Returns let a customer ask for their money back on an order, and give you a tidy place to approve or decline each request. You'll find them under Returns in your admin sidebar.
A note on plans: Returns is a plan feature. If you don't see Returns in your sidebar, it isn't included on your current plan — see Your plan & billing.
How a customer requests a return
A signed-in customer opens their order in their account and chooses to request a return. They pick which items they're sending back, and can add a reason and a note on the item's condition. Only paid or shipped (fulfilled) orders are eligible, and a customer can only have one active request per order at a time.
Reviewing requests
Open Returns and you'll see tabs for Pending, Approved, Rejected and All, each with a count. Pending requests are the ones needing your attention. Click any request to open it.
The detail screen shows you everything you need to decide:
- The customer and the original order
- Refundable remaining — how much of the order can still be refunded
- The exact items requested, with an estimated refund for those items
- The customer's reason and condition notes
Approving a return
In the Moderate panel, set the Refund amount — Shopkit pre-fills a suggested figure based on the items requested, and you can adjust it up to the refundable remaining. Add any admin notes if you like, then press Approve & refund. Shopkit processes the refund back to the customer's card, emails them, and — when the order is fully refunded — restores the returned items to your stock.
Rejecting a return
If you can't accept the return, press Reject, confirm, and the customer is emailed. Anything you typed in Admin notes is shown to the customer on a rejection, so keep it clear and courteous.
Approving a return runs the same refund as a manual order refund, so the two stay in sync on the order's history.
Stuck? Open a ticket — we're happy to help.