The Returns page is your command center for managing customer returns. It's organized into three tabs that let you focus on returns at different stages — from those needing your review to completed returns in your history.
Accessing the Returns Page
Click Returns in the sidebar navigation. This page is available when you have Onward Returns enabled.
The Three Tabs
At the top of the Returns page, you'll see three tabs:
Manual Review
Returns that need your attention. These are returns that haven't been auto-approved and require you to review and approve (or decline) them. A count badge shows how many returns are waiting for review.
Open Returns
Returns that have been approved and are currently in progress — the customer has a return label, is shipping items back, or the return is awaiting processing. A count badge shows the number of open returns.
Closed Returns
Returns that have been fully completed, declined, or closed. Use this tab to review your return history.
Searching & Filtering Returns
Each tab has a search bar at the top where you can search for returns by return number, order number, customer name, or email.
Below the search bar, a filter bar lets you narrow down your view with multiple filter types:
Filter | Description |
Return Status | Filter by return status (Pending, Requested, Open, Completed, Declined, Closed). |
Shipping Status | Filter by the shipping status of the return label (e.g., Label Created, In Transit, Delivered). |
Return Type | Filter by what the customer chose as their resolution (Refund, Store Credit, Exchange, Shop Now). |
Exchange Status | Filter by the fulfillment status of exchange orders (if exchanges are enabled). |
Active filters are displayed as color-coded badges below the filter bar. Click a badge to remove that filter.
The Returns Table
Returns are displayed in a table with the following columns:
Column | Description |
Return # | The unique return identifier (clickable — takes you to the return detail page). |
Order # | The associated order number. |
Customer Name | The customer who submitted the return. |
Type | The return type / resolution preference (Refund, Store Credit, Exchange, Shop Now). |
Status | The current return status as a color-coded badge. |
Shipping Status | The current shipping label status. |
Exchange Status | The exchange fulfillment status (only shown if exchanges are enabled). |
You can sort the table by clicking on column headers.