The journey of one return request.
The same request, seen from both sides: what your customer does, and what you do.
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Find the order
Your customerTypes the order number and the email or phone already on the order.
YouNothing to do. Lookups are rate-limited, and every wrong answer looks the same.
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Choose items and reasons
Your customerTicks the items, says why, and adds a photo when your policy asks for one.
YouThe request appears in your queue as “Needs review”.
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Choose what they want
Your customerExchange, Shop now, gift card or refund, side by side, with the money for each.
YouYou see the choice per item. One request can mix an exchange and a refund.
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Choose how it comes back
Your customerA courier collects it from the door, or the customer takes a QR pass to a branch.
YouA pickup is arranged with your courier, or the branch handles it on the branch screen.
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Review and send
Your customerSees one money summary, the fee and the timing, then sends.
YouApprove, decline or ask for more information, item by item. Exchange stock is held while you decide.
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Receive and inspect
Your customerFollows the request on a tracker page.
YouScan the parcel, check every unit, choose what happens to it. Stock moves once.
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Settle
Your customerReceives the new item, the gift card by email, or the refund.
YouOnline orders are refunded through Shopify. Cash on delivery orders are paid out by hand and confirmed by a second person. Everything lands in the ledger.
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Learn
Your customer—
YouReasons, sizes and governorates tell you what to fix in the product page, not just in the return.
Tell us about your store.
Early access is by request. We read every message and reply by email.