When you click on a return from the Returns Processing Queue, you'll see the full return detail page. This is where you review the return, take action (approve, process, or complete), and see every detail — from the items being returned to the financial breakdown.
Return Header
At the top of the page, you'll see:
Return number (e.g., "Return #RET-1234") with the creation date.
Back to Returns link — Quick navigation back to the Returns Queue.
Status badges — Multiple badges showing the current state of the return:
Return Status — Pending, Requested, Open, Completed, Declined, or Closed.
Shipping Status — Label Created, In Transit, Delivered, etc. (if a label has been generated).
Upgrade Status — Whether the order had Onward protection ("Upgraded" or "Not Upgraded") and how it was obtained ("Via Customer").
Manual badge — If the return uses manual shipping (no automatic label).
Fraud risk indicator — A badge indicating any fraud risk assessment.
Alert Banners
If there are any issues or important notices about the return, you'll see alert banners below the header. These may include:
Errors from label generation or exchange fulfillment.
Notices about special conditions.
Each alert has a dismiss button if you've reviewed it and want to clear it.
Action Buttons
Below the header, you'll see the primary action buttons for managing the return. Depending on the return's current status, different actions are available:
Approve Return
For returns in the Manual Review queue, you can:
Approve — Approve the return and automatically generate a shipping label.
Approve (no label) — Approve the return without generating a label (for manual shipping).
Decline — Decline the return request.
Process Return
For approved returns, you can process the refund or store credit:
Process — Issue the refund or store credit to the customer.
Complete / Close Return
For returns that have been fully processed:
Complete — Mark the return as completed.
Close — Close the return.
Returned Items
This section shows each item the customer is returning:
Product image and title
Variant details (size, color, etc.)
Quantity being returned
Return reason — Why the customer is returning this item (e.g., "Not satisfied," "Wrong item," "Item damaged").
Sub-reason — More specific details about the return reason.
Resolution preference — What the customer chose (Refund, Store Credit, Exchange, or Shop Now).
If the customer selected an exchange, you'll also see the exchange item they chose as a replacement, along with its variant and quantity.
Exchange Items
If the return includes exchanges, this section shows:
The replacement items the customer selected.
Each item's product image, title, variant, and quantity.
The exchange fulfillment status — whether the exchange order has been created and fulfilled.
You can remove exchange items if needed before processing.
Shipping & Tracking
This section displays the return shipment details:
Shipping provider — ShipSidekick or Manual.
Tracking number — Clickable link to the carrier tracking page.
Shipping status — Current status of the return shipment (Label Created, In Transit, Delivered, etc.).
Carrier updates — A timeline of shipping events from the carrier.
For manual returns, you can enter tracking information manually.
Return Financials
The financials section shows a detailed breakdown of the return's monetary values:
Item amounts — The value of the items being returned.
Fees — Any applicable fees (restocking fees, label fees, processing fees).
Adjustments — Bonuses (like store credit bonuses) or other adjustments.
Total — The net amount to be refunded or credited to the customer.
This ledger gives you full visibility into exactly how the resolution amount was calculated.
Sidebar Information
On the right side of the page, you'll find:
Customer Information The customer's name, email, and contact details.
Fraud Risk Fraud risk assessment details for this return.
Notes Internal notes added to the return. You can add new notes for your team.
History / Timeline A chronological record of all events — when the return was submitted, approved, items received, processed, and completed.
Restock Toggle If applicable, a toggle to indicate whether returned items should be restocked to your inventory.
Return Destination The address where this return is being shipped.
