---
title: "Returns, claims and exchanges on an order"
description: "Take items back from the order page as a return, settle a faulty item with a claim, or swap items in an exchange."
url: "https://docs.poltura.com/en/orders/claims-and-exchanges/"
lang: en
alternates:
  en: "https://docs.poltura.com/en/orders/claims-and-exchanges/"
  hu: "https://docs.poltura.com/hu/orders/claims-and-exchanges/"
---

# Returns, claims and exchanges on an order

Take items back from the order page as a return, settle a faulty item with a claim, or swap items in an exchange.

- Where: Orders → an order → Returns & exchanges

The **Returns & exchanges** section of an order lets your staff take items back directly on the order. There are three kinds:

- A **return** takes items back.
- A **claim** takes back an item that was faulty or wrong and settles it with a refund or a replacement.
- An **exchange** takes items back and sends other items out in their place.

> **Good to know**
>
> Requests that customers send in themselves, with approval, tracking and a choice between a refund, store credit or a coupon, are handled under **Returns**. See [Handle a return](https://docs.poltura.com/en/returns/handle-a-return/). The section described here is the direct route for your team.

![The Request return panel with the Location and Reason fields, the items that can come back, the return total, the estimated difference and the Start return button](https://docs.poltura.com/screenshots/en/orders/claims-and-exchanges.webp)

_Each item shows how many of it can still come back._

## Before you start

- Only fulfilled items can come back. An order with nothing fulfilled has nothing to return.
- Only one change can be open on an order at a time. Finish or discard an open edit, return, claim or exchange first.
- The reasons you can choose come from your list of [return reasons](https://docs.poltura.com/en/returns/reasons/#return-reasons).

## Create a return

1. Open the order and go to **Returns & exchanges**.
2. Select **Request return**, then **Start return**.
3. Choose the **Location** the items come back to.
4. Choose a **Reason** if you want to record one.
5. Pick the items and set how many of each come back.
6. To charge the customer for the way back, choose a **Return shipping** option. Leave **Return shipping price** empty to charge what the option costs, or enter another amount.
7. Check **Return total** and **Estimated difference**.
8. Leave **Send notification** ticked to tell the customer.
9. Select **Request return**. To finish later, select **Save as draft**. To drop it, select **Discard**.
10. The return is listed in **Returns & exchanges** with the **Requested** status.

### Receive the returned items

1. When the parcel arrives, open the order and select **Receive items** in **Summary** or on the return's row.
2. Select **Start receiving**.
3. For each item enter how many arrived under **Received** and how many of them arrived damaged under **Damaged**.
4. Select **Confirm Return**.
5. The return shows **Received**. Items received in good condition are back in stock at the chosen location. Damaged items are not.

Nothing moves in stock until you confirm. If only a part arrived, the return shows **Partially received** and you can receive the rest later.

After receiving, **Outstanding amount** in **Summary** shows what the customer is owed. Pay it back with a [refund](https://docs.poltura.com/en/orders/payments/#refund).

## Create a claim

1. Open the order and go to **Returns & exchanges**.

2. Select **Create claim**.

3. Choose the **Claim type**: **Refund** settles in money, **Replacement** sends the item again.

   ![The Create claim panel with the Claim type and Reason fields, the items that can be claimed and the Start claim button](https://docs.poltura.com/screenshots/en/orders/claims-and-exchanges-claim.webp)

4. Select **Start claim**.

5. Choose a **Reason** and pick the items the claim is about.

6. For a replacement, select **Add items** under **Outbound** and choose what you send to the customer.

7. Check the totals and select **Confirm Claim**.

8. The claim is listed in **Returns & exchanges**.

## Create an exchange

1. Open the order and go to **Returns & exchanges**.

2. Select **Create exchange**, then **Start exchange**.

   ![The Create exchange panel with the Reason field, the items that can come back, the estimated difference and the Start exchange button](https://docs.poltura.com/screenshots/en/orders/claims-and-exchanges-exchange.webp)

3. Choose a **Reason** and pick the items that come back.

4. Select **Add items** under **Outbound** and choose the items you send in their place. An exchange cannot be requested until something goes out.

5. Check **Inbound total**, **Outbound total** and **Estimated difference**.

6. Select **Confirm Exchange**.

7. The exchange is listed in **Returns & exchanges**. The items you send out appear under **Unfulfilled Items**, ready to be [fulfilled](https://docs.poltura.com/en/orders/fulfilment/#create).

## Cancel a return, claim or exchange

Select **Cancel** on its row in **Returns & exchanges** and confirm. A return that has been received can no longer be canceled. A draft that was not requested yet is dropped with **Discard** on its own panel.

## Good to know

- A confirmed return, claim or exchange cannot be undone, only canceled while nothing has been received.
- You cannot return more of an item than was fulfilled, less what is already on its way back.
- The reason menu lists up to 100 reasons.
- If no return shipping option exists, the panel says "No return shipping options found". Return shipping options are created under [Locations and shipping](https://docs.poltura.com/en/developer/locations-and-shipping/#shipping-options), which is a developer mode page. A return works without one.
- Items that go back to a marketplace's warehouse add nothing to your own stock.
- Return labels are not created in Poltura.

## If something goes wrong

- **The three buttons are disabled.** Another change is open on the order, nothing is fulfilled yet, or the order is canceled. The reason is written under the buttons.
- **"That is more than this order has left."** Lower the quantity.
- **Confirm Exchange is disabled.** Add at least one item under **Outbound**.

## Related

- [Handle a return](https://docs.poltura.com/en/returns/handle-a-return/)
- [Payments and refunds](https://docs.poltura.com/en/orders/payments/)
- [Return and refund reasons](https://docs.poltura.com/en/returns/reasons/)
- [Edit an order](https://docs.poltura.com/en/orders/edit-an-order/)
- [Inventory](https://docs.poltura.com/en/inventory/)