Can I cancel my customer’s return request?

You can cancel your customer’s return request in case they made a mistake in their initial submission.

For example, a customer may have submitted a return for an incorrect item and wishes to update their choice afterwards, or they could have submitted it for the wrong return reason. In such cases, you may cancel the customer’s return request directly from the returns dashboard and they will be able to re-submit their return for the right conditions.

However, there are some caveats. A return request can only be reset when:

• The status is ‘Pending’

  Note: At this stage, customers can also choose to edit or cancel their order through the returns portal

• The status is ‘Reviewed’ and where the shipping method is Mail, custom shipping method or in-store

• The status is ‘Reviewed’ and where the shipping method is an integrated shipping method (e.g., Australia Post, USPS, DHL etc), but a return label has NOT been created

• A return request is ‘Rejected’ upon review

Note: Return requests can no longer be cancelled once the status is marked as “received”, or when it is “rejected” after being received at the warehouse.

1. Search for the return request you’d like to cancel in the Manage Returns tab

2. You may proceed to cancel the return request:

   • When the return request is still “Pending”

     

   • When the return request is “Reviewed”, but the shipping method is Mail:

     

   • When the return request is “Reviewed”, but the shipping method is an integrated shipping method:

     • And shipment status is ‘Pending’

       

   • When the return request is rejected during review stage