This section shows what the return journey looks like for shoppers using your Returns Portal.
Start a return
Customers begin by entering their order number and clicking Start Return.
They will see a summary of all items in the order and can select the item they wish to return.
Choose a return reason
After selecting an item, customers choose a return reason from the list.
They can also add comments if needed.
Click Continue to move to the next step.
Select an action
Customers can choose between:
Change size
Change colour
Return item
If they select an exchange, they choose the replacement variant before continuing.
For orders with multiple items, they repeat the same steps for each item.
Choose refund or store credit
Customers can choose one of the following:
Shop Now: immediate store credit issued as a gift card
Shop Later: store credit sent after submission
Refund: refund back to the original payment method
If you have set up bonus credit, the customer will see the additional amount when choosing Shop Now or Shop Later. This encourages exchanges and store credit to help retain revenue.
Select a return method
Customers choose from the return methods you have enabled, such as Royal Mail.
Review and confirm
A final review page shows:
Items being returned
Any exchanges
Refund or store credit totals
Any additional payment required
When everything is correct, the customer clicks Confirm Return.
Return instructions
After confirming, the customer sees:
A QR code
The deadline to return their parcel
Download links for the QR code and label
These instructions are also emailed to the customer so they have everything they need.