Returbo lets you choose how much control you want over incoming return and exchange requests. Depending on your settings, requests can either move forward on their own, or wait for you to review them first.

Here's how each option works, so you can decide which one fits your store best.

You can turn manual or automatic approval on separately for returns and exchanges:

With manual approval turned on, every return or exchange request lands in Request Submitted status first.

This gives you a chance to review the request before the customer receives their shipping label. Nothing moves forward until you approve it.

Complaints always work this way too, regardless of your settings. Since a complaint usually needs a closer look, it always goes straight to Request Submitted for your review.

With automatic approval turned on, along with automatic label generation, requests skip the review step. They go straight to Incoming status, and the customer receives their shipping label right away.

There's one exception: if something prevents the label from generating automatically, the request will land in Request Submitted instead, just like it would under manual approval. This isn't a sign that automatic approval isn't working, it just means Returbo needs your input to resolve the issue before a label can be issued.

👉 If you're seeing requests in Request Submitted when you expected automatic approval, check out Why Are My Returns or Exchanges Showing as Request Submitted Instead of Incoming? to see what might be causing it.

Complaints will always require your review, no matter which option you choose for returns and exchanges.