The Return Process: Step by Step
Step 1: Customer Starts a Return
Your customer visits your branded Return Portal (a unique URL provided when you set up the app). They enter their email address (or zip/postal code) and order number to look up their order.
If you've enabled gift returns, customers can also start a return for a gift they received.
Step 2: Customer Selects Items to Return
The portal displays all eligible items from the order. For each item, the customer can:
Select the quantity they want to return
Indicate if the product has been used
Choose a return reason (e.g., "No longer needed," "Not what I expected," "Wrong item," "Product was damaged") and any sub-reasons you've configured
Add comments (optional or required, depending on your settings)
Upload photo evidence (if required for the selected reason)
Items that are outside the return window, already returned, or excluded by your policies will be shown as ineligible.
Step 3: Exchange or Shop Now (Optional)
If you've enabled Exchanges, the customer can choose to swap their item for a different variant (size, color, etc.) of the same product instead of getting a refund or store credit.
If you've enabled Shop Now, the customer can browse your product catalog and add entirely new items to their cart, using their return credit as payment. If the new items cost more, they pay the difference. If the new items cost less, the remaining credit is returned as their chosen resolution (refund or store credit).
Step 4: Customer Chooses a Resolution Preference
If the customer isn't exchanging or shopping now, they'll choose how they'd like to be compensated:
Store Credit — Issued as a Shopify gift card. If you've configured a store credit bonus, the customer will see the bonus amount here.
Refund — Returned to the original payment method.
Step 5: Review and Submit
The customer reviews their return on a summary page showing:
Items being returned (with reasons and quantities)
Exchange items (if any)
Shipping address (editable)
A financial breakdown — items value, any fees (label fee, restocking fee), bonuses, and the total
If the customer owes anything (e.g., a label fee when labels are customer-paid), they'll pay via credit card before submitting. If fees are deducted from the resolution, no upfront payment is needed.
Once everything looks good, the customer clicks Submit Return.
Step 6: Return Is Reviewed
After submission, the return enters Manual Review status — your team can review the request in the Onward merchant dashboard.
If you've enabled auto-approve, eligible returns skip this step and are approved automatically.
Step 7: Return Is Approved
When you approve a return:
With ShipSidekick: A return shipping label is automatically generated and emailed to the customer. The customer can print the label or use a QR code at a carrier drop-off location.
Without a label (manual): You handle shipping instructions separately. No label or email is sent automatically.
The return moves to Open status.
Step 8: Customer Ships Items Back
The customer packs their items and drops them off using the provided label.
Shipment tracking is automatic through ShipSidekick — you and the customer can see when the package is in transit and when it's delivered.
For manual returns, the merchant can optionally add tracking information.
Customers have 14 days from label creation to ship their items.
Step 9: Return Is Processed
Processing resolves the return based on the customer's chosen resolution:
Refund — Issued through Shopify to the original payment method.
Store Credit — A Shopify gift card is created and emailed to the customer.
Exchange — A new Shopify order is created for the exchange items and fulfilled.
You can process returns manually, or set up auto-process rules that trigger processing automatically when the shipment reaches a certain stage (label created, in transit, or delivered), with an optional delay.
Step 10: Customer Is Notified
The customer receives a final email confirming their return has been processed, with details on their refund, store credit, or exchange order.
Return Status Flow
Status | What It Means |
Submitted | The customer has submitted the return. It's waiting for your review. |
In Progress (Open) | The return has been approved. Waiting for the customer to ship items back and/or for processing. |
Completed | The return has been fully processed — refund, credit, or exchange issued. |
Declined | The return was rejected. The customer cannot resubmit for the same items. |
Closed | The return was closed. The customer can submit a new return for the same items. |