Returns and refunds

Once an order has been sent, the customer can ask to send items back. You decide whether to accept, how much to refund, and whether the items go back on sale.

Let customers ask online

Go to Settings → General → Store policies and tick Let customers ask for returns online, then set how many days after sending they can ask. Customers then see Request a return on their order page and tracking page. They pick the items and a reason, and can add up to 3 photos. You get an email and a phone alert.

Leave it off if you'd rather customers contact you. You can still record a return yourself.

Answer a request

Choose how the items come back, then approve:

• They send it: the customer gets your return address and a return code, like RT-7D26EE, to write on the parcel or mention when they drop it off. Nothing to print. You can edit the address on each return.
• Courier pickup: you book a courier to collect it from the customer. Check both addresses, tap Get courier prices, pick one and approve. It's paid from your courier wallet. Needs a courier account connected in Settings → Shipping.

Your return address is remembered for next time. Or tap Decline and the customer is told, with your message. Once the items arrive, tap Mark as received to finish the return.

You can cancel a pickup until the courier collects it, then book again or have them send it instead.

Finish a return

Choose what came back, and whether it can be sold again. Ticked items go straight back into stock. Then choose the refund:

• Refund through Paystack (or Flutterwave, Monnify, Stripe): the money goes back to how they paid. It takes 3 to 10 business days to show.
• I refunded them myself: for bank transfers, cash, or anything you sorted out directly.
• No refund: for exchanges or store credit.

The amount starts at what the items were paid for, after any discount. A code for certain products only comes off those items. Tick Add delivery to refund the delivery fee too, or type your own amount. You can't refund more than the customer paid.

Customer asked on WhatsApp?

Open the order and tap Record a return. It works the same way, and the customer still gets an email.

To find the order, search Orders by the order number on the receipt, or the customer's name, email or phone.

Returning part of an order

Customers can return some items and keep the rest, or return more later. Each item can only be returned as many times as it was bought. The orders list shows Part returned or Returned.

For returns from sales made in your shop, see Selling in your shop.

Cancelling instead

If the order hasn't been sent yet, cancel it instead. Cancelling refunds the full amount for card payments and puts every item back in stock.