Manage Order’s Returns

In this document, you’ll learn more about order returns, how to request a return, and more.

Overview

Part of the order management system that Medusa provides is automating and managing order returns.

There are two ways of returns for an order to be requested:

1. The customer requests a return for an order through the storefront, which the store operator can view on the admin.
2. The store operator requests to receive a return from the customer. The customer can be informed about this through an email.

After a return is requested, the store operator can choose to either cancel the return or mark it as received. When a return is marked as received, a refund is issued to the customer.

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Find Return Requests of an Order

To find return requests of an order:

1. Open the order details page.
2. On the Timeline section, you’ll find any returns requested, whether by store operators or by customers.

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Request a Return for an Order

The steps mentioned here regarding an item's location and quantity are only available if you have the Inventory and Stock Location modules installed. You can learn more in the Multi-Warehouse documentation.

To request a return for an order:

1. Open the order details page.
2. In the Timeline section, click on the icon at the top right.
3. Click on Request Return in the dropdown.
4. In the new window that opens:
   • Choose the items in the order that you want to request the return.
   • For each item that you choose, click on the Select Reason below that item.
     • Choose a Return Reason, optionally enter a Note, then click the Add button.
   • For the Location field, you can optionally choose the location you want these items to be returned to.
   • Select a shipping method you want to use for this return.
     • If you want to change the default price of the shipping method, click on the “Add custom price” button and enter the price you want to use.
     • If you want to remove the custom price, you can click on the icon.
   • If you don’t want the customer to receive an email that a return has been requested, uncheck the “Send notifications” checkbox.
5. Once done, click on the Submit button.

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Receive Return

Once the return is marked as received, a refund will be issued to the customer. A return can only be marked as “received” if the payment of the order or the items chosen in the return is captured.

To mark a return as received:

1. Open the order details page.
2. In the Timeline section, find the return requested.
3. Click on the Receive Return button.
4. Check or uncheck the items that have been received.
5. Click the Complete button.

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Cancel a Return

If a return is canceled it can’t be undone. A return can only be canceled if it hasn’t been marked as received.

To cancel a return:

1. Open the order details page.
2. In the Timeline section, find the return requested and click on the icon.
3. Click on “Cancel return” in the dropdown.