How to handle returns and refunds

When an item arrives damaged, missing or wrong, your customer can tell you straight from their order. You review it and refund in a few taps.

Steps

1. In the Merchant Portal, open Orders, then Returns & Refunds.
2. Each request shows the item, the reason and the customer's note.
3. Check the request.
4. To refund, press Approve, then confirm with Approve & Refund. The customer is refunded for the item plus the tax they paid on it. The money goes back to their card.
5. To say no, press Decline and write a note. Your customer will see that note.
6. Use the filter at the top to find approved requests later.

Set your return rules

1. Open Settings, then Order Management.
2. On the Delivery tab, find Return Policy.
3. Turn on Accept returns online. This is off until you switch it on, and customers cannot request a return before then.
4. Set your return window in days, and a restocking fee if you charge one.
5. Press Save.

How customers report a problem

On a delivered order, your customer taps Report a problem. They pick the item, say what happened, and can add a note or photos. They can see that you are reviewing it, and they see when it is approved and refunded.

Good to know

• Your customer sees a clear status on their order at each step.
• Problems with a courier delivery, such as an order that never arrived, are logged on the order as well. See how to report a delivery problem.
• If a customer disputes the charge with their bank instead, see how to answer a card dispute.