Change how a return is resolved when you process it, for example refund the customer instead of sending store credit, offer store credit instead of a refund, or reject the request.
The return hasn't arrived yet? To switch between refund and store credit, or change the request itself (for example an exchange to a return), use the in-store form. The return stays open until it's received and inspected. See Edit a return request in the in-store form.
When to use it
The customer changed their mind, for example they want a refund instead of store credit.
You want to win the customer back, for example by offering store credit after a claim.
The return doesn't qualify, and you need to reject it.
Change the resolution
Open the order by clicking its order number, or search for it.
If the order isn't in progress yet, click Make in progress.
Open the dropdown and choose the new resolution: refund, store credit or reject.
Click Confirm. If you're rejecting the return, choose a reason for your records.
Click Apply.
Good to know
Already sent store credit, but the customer now wants a refund? See Customer Received Store Credit but Now Wants a Refund – What to Do?
Processing step by step: see Processing a refund in yayloh and Processing a store-credit in yayloh.