Return Requests

Return request settings allow you to configure manual review processes and collect additional information from customers before approving returns. This feature helps prevent fraudulent returns and ensures you have all necessary information to process returns efficiently.

Return Requests Overview

Return requests enable you to:

• Review returns manually before approval
• Collect additional information from customers through questions
• Prevent fraudulent returns with verification questions
• Improve return quality with evidence requirements
• Customize approval workflows based on return criteria

Return Request Configuration

Setting	Description
Enable return requests	Turn on manual review for return requests.
Show Return requests	Display the "Requests" tab for manual review in the Merchant App.
Auto-approval rules	Configure conditions for automatic approval without manual review.
Manual review rules	Set conditions that require manual review before approval.

Customer Questions

Configure questions to collect additional information from customers:

Question Type	Description
Text input	Collect free-form text responses from customers.
Multiple choice	Provide predefined answer options for customers to select.
File upload	Allow customers to upload photos or documents as evidence.
Required fields	Mark questions as mandatory for return approval.
Conditional questions	Show questions based on previous answers or return reasons.

Translations

All customer-facing text in the return requests flow—including return reasons, sub-reasons, and instructions—is fully translatable. You can manage translations for each language your store supports on the Translations page.

• Customers will see return reasons and sub-reasons in their selected language.
• If a translation is missing for a particular language, the default language text will be shown.
• Updates to translations are applied immediately in the Returns Portal.

For more details on managing and updating translations, see the Translations page.

Question Configuration

Setting	Description
Question text	The question displayed to customers in the Returns Portal.
Question type	Select the type of response required (text, choice, file upload).
Required	Mark the question as mandatory for return approval.
Help text	Additional guidance for customers answering the question.

Acceptance workflow

Step	Description
Customer submits return	Customer initiates return and answers return request questions.
Return enters review	Return appears in the "Requests" tab for manual review.
Merchant reviews	Merchant reviews return details and customer responses.
Merchant decides	Accept, reject, or request additional information.
Customer notified	Customer receives notification of the decision.