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Return Settings

Menu Path: Workspace > Settings > Sale Settings > Return

Permission and Plan Requirements

To use this feature, you must have the Workspace:Settings:View permission and the ECOMMERCE, MARKETPLACE plan.

Return Settings govern the policies and automated workflows for product returns, refunds, and exchanges, ensuring a standardized process across all merchants on your platform.

Key Features & Configuration​

1. Return Policy​

  • Return System (allowReturns): Enables or disables the ability for customers to request a return through the platform interface.
  • Return Window (returnWindowDays): Specifies the number of days after delivery within which a customer can initiate a return (e.g., 14 or 30 days).
  • Require Reason (requireReturnReason): Forces the customer to select a reason before a return request can be submitted.
  • Require Images (requireImages): Mandates image uploads for specific return reasons (e.g., if claiming the item is defective or damaged).

2. Automation & Thresholds​

  • Auto-Approve Low Value (autoApproveLowValue): Automatically approves return requests if the item's value is below a certain threshold, saving operational overhead on cheap items.
  • Low Value Threshold (lowValueThreshold): The monetary value (in the base currency) below which returns are auto-approved.

3. Allowed Return Reasons​

You can define acceptable reasons for a return:

  • DEFECTIVE: The product is faulty or broken.
  • WRONG_ITEM: A different item was shipped.
  • CHANGED_MIND: The customer simply no longer wants the item (buyer's remorse).

[!WARNING] Be cautious when enabling autoApproveLowValue. While it saves customer service time, it can be abused if the threshold is set too high or if fraud monitoring is not in place.

Common Issues​

  • Issue: Customers cannot initiate a return for a delivered order.
  • Solution: Check if the order's delivery date exceeds the Return Window (returnWindowDays) configured here. Once the window expires, the system automatically blocks return requests.