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. 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.
Read the returns list
Open Orders and choose Returns.
Look at the figures on top: Needs review, Awaiting item, Received and Resolved.
Choose a tab: Needs attention, Open, Closed or All.
Use the search box to find a return by its number, the order number or the customer's email address.
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| Canceled | The request was withdrawn by you or by the customer.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.
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.
- Gift cards and digital products can never be returned.
- Return labels from a courier are not created in Poltura.