Returns and refunds: how the process works

When can a customer request a return?

A customer can only open a return request after their order has been marked Delivered. The return window is configurable from 1 to 90 days (default 7 days), measured from the delivery date. To change the return window, go to Settings, scroll to the Return Policy card, and click the Save button inside that card — this is separate from the main Save Settings button on the page.

What the customer submits

The customer selects a return reason (Damaged, Wrong item, Not as described, Missing item, or Other), writes a description (10–1,000 characters), and optionally attaches up to 5 photos. Only one active return request is allowed per order.

Reviewing the request as a merchant

Pending return requests appear in the Refunds tab on the Orders page (with a count badge). You can Approve or Reject a request only while it is Pending. Rejection requires a note (1–500 characters).

What happens when you approve

Approving does not immediately refund the customer. Instead, it books an EasyParcel return shipping label (you are charged return postage as a negative settlement). The customer then has 14 days to ship the item back. The customer is refunded the full order total automatically only once the returned parcel is delivered back to you — confirmed via EasyParcel return tracking. There is no manual "mark refunded" step.

Approval fails with an error if your pickup address is not saved, or if no courier covers the return route.

Return statuses

A return request progresses through: Pending → Approved → Return Shipped → Return Delivered → Refunded. Rejected and Expired are terminal statuses.

Expired requests

If the customer does not ship the item back within 14 days of approval, the request is automatically marked Expired by a daily background job. Note: expiry is not instant — it may take up to ~24 hours after the deadline. There is no separate "Closed" status; merchant-closed requests also show as Expired.

• Returns always use EasyParcel return labels, even for stores using self-managed shipping.
• Return postage is charged to the merchant (negative settlement) at the time of approval.
• The customer refund is triggered by EasyParcel's return delivery confirmation — not by the approval.
• A refund issued after you have already withdrawn your balance does not claw back the payout; it reduces your next Available balance (which can go negative).