---
title: "Returns"
description: "See how returns work in Poltura, read the returns list and find the page for each returns task."
url: "https://docs.poltura.com/en/returns/"
lang: en
alternates:
  en: "https://docs.poltura.com/en/returns/"
  hu: "https://docs.poltura.com/hu/returns/"
---

# Returns

Return requests, withdrawals, return rules and numbering.

- Where: Orders → Returns

## Articles in this area

- [Handle a return](https://docs.poltura.com/en/returns/handle-a-return/): Take a return from request to resolution, approve or reject it, receive the items and pay the customer back.
- [Withdrawals](https://docs.poltura.com/en/returns/withdrawals/): Read the statements of withdrawal your customers send through the statutory withdrawal function and match them to an order.
- [Return settings](https://docs.poltura.com/en/returns/settings/): Choose how customers send items back, set the return window, the return methods, the resolutions you offer and the fees.
- [Return numbers](https://docs.poltura.com/en/returns/return-numbers/): Choose the pattern your return numbers follow and whether they count across the store or per order.
- [Return and refund reasons](https://docs.poltura.com/en/returns/reasons/): Keep the list of reasons customers choose when they return an item and the reasons your staff choose when they refund.

**Returns** collects everything your customers send back: return requests and statements of withdrawal from a purchase. You decide how much of the process runs in Poltura, from a simple email link to a full workflow with approval, tracking and refunds.

## The four return modes

You pick one mode under [Return settings](https://docs.poltura.com/en/returns/settings/). Switching never deletes settings or requests.

- **Off**: the store shows no return option.
- **Email link**: the store shows your return policy and a link that opens an email to you. Nothing is recorded in the admin.
- **Request form**: customers fill in a short form with the items, a reason and a note. You get an email, and the request appears in the list for you to mark as handled.
- **Full workflow**: requests go through approval, shipping, receiving and a resolution such as a refund, store credit, a coupon or an exchange.

The withdrawal function that EU law requires for sales to consumers works in every mode, also when returns are off. See [Withdrawals](https://docs.poltura.com/en/returns/withdrawals/).

## Read the returns list

1. Open **Orders** and choose **Returns**.
2. Look at the figures on top: **Needs review**, **Awaiting item**, **Received** and **Resolved**.
3. Choose a tab: **Needs attention**, **Open**, **Closed** or **All**.
4. Use the search box to find a return by its number, the order number or the customer's email address.
5. Click a return to open it.

The columns are **Return**, **Order**, **Customer**, **Items**, **Status** and **Requested**. A return that came from a statement of withdrawal carries the **Withdrawal** mark. When a refund deadline is close or missed, the row shows **Refund due soon** or **Refund overdue**.

The **Withdrawals** and **Settings** buttons in the header open the withdrawal statements and the return settings.

## Statuses

| Status         | Meaning                                                     |
| -------------- | ----------------------------------------------------------- |
| **Requested**  | The request arrived and waits for your decision.            |
| **Approved**   | You accepted it. The customer has the return instructions.  |
| **On its way** | A tracking number was added. The parcel is coming back.     |
| **Received**   | The items arrived and were checked.                         |
| **Resolved**   | The customer got their refund, credit, coupon or exchange.  |
| **Rejected**   | You refused the request.                                    |
| **Canceled**   | The request was withdrawn by you or by the customer.        |
| **Handled**    | A request from the request form that you marked as handled. |

## Where customers start a return

- Signed-in customers start a return from their account, on the page of the order.
- Guests enter their order number and email address on the returns page of the store, and get a secure link by email. You can switch guest returns off in the settings.
- Your staff can create a return from the order page. See [create a return](https://docs.poltura.com/en/returns/handle-a-return/#create).

Customers get an email at every step: when the request is received, approved, rejected, when the goods arrive and when the return is resolved. Your team gets an email and a notification in the admin about every new request.

## Good to know

- When returns are off, the list says "Returns are turned off" and offers **Set up returns**. Requests that arrived earlier stay in the list.
- Returns, claims and exchanges that staff start directly on an order are a separate route. See [Returns, claims and exchanges on an order](https://docs.poltura.com/en/orders/claims-and-exchanges/).
- Gift cards and digital products can never be returned.
- Return labels from a courier are not created in Poltura.

## Related

- [Orders](https://docs.poltura.com/en/orders/)
- [Payments and refunds](https://docs.poltura.com/en/orders/payments/)
- [Emails](https://docs.poltura.com/en/settings/emails/)
- [Gift cards](https://docs.poltura.com/en/marketing/gift-cards/)
- [Notifications and alerts](https://docs.poltura.com/en/settings/notifications/)