Every return, exchange, or complaint request in your Returbo Dashboard has its own order timeline. This timeline gives you a clear, chronological view of everything that has happened with that order, from the moment it was placed to the moment the request is resolved.
This guide covers what the order timeline shows and how it works, so you can quickly understand the history of any request without digging through separate records.
Where to Find the Order Timeline
Open any individual request in your Returbo Dashboard. The order timeline appears alongside the request details, showing each stage as it happened.
What Each Stage Shows
Order Created
Shows the date and time the order was created. This entry also includes:
The items in the order
Any discounts applied to individual items
The cost of each item
Order Fulfilled
Shows the date and time the order was fulfilled, along with delivery details:
Recipient name
Recipient phone number
Recipient email address
Return Requested (or Exchange Requested, Complaint Requested)
Shows the exact date and time the customer submitted their return, exchange, or complaint request.
Return Incoming (or Exchange Incoming, Complaint Incoming)
Shows when the customer received their return shipping label, along with which items were approved for return.
How this stage is reached depends on your approval settings:
Manual approval: You'll need to review the request in Pending Approval and select which items are approved before a shipping label is generated.
Automatic approval: If you have automatic approval and automatic label generation turned on, this stage happens at the same time as Return Requested. The customer gets their label immediately.
If a request doesn't move to Incoming right away even though automatic approval is on, there's usually a simple reason. See Why are my returns or exchanges showing as Request Submitted instead of Incoming? for the most common causes.
Return Received (or Exchange Received, Complaint Received)
Shows when the request moved from Incoming to Pending Approval. This happens one of two ways:
Automatically, once Returbo detects tracking showing the return has arrived
Manually, if you move the request to Pending Approval yourself
For more on how automatic tracking detection works, see How does automatic returns tracking work in Returbo?
Return Resolved (or Exchange Resolved, Complaint Resolved)
Shows the date and time the request was marked as resolved.