Returns and Claims

Create and track returns or claims for purchased items, from request to resolution.

The Returns & Claims section allows customers to manage returns and post-purchase claims. They can submit a return request for eligible orders, provide a reason, and track its progress - such as pending review, approved, or completed.

Returns are initiated from Order Management → Order History. The order list includes key details such as order number, status, value, customer, dates, delivery address, shipping cost, and payment method. You can use Search orders or Show all orders to find specific entries.

In the Action column, the Return option is available only for orders with a COMPLETED status. For other statuses, such as CREATED, the option remains disabled until the order meets the eligibility criteria defined in your configuration. If a return has already been requested for a completed order, the customer receives a notification that the request was already sent – it's not possible to send it again.

Order History — My Orders with return actions for eligible completed orders

The Returns & Claims view lists all the initiated returns.

Returns and Claims view

The customer can open each return entry to check its details.

Return details view