Returns & exchanges
Returns that don't need an email thread
Shoppers start a return from their order, pick a reason and add photos. You approve, receive and refund from one screen — and every step is written down for both of you.
- Self-service requests
- Restock on arrival
- Refund to card or store credit
Availability: Included on every plan
The return, start to finish
Seven statuses, zero guesswork
Each return gets a number like R1001 and moves through clear stages. Shoppers see them on a status page; you see them on the Returns board.
Step 1: Requested
The shopper chooses items and quantities, a reason for each, a preferred resolution and an optional note. You and they both get an email.
Step 2: Approved or rejected
Approve and your return instructions are emailed. Reject with a reason and the shopper is told why. Auto-approval is available too.
Step 3: On its way back
After approval the shopper can add a tracking number from the return page.
Step 4: Received
Record each item's condition — new, opened or damaged — and decide whether it goes back into stock.
Step 5: Refunded or closed
Refund to the original payment or store credit, or close an exchange with a note once you've sent the replacement.
Refunds
The right amount, suggested for you
SellOrchard works out what each returned unit is worth — the price the shopper actually paid, including their share of discounts and tax — and suggests the refund. Take off a restocking fee, add back shipping if you want, or lower the amount before you confirm.
- Restocking fee from 0% to 50% for reasons you choose, such as "Changed my mind"
- Waive the fee on any return with one tick
- Optional shipping refund, never more than what's left unrefunded
- Refunds to cards go back through your payment gateway; store credit needs a customer account
Small details, fewer disputes
Built for the awkward cases
Photo evidence
When a shopper says something arrived damaged, the photos are attached to the return before you approve it.
Exchanges
Offer exchange as a resolution and close the return once the replacement is on its way.
Stock stays right
Restocked items go back to the location they were sold from.
Credit instead of cash
Refunding to store credit keeps the value in your store and shows on the customer's account straight away.
Everything in the returns flow
Rules, requests and refunds
22capabilities in 4 areas
Your policy
7- Return window in days, counted from delivery (or shipping, or the order date)
- Up to 20 return reasons in your own words
- Reasons that require at least one photo — "Damaged or faulty" by default
- Offer refund, store credit, exchange, or any mix of them
- State who pays return shipping: the customer or your store
- Return instructions of up to 2,000 characters, sent after approval
- Mark individual products as "Can't be returned"
For shoppers
5- "Return items" button on eligible orders with "Returns accepted until" date
- Guests return with their order link; account holders from their Returns tab
- Photo uploads with each item when the reason needs them
- Status page with steps, instructions and a tracking-number form
- Cancel a request while it's still waiting
For your team
6- Returns page with status tabs and a badge for new requests
- Create a return on a customer's behalf from the order page
- Approve, reject, mark received, refund or close from the return
- Per-item condition and restock choice
- Private staff notes
- Order pages show returns and returned quantities
Safeguards
4- An item can't be returned more times than it was bought
- Gift cards and digital items are never returnable
- Every step written to the return timeline and the order's history
- Refunds update the order's refunded total and payment status
Part of every plan
Returns are available on Basic, Pro and Advanced. Switch them on in Settings → Returns, write your reasons and instructions, and the Return items button appears on eligible orders.
Can customers start a return without contacting me?
Yes. Once returns are on, eligible orders show a Return items button. Shoppers choose items, reasons and their preferred resolution, and the request lands on your Returns page.
Do returns create shipping labels?
No. You write the return instructions — where to send the parcel and how — and say whether the customer or your store pays for return shipping. Shoppers can add their own tracking number.
Can I charge a restocking fee?
Yes, from 0% to 50%, applied to the reasons you choose. You can waive it on any return when you issue the refund.
How do exchanges work?
Exchange is offered as a resolution. You handle the replacement yourself — for example by creating a new order — and then close the return with a note.
Does returned stock go back on sale?
When you mark a return received, you decide per item whether to restock it. Restocked quantities go back to the location the item was sold from.
Can I refund before the item comes back?
Yes. You can refund straight from an approved return when you don't need the goods back.
Make returns the easy part
Write your policy once, and let every return follow it from request to refund.
No credit card needed to start.