Processing a request
A return request is the first step in the returns workflow. Customers submit a request through your Returnless return form, and your team processes it so the return can proceed.
This article explains how to view, understand, and process a request, including approving or rejecting it, managing notes and tags, and adjusting shipment or address details.
Accessing and Processing Requests
- Log in to your Returnless Panel.
- Navigate to Requests in the top menu.
- Click a request’s return number to open it.
The number displayed next to Requests indicates how many unprocessed requests are pending.
Request Information
Customer View
You can preview the request exactly as the customer sees it by clicking the customer view icon next to the request number.
Order Information
On the right-hand panel you’ll see the originating order, including order details and linked products.
Return Details
The center panel displays:
- Customer information
- Products selected for return
- Answers to return questions
- Customer and support notes
Timeline
In the bottom-right corner, you’ll find a timeline showing all activity on the request—status changes, notes, and other events.
Notes
The Notes feature enables direct communication between you and your customer within the request.
Viewing Notes
- New customer messages appear as unread.
- For item-specific notes, click Show Notes under the relevant item.
Marking Notes as Read or Unread
- Sending a reply automatically marks all notes in that thread as read.
- To manually toggle read/unread, hover over a note and use the mark as read/unread button.
Creating Notes
- Enter your message in the note field.
- Choose whether it should be visible to the customer or saved as an internal note.
- You and your customers can attach images or files.
Using Note Templates
Use Note Templates to reply faster and maintain consistent communication. Create templates once, then reuse them whenever needed.
Using Tags
Tags help you categorize and manage your requests.
Managing Tags
Create and edit tags under General Settings → Tags.
Tagging Requests
- Click the Tags button in the top-right of a request.
- Click a tag to add it, or click again to remove it.
- Applied tags appear in the Requests Grid.
Changing Request States
To complete processing, a request must be moved into one of the following states:
| State | Description |
|---|---|
| Approve | Request approved. The customer can now create a shipment from the request status page. Once shipped, the request converts to a return. |
| Approve without shipment | Approved without requiring the product to be returned. The customer is notified. |
| Approve with manual shipment | Approved with a manually created shipment. You choose the return address and shipment type, and optionally enter tracking details. |
| Reject | Request rejected. No return will be processed, and the customer is notified. |
When a state changes, the customer receives an email based on your configured Email Templates.
Enabling Free Return Shipment
You can allow customers to return products without paying shipping costs.
To enable this, click Enable free return shipment → For all carriers at the top-right of the request.
Changing the Return Address
You can adjust the return address for an individual request.
- Locate the Return Address card on the right side of the request.
- Click Change address.
- Choose from your Return Addresses, Store Locations, or select Allow all addresses.
Return Request Statuses
Your account may include custom request statuses tailored to your workflow.
To update the status:
- Open the request and use the Change status dropdown.
- Select the new status to apply.
To learn more about custom statuses, see the Return Statuses documentation.