Handle returns and refunds

Available in: Merchant and Marketplace. Return outcomes and seller handoffs can vary by edition and return-program configuration.

Returns and refunds are related but separate workflows. A return request can have a replacement, store-credit, or refund outcome. A refund operation is not complete merely because it was approved, queued, or sent to a payment provider.

Before you begin

Sign in with an administrator account that can access Returns or Refunds. Available decisions depend on the account's permissions, request state, edition, and return configuration; refund completion can require an additional authentication step. See Manage administrators and access.

Review a return request

1. Open Orders & Fulfillment → Returns and select View for the request.
2. Confirm the related order and requested items. Review the request's current status, due dates, reason, evidence, and any existing return shipment or receipt information.
3. Check the configured return program, return location, seller owner, and available outcome before deciding. These can affect the next steps.
4. Use the return workspace's available decision actions only after the evidence and policy are clear. The detail screen can offer actions such as Approve, Reject, Awaiting Refund Confirmation, Create Exact Replacement, Issue Store Credit, or Close depending on the case.
5. Reopen the request after saving and confirm the displayed status and linked order/refund record.

Do not treat Approve as proof that money has been returned. Follow the associated outcome and verify the refund separately.

Follow a return outcome

The options shown for a request depend on its state and configuration. Use the screen's current action set and do not infer that every return supports every outcome.

Verify a refund

Open Orders & Fulfillment → Refunds. The view selector offers Needs action and All refunds. Review the order, refund reason, amount, payment reference, provider status, and related activity.

• An automatic Cashfree refund can remain pending until the provider confirms it. Provider status and reason are reconciliation evidence; they do not by themselves mark money as refunded.
• A manual refund must include a payment reference before Finance can mark it complete. Manual completion and provider refund actions may require an additional authentication step.
• If the result is unclear or a request timed out, reconcile against the provider before retrying. Avoid duplicate refunds.

Use the order guide for payment and shipment checks. For a mismatch, gather the order number, refund operation reference, provider, time, and current status, then follow Troubleshooting.