Approving and resolving return requests
Set your return policy, find incoming requests on the order list's returns tab, inspect the goods line by line, then refund the money or open an exchange.
A return is not a separate queue in your store — it is part of an order. It is always filed against one order, it moves that order's money, and deciding on it needs the order in front of you. So returns are worked from inside the order list, while the policy that governs them lives in store settings. This guide covers both: setting the rules once, and taking one request all the way through.
Antes de empezar
- A panel user allowed to open the settings section
- The Wallet plugin active if you want to refund to a wallet balance
- A shipping plugin if you want one-click return labels
Pasos
Las pantallas son ilustrativas; los datos de tu panel serán distintos.
Paso 1: Set your return policy
Ayarlar → İade Politikası holds every return rule for the store. With 'İade talepleri açık' off, customers cannot open new requests. 'İade süresi (gün)' counts from the delivery date — Turkish distance-selling law grants 14 days. With 'Talepleri otomatik onayla' on, a request is approved the moment it arrives. 'İade kargo ücreti' takes one of three answers: the customer pays, the store pays, or the store pays only on faulty goods.
Return settings
Set your return policy. These settings are shown to customers on your storefront.
açıkReturns enabled
Return window (days)14Counted from the delivery date.
kapalıAuto-approve requests
When on, a request is approved instantly and shipping starts
Who pays return shippingStore pays on faulty goodsReturn settings — vista de ejemplo del panel Paso 2: Choose the exchange, wallet and photo rules
Further down the same page you decide what a customer may ask for. With 'Değişim talebine izin ver' off, only refunds are possible. 'Cüzdana iadeye izin ver' works only while the Wallet plugin is active. 'Fotoğraf zorunlu' stops a request being opened without at least one product photo — the single most useful setting for damage claims. 'İadeye kapalı kategoriler' excludes groups you cannot take back, and 'İade politikası metni' is the explanation shown to the customer.
Return settings
açıkAllow exchanges
kapalıAllow wallet refunds
Only works while the Wallet plugin is active
açıkPhotos required
A request cannot be opened without at least one product photo
Non-returnable categoriesUnderwear, CosmeticsReturn settings — vista de ejemplo del panel Paso 3: Find the requests waiting on you
On Siparişler → Sipariş Listesi the 'İade' tab shows only orders that have a return. The filter panel adds three quick buckets: requests waiting on you, returns on their way back, and returns already paid out. If a customer asked by phone or e-mail, you open the request yourself: open the order, press 'İade oluştur', and enter the quantity and reason.
Orders
AllWaitingPreparingReady to shipIn transitDeliveredReturnsCancelledOrder / Customer Status Qty Amount Date MH-2810 · Elif Yıldırım Requested 1 ₺2,450 28.08.2026 MH-2794 · Burak Demir Approved 2 ₺780 26.08.2026 MH-2771 · Selin Aksoy In transit 1 ₺1,190 24.08.2026 Create returnOrders — vista de ejemplo del panel Paso 4: Approve or reject the request
The buttons on the order's return panel change with the stage. A new request offers 'Onayla' and 'Reddet'. Rejecting opens a dialog demanding a reason, that text is shown to the customer, and the rejection is final and cannot be undone — so write the reason plainly. After approving you track the parcel with 'Kargoya verildi' and 'Teslim alındı', or withdraw it with 'Talebi iptal et'.
RequestedReturn
Return reasonWrong sizeCustomer noteOne size too big, I would like the same model in a 40.Refund amount₺2,450ApproveRejectCancel requestRejection is final and cannot be undone. Write the reason clearly — the customer sees it.
Return — vista de ejemplo del panel Paso 5: Inspect the returned goods line by line
Once the parcel arrives the 'İnceleme' section opens. For each line you enter accepted and denied quantities and pick the condition: resellable, damaged, opened, missing parts or unusable. Tick 'Stoğa geri al' only for resellable items. 'İade yöntemi' chooses between refunding the original payment method and crediting the wallet. Completing the inspection creates a refund for the accepted quantities only.
Inspection
Assess the returned goods line by line. A refund is created for the accepted quantities.
Product Accepted Denied Condition Leather ankle boot — 41 1 0 Resellable Suede care kit 0 1 Opened açıkRestock
Tick only for resellable items
Refund methodBack to the original payment methodComplete inspectionInspection — vista de ejemplo del panel Paso 6: Open an exchange instead of a refund
If the customer wants a different size of the same item, press 'Değişim başlat' and pick a replacement product and quantity for each returned line. A new order is created automatically; any price difference is either sent as a payment link or collected on delivery. If the replacement is cheaper the exchange cannot proceed — settle that case as an ordinary refund.
Exchange
Replacement productLeather ankle boot — 40Quantity1If the replacement is cheaper the exchange cannot proceed — settle it as an ordinary refund.
Start exchangeExchange — vista de ejemplo del panel
Consejos
Returns still work without a shipping plugin
The 'İade etiketi oluştur' button appears only for stores with a shipping plugin, and the label is billed to your shipping balance. Without it the panel offers 'Müşteri kendi göndersin'; enter the tracking number and carrier once the parcel is on its way and the process continues identically.
Define your return reasons up front
The list a customer picks from is managed on the 'İade Nedenleri' screen. While it is empty the screen reads 'Henüz iade nedeni yok' and customers can only type free text; a handful of standard reasons is what later makes 'why does this product come back' a countable question.
Preguntas frecuentes
- Why is there no separate returns page?
- Because a return belongs to an order, the standalone queue was removed. Old links and the links in notification e-mails still work — they take you straight to the order concerned, or to the returns view of the order list.
- Why can I not see the wallet refund option?
- 'Cüzdana iadeye izin ver' only works while the Wallet plugin is active. Without the plugin, the inspection screen offers only a refund to the original payment method even if the setting looks enabled.
- Does an accepted item go back into stock automatically?
- No — you say so. The 'Stoğa geri al' checkbox on the inspection screen is per line, and with multiple branches you also choose which branch receives it. Leave it unticked for a damaged item and stock is not increased.
Complementos relacionados
Esta función está incluida en todos los planes — no requiere un complemento aparte.
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