Sometimes a customer may contact you and want to change the compensation for their request. For example, a customer may have requested an exchange, but later decides they would prefer a refund instead. This can easily be changed in Returbo.

When can the compensation be changed?

You can change the compensation while the request is in the statuses:

Request submitted
Pending approval

Once the request has been approved or processed, the compensation can no longer be changed.

How to change the compensation

Go to the Returbo admin panel.
Open the order that the request belongs to.
On the right side of the item price, click the three vertical dots (⋮).
Select the new compensation option.

Depending on the request type (return, exchange, or complaint) and the current compensation selected, you may see different options:

Ship new item – Returbo creates an order with the same item and size (if it is in stock).
Issue store credit – The customer receives a gift card.
Issue refund – The item will be refunded to the original payment method.

What happens when you change the compensation?

If the request originally created something (for example an exchange order or a gift card), Returbo will automatically remove it when the request is resolved.

If the original compensation was store credit

The gift card will be deleted.

If the original compensation was an exchange
Returbo will remove the created order depending on your exchange flow:

New order flow → The exchange order will be deleted.
- If only one item is changed to a refund, that item will be removed from the order.
Draft order flow → The draft order will be deleted if it only contained the exchanged items.
Edit original order flow → The new exchange item will be removed from the original order.