” at the bottom of the summary section
Accessing the Feature
Log in to your merchant dashboard.
Navigate to the Management tab
Look for and click on “Create Return/Exchange Request.”
Creating a Return Request
Step 1: Search for the Order
In the search bar at the top of the page, enter either:
Order number, or
Customer’s email address
Phone number
As you type, you may see suggestions appear. You can select one of these or complete your entry.
Step 2: Select Items for Return
You’ll see a list of products from the order. Each row shows:
Product name
Price
Quantity
Reason (if applicable)
For each item to be returned:
Enter the quantity in the “Quantity” field.
The row will be highlighted when a quantity greater than 0 is entered.
Step 3: Choose Return Method and Resolution
Under “Refund Method,” select one of the following:
Note: Some options may be unavailable depending on your plan. ]
Refund to Original Payment Method
Store Credit
Gift Card
Exchange
Under “Resolution,” choose how the return will be processed:
Note: As with refund methods, some options may require a plan upgrade.
Ship with any carrier
Print a label
Refund without return
Exchange
Step 4: Add Notes (Optional)
If needed, add any additional information or instructions in the “Note” field.
Step 5: Submit the Return Request
Review all entered information for accuracy.
Click “Create Return” at the bottom of the summary section.
The request will be created and set to “pending approval” status.
Creating an Exchange Request
Steps 1-2: Search and Select Items
Follow the same process as for returns to search for the order and select items.
Step 3: Add Exchange Items
Click “Add Product ” for each item to be exchanged.
You’ll see three options:
Exchange for the same product
Exchange for another variant
Exchange for a different product
Select the appropriate option and follow the prompts to choose the exchange item.
Step 4: Complete the Exchange Request
Review all information for accuracy.
Click “Create Exchange” at the bottom of the summary section
Updated on: 01/06/2025
Thank you!