Returns and EU withdrawal

Let customers ask for a return, decide on it, and turn on the withdrawal button for shoppers in the EU.

How a return works

From the Standard plan, customers can ask for a return from their order page.

1. The customer chooses what to send back and says why. They get a dated email as a record.
2. The request appears under Returns, with a count in the menu.
3. Approve or refuse it. The customer gets an email.
4. When the goods arrive, mark them received.
5. Refund. This makes a credit note. Choose whether the goods go back into stock, and how the money goes back. See Orders, shipping and refunds.

The statuses are Requested, Approved, Received, Refunded and Refused.

Your return window

Set how many days customers have, in Settings. The default is 14. A product marked as not returnable, such as something personalised or perishable, can't be returned this way.

Your returns page says what your policy is. Write it in your own words under Website > Pages.

The EU withdrawal button

Shoppers in the EU generally have the right to withdraw from an online purchase within 14 days, and EU rules ask online sellers to offer a simple way to do it online.

To turn it on, open Settings > Country rules and turn on Withdrawal button. It's available on every plan.

When a shopper uses it:

1. They give their name, order and contact details.
2. They get an email straight away, with a reference and the date and time it was received. That's their proof.
3. It appears under Returns as a withdrawal, for you to handle.

Goods that are excluded

Mark a product as not returnable if it's personalised or perishable, or falls under another exclusion. Say so on the product page.

Refunds and your books

Each refund makes a credit note, so your sales and tax go down by that amount. If the goods go back into stock, your stock goes up.