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How customers return orders

Customers must have have an account to create a return shipment. If they place orders as guests, they will have to register with the same email address to convert their guest account into a customer account. NOTE: The images shown here can be different, depending on the theme you use. To learn how to prevent customers from creating returns, click here.

To process a customer return, visit Processing customer returns.

Customers can return on your website by:

  1. Logging into their account by clicking My account / Register normally in the top right-hand side of the screen.
  2. Your customers can view any past orders by clicking My orders.
  3. Click View on the right-hand side of the screen.
  4. Click Return items at the bottom of the page to create the return shipment.

  5. Choose the products to return and the quantity.

  6. Give a return reason. Customers can choose a reason and an action or create their own, and then send the return request.


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