Processing your first return

When a customer submits a return in the portal, it appears in Returns with the status Pending. If you enter a Notification email in Settings → General, ZenReturn emails you when a new return is submitted.

Review and decide

1. Open Returns and select the order number of the return.
2. Read the items, the reason for each item, the customer's notes and any photos.
3. To approve, select Approve. You can add return instructions and choose whether to send an email notification to the customer.
4. To reject, select More actions, then Reject. Choose a rejection reason and write a message to the customer.

After approval

A ship-back return moves to Shipped when the customer sends the package, and to Received when it arrives. A label that ZenReturn bought updates these steps from its tracking. If the customer uses their own label, select Mark shipped, and select Mark received when the package arrives.

For a refund, a rule can have ZenReturn refund through Shopify on approval or on receipt. The article "Automatic refunds" explains it. Otherwise, refund the order in Shopify when the return is Received, then select Mark refunded on the return.

Store credit, exchanges and offline refunds on a ship-back return are issued only after the items are received. On a returnless rule they are issued when you approve the return.

Shopper emails from ZenReturn are in English.