Every After-sales case has a status, but the status alone does not always mean you need to act. The reliable signal is the tab and the buttons displayed on the case card.
Active statuses
Requested — the customer request was received and is entering review.
Under review — Customer Care is reviewing the request, evidence or applicable policy. Act only if Accept / Decline appears.
Approved — the return or resolution has been approved and the next operational step is being prepared.
Awaiting shipment — the customer has been asked to send the piece and provide tracking. No seller action is normally required.
Ready to ship — the approved return method or label is ready for the customer. No seller action is normally required.
In transit — the piece is travelling back to the return destination.
Received — the parcel is recorded as delivered back. If the card shows receipt buttons, inspect the piece and respond.
Inspected — the returned piece has been inspected and the final resolution is being completed.
Resolved — the agreed refund, store credit, exchange, repair or other outcome is complete.
A case may also finish as Declined, Closed or Cancelled. These are terminal states and remain available under Settled for your records.
Carrier incident labels
While a case is open, the card may show a more useful operational label instead of the raw return status:
Held at customs — Customer Care is handling clearance with the buyer. We contact you only if customs needs information that only you can provide.
Returned to sender — the parcel is coming back to you after a failed delivery, refusal, non-collection or address issue. Inspect and confirm it when the dashboard asks.
How tabs relate to status
Action needed — a decision, receipt confirmation or evidence is required from you.
Handled by Customer Care — the case is open, but our team currently owns the next step.
Settled — the case is resolved, declined, closed or cancelled.
All — complete history.
Follow the available action, not assumptions
Use Accept / Decline only when those buttons appear.
Use Mark received & conform / Report an issue only when receipt confirmation is available.
Use Contest (out of policy) only when the card offers it.
If there is no action, wait for Customer Care or follow the tracking shown on the case.
The policy snapshot captured when the case opened remains unchanged even if you later edit the product's return settings.