1. Open the return settings
In your online store admin, go to: Online store > Settings > Purchasing > Return settings: Edit
On this page, you can enable the return form and define how customers can submit return requests in your online store.
2. Enable the return form
In the return settings, select this option: "Enable return form". It is not enabled by default, so it must be switched on separately.
Once the return form is enabled, customers can submit a return request or cancel orders through the online store. The customer’s return request will appear in the order details in the admin, and you will also receive a separate notification.
3. Review the return form settings
At the same time, review the other return settings and choose the options that best fit your store.
For example, you can define:
whether the customer is required to provide a reason for the return
whether the customer is required to provide a written description of the return
whether the customer can return individual products instead of the entire order
whether return requests are approved automatically
in which countries the return form is available
which return reasons the customer can select on the form
If you want to review return requests before approving them, do not enable automatic approval. This allows you to handle each return request separately in the admin.
4. Add return instructions for the customer
In the return settings, you can write instructions that are shown to the customer before they submit a return request.
The instructions should briefly explain what the customer should do after submitting the return request. For example, you can mention that products should not be sent back before the return request has been processed and the customer has received more detailed return instructions.
Always edit the instructions to match your own store’s return policy.
5. Enable return-related messages
In addition to the return form, it is also a good idea to review the return-related messages.
In your online store admin, go to: Online store > Settings > Purchasing > Messages: Edit
In the message settings, you can enable the following new automatic messages related to returns:
Return request received
Return confirmed
Return rejected
(The previous message called “Return received” has the same content as the new “Return confirmed” message. You can therefore disable the message called “Return received”.)
When these messages are enabled, the system automatically sends return-related notifications to the customer. This way, the customer is informed, for example, when the return request has been received or when the return has been confirmed.
All messages sent to the customer will appear in the order details as before.
Also check your return policy
In addition to enabling the return form, it is a good idea to make sure that your online store’s return policy and other customer-facing instructions are up to date.