Managing returns

Use Monetization → Transactions → Returns to review existing return requests, check the items involved, and record progress from review to receipt and refund.

Changing a return's status records your decision or completed work. It does not send money, create a shipping label, restock products, or notify the customer. Complete those tasks separately and keep the return status accurate.

Find a return request

1. Open Monetization → Transactions and select Returns.
2. Use Status to show Requested, Approved, Rejected, Received, or Refunded requests. Choose All statuses to see all stages.
3. Match the Order ID, reason, and creation date to the customer's request.
4. Use Previous and Next below the table to move through the available results, then choose View beside the request.

The list starts with recent requests. Sortable column headings reorder the loaded page. There is no search box, so use the status filter and page controls to narrow your review.

The Items count is the number of item rows, not the total quantity being returned. A request with one product row and a quantity of three shows one item in the list. Check quantities in the detail view.

If Returns is missing, ask your administrator to check your permissions, the installed payment setup, and the Returns workflow in Pay hub → Overview → Commerce workflows.

Check the order and items

In the detail view, compare Order ID with the original purchase. Review Reason, Created, and any Status updated or Last updated dates. The Items table shows Product ID, Variant ID, and Qty. Additional information may appear under Metadata.

Compare each product, variant, and quantity with the customer's receipt or order record before approving the request. A saved return request is not proof that every listed item or quantity matches the original purchase. See Reviewing payments and orders.

The current detail view lets you update status, but does not let you edit the items, quantities, reason, or metadata. If those details are wrong, arrange a correction with your administrator before moving the request forward.

Choose the right status

Use the status that matches what has actually happened:

• Requested: awaiting review. Approve or reject the request after checking the order and items.
• Approved: you have agreed to accept the return. The next supported status is Received.
• Received: you have received and checked the items. Complete and verify the refund before choosing Refunded.
• Rejected: you have declined the request. No further status change is available in this workflow.
• Refunded: you have completed and verified the related refund. No further status change is available in this workflow.

The status menu shows every option, but only the changes above are accepted. You cannot skip from Requested to Refunded, move backward, or reopen a rejected request from this view. Confirm your decision before updating; there is no separate confirmation dialog.

If the agreed resolution does not fit this sequence, ask your administrator how to record it. Do not mark items Received merely to reach Refunded when no return was required.

Save and verify a status change

1. Open the request and check its current status badge and item details.
2. Under Update status, choose the supported next status.
3. Choose Update. Selecting an option alone does not save it.
4. Wait for Updating… to finish, then check that the status badge and update date reflect the change.
5. Choose Back to returns, reopen the request with View, and confirm the saved status before continuing.

The Update button is disabled when you have not selected a different status. If a selected status does not save, return to the list and reopen the request to check its current state. A failed update may leave the detail screen unchanged without showing an error there.

If another team member is handling the same request, check the latest saved status and coordinate before making another change. Leaving a detail view open does not guarantee that it shows their latest update.

Complete the return and refund separately

After approval, give the customer the return instructions agreed for their order, including where to send the items and any reference to include. Update the request to Received only after checking the returned products, variants, quantities, and condition.

Decide whether the items can return to sellable stock, then make and verify the appropriate inventory adjustment. Changing the return status does not change stock. See Tracking inventory.

If a refund is due, process it against the original payment and verify its final outcome before marking the return Refunded. Update status → Refunded does not issue or verify a payment refund. Follow Processing refunds, including its guidance on pending or uncertain outcomes.

Tell the customer what has been completed and what remains outstanding. Send that message through your usual support channel; saving a return status does not send it for you.

Understand the list and its counts

Total, Requested, Approved, and Refunded summarize the currently loaded page. They are not totals for the whole returns history. Changing the filter or page can change these counts, and Received and Rejected requests are included in Total without their own summary cards.

Showing … returns describes the rows on that page. Next can lead to an empty page when the previous page was full. If the page controls disappear, change the Status filter or reload the page to start again.

For a complete report or a return you cannot find, ask your administrator to retrieve the full records. An empty or limited list does not establish that no return exists.

Handle missing requests or update problems

• No return has been recorded: this screen has no create button. Follow your site's return-intake process or ask your administrator to record the request with its order reference, items, quantities, and reason.
• No returns match this filter: select All statuses, or use Clear filters where shown. If you reached an empty later page, change the filter or reload to reset the list.
• Failed to load returns: use Retry where shown or reload. Previously displayed rows may remain after a failed refresh; wait for a successful load before acting.
• Failed to load return details: return to the list, reload, and open the same request again.
• A status change does not stick: reopen the request, check the allowed sequence above, and confirm that nobody else changed it. If it still fails, ask your administrator to check the request and your access.

For help, provide the Order ID, return reference if available, current status, intended change, and visible error. See Getting help and reporting a problem.