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.
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Accessing the Feature
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:
Refund to Original Payment Method
Store Credit
Gift Card
Exchange
Note: Some options may be unavailable depending on your plan. ]
Under "Resolution," choose how the return will be processed:
Ship with any carrier
Print a label
Refund without return
Exchange
Note: As with refund methods, some options may require a plan upgrade.
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.
