Processing a return order

A return is created after a customer submits a validated return request, either automatically or manually approved (see Processing a Request).

Once created, a return order tracks the full return process as well as all related transactions such as shipments, refunds, and coupons. This article explains how to access a return order, review information, communicate with customers, update statuses, and execute return-related actions.

Accessing a Return

1. Log in to your Returnless Panel.
2. Navigate to Returns.
3. Click a return’s return number to open it.

You can also automatically open a return by scanning the shipping label’s barcode.

Return Information

Customer View

Click the customer view icon next to the return number to see the page exactly as your customer sees it.

Order Information

On the right-hand side, you’ll find the originating order and relevant details. If platform integrations are enabled, this panel also displays synced data from connected systems.

Timeline

In the bottom-right corner, the timeline shows all logged activity—status changes, notes, shipment updates, and more.

Return Details

In the central panel, you’ll find all key information related to the return:

Return Processing

Updating Return Statuses

Return statuses are fully customizable and managed by the webshop owner. Your statuses should match the steps in your return workflow. To change a return's status:

1. Click Change status at the top-right.
2. Select the new status.

Notes

Notes let you and the customer communicate directly inside the return. Notes can be attached to either the entire return or to specific items.

Viewing Notes

• New customer notes appear as unread.
• For item-level notes, click Show Notes.

Marking Notes as Read or Unread

• Replying automatically marks the conversation as read.
• To manually toggle read/unread, hover over a note and select the appropriate action.

Creating Notes

• Type your message into the note field.
• Choose whether the note is visible to the customer or internal.
• Images and files can be attached by both customer and merchant.

Note Templates

Create reusable Note Templates for faster, consistent messaging.

Tags

Tags help categorize and organize returns.

Managing Tags

Create and edit tags under General Settings → Tags.

Tagging Returns

• Click the Tags button at the top-right.
• Click a tag to add it; click again to remove it.
• Applied tags appear in the Returns Grid.

Shipments

Creating a Shipment

You can create a shipment on behalf of your customer by pressing Create New Shipment.

Receiving Shipments

Once the customer creates a shipment, you can view and track it on the right side of the return page.

Managing Returned Items

Mark as Received

When an item arrives, click Mark as Received next to that product. You may also scan the product’s barcode to automatically mark it as received.

Stock & Depreciation

Stock

For each item, choose whether it:

• Returns to stock, or
• Should be handled differently based on condition.

Depreciation

If an item is returned damaged, you can apply depreciation. Example: A slightly damaged item may receive 10% depreciation, reducing the refund or coupon value accordingly.

To apply depreciation:

1. Click Add Depreciation next to the received item.
2. Choose a percentage or fixed amount.
3. Add an explanatory note.

Payment Requests (Automate Plan)

Users on the Automate subscription can request customer payments during return processing. To create a payment request:

1. Click Create Payment Request.
2. Add a description and the items/fees to be paid.
3. Mark items as mandatory or optional.
4. Click Save.

Your customer receives an email with payment instructions. Once paid, the request is shown as Paid within the return.

Coupons

Viewing Coupons

All generated coupons appear in the Coupons box on the right-hand panel.

Creating a Coupon

1. Ensure at least one item is marked as returned.
2. Click Generate Coupon.
3. Configure the coupon in the modal.
4. Optionally adjust the credit amount manually.

Customers automatically receive the coupon via email.

Refunds

To issue a refund:

1. Items must be marked as received.
2. Integration must support refunds.
3. Click Create Refund and complete the modal.

Refunds are created directly in the connected e-commerce system.

Creating an External Return

Some integrations support generating an external “return” object from within the Returnless Panel. If available:

1. Items must be marked as received.
2. Click Create Return and complete the modal.

Created returns appear in the External Returns block.