Return Requests
Return requests are the merchant review queue for buyer-initiated returns. Use this page when your team needs to decide whether a return should move forward, needs more information, or should be rejected.
What a request contains
A return request may include:
- Buyer name and contact information.
- Shopify order reference when the request is tied to Shopify.
- Selected items and quantities.
- Return reason selected by the buyer.
- Buyer notes.
- Photos or other required evidence.
- Current request status.
- Label and tracking status when a label has been created.
Review the full request before taking action. Item eligibility, timing, condition, and buyer notes can all affect the decision.
Request statuses
| Status | Meaning | Merchant action |
|---|---|---|
| New or pending review | The buyer submitted a request and it needs attention. | Review the items, reason, notes, and photos. |
| Needs information | Your team needs more detail before deciding. | Ask the buyer for the missing information. |
| Approved | The request can continue to the next return step. | Create or review the return label when required. |
| Rejected | The request does not meet your policy or cannot be accepted. | Add a clear note for support records. |
| In transit | A return label is active and the parcel is moving. | Monitor tracking and prepare receiving steps. |
| Received or completed | The returned item has reached the destination or the workflow is closed. | Finish any refund, exchange, or internal follow-up outside returnfast as needed. |
Exact status names may vary by dashboard view, but the operating meaning is the same: review what is new, act on what is blocked, and monitor what is already moving.
Review a request
- Open the request from the return queue.
- Confirm the buyer and order information.
- Check that the selected items match the original order.
- Compare the return reason with your store policy.
- Review notes and photos, especially for damaged, defective, or incorrect items.
- Decide whether to approve, reject, or request more information.
Use internal escalation rules for exceptions. For example, a request outside the standard return window may need manager approval before the buyer receives a label.
Approve a request
Approve a request when the item, timing, and reason match your return policy. After approval, the workflow can continue toward label creation and tracking.
Before approving, check whether the buyer address and return destination are usable for shipping. Address or destination problems can cause label creation to fail later.
Reject a request
Reject a request when it does not meet your policy or cannot be accepted. Keep rejection notes clear and specific so another team member can understand the decision later.
Good rejection notes explain the policy reason without adding unnecessary detail. For example, note that the request is outside the return window or that the item type is not eligible.
Ask for more information
Use a request-for-information step when the buyer provided incomplete or unclear details. Common reasons include missing photos, unclear item condition, or a mismatch between selected items and buyer notes.
Keep the message short and actionable. Tell the buyer exactly what is needed to continue reviewing the return.
Daily operating practice
- Review new requests at least once per business day.
- Prioritize requests near the end of the return window.
- Check failed label attempts before contacting buyers.
- Use consistent notes for approvals, rejections, and exceptions.
- Keep support and warehouse teams aligned on active high-priority returns.