Return details
Click any row on the returns list to open its detail page. It shows everything about one return, and every action you can take on it.
Header
The header shows the return number (for example R-10482), its status badge, and the date and time it was requested. On the right:
- View on return portal opens the customer's status page for this return in a new tab. It's what your customer sees.
- More actions opens a menu of actions for this return's status (see below).
- The ‹ and › arrows jump to the previous (newer) and next (older) return. They move through all your returns by request date, ignoring list filters.
The back arrow returns you to the Returns list.
More actions
Only actions that fit the current status appear.
| Action | Available when |
|---|---|
| Mark as received | Approved and not received yet. |
| Resend notification | Any status except archived. Sends the customer the email for the current status again. Resolved returns get Refunded to original payment method. |
| Reject | Pending review or approved. Opens the Reject return request window. |
| Archive | Any status except archived. |
| Unarchive | Archived. Restores the status it had before. |
Progress and next step
A row of steps shows where the return stands:
Requested → Approved → Shipped → Received → Resolved
Green return returns skip shipping, so they only show Requested, Approved and Resolved. A rejected return shows Requested and then Rejected.
Next to the steps, the Next step panel tells you what to do and gives you the button for it:
| Next step | Buttons |
|---|---|
| Review the request | Approve, Reject |
| Waiting for the parcel | Add tracking (if there's no tracking yet), Mark as received |
| On its way back | Mark as received |
| Ready to resolve | Refund or Create exchange |
| Closed | None |
While a return is approved, Refund (or Create exchange for exchanges) is always available here. You don't have to wait for the items to arrive.
Key facts
Under the steps, four facts give you the essentials at a glance:
- Order: the order number, linked to the order in Shopify. The Shopify return name appears next to it once the return is synced.
- Customer: name and email.
- Solution: what the customer chose, such as Refund · Store credit or Replace.
- Expected refund, Exchange value, Refunded or Exchanged: the money involved. For Replace returns, this shows the number of Items instead.
Items
The Items card lists every item being returned, with its image, title (linked to the product in Shopify), variant, SKU, unit price, quantity and line total.
Under each item, Return reason shows:
- The reason the customer picked.
- Any comment they wrote.
- Proof photos they uploaded, as thumbnails. Click one to open it full size.
For exchanges, a second list shows what the customer gets back. It's titled Replace to for same-item swaps, or Exchange for for different items. See Exchanges.
Money
The Money card shows how the refund adds up. It's hidden for Replace returns.
At the top, a badge shows Pending refund, Pending exchange, Refunded, Exchanged or Rejected.
The breakdown starts from Original order Total, the value of the returned items before discounts, and lists any of these that apply:
| Line | Meaning |
|---|---|
| Discount | Order discounts on the returned items. |
| Restocking fee | Deducted from the refund. |
| Return shipping fee | Deducted from the refund. |
| Return bonus / Exchange bonus | Extra value added because the customer kept the money in your store. |
| Exchange items | Value of the items sent in exchange. |
| Customer pays | What the customer owes when the exchange costs more. |
Tax on the returned items is included in the expected refund, but it isn't shown as its own line.
The bottom line shows Expected refund (or Refunded once done), where the money goes, and the amount. If a gift card or discount code was issued, its code appears here too.
Fees and bonuses are explained in Refunds.
Timeline
The Timeline is the full history of the return, newest first and grouped by day. It records when the request was created, approved, synced to Shopify, rejected, received, refunded, archived or unarchived, every email Falcon sent or couldn't send, labels and tracking updates, workflow runs, and staff comments.
Comments
Use the comment box to leave notes for your team.
- Type in Leave a comment...
- To attach files, click the paperclip. You can attach up to 5 files: JPG, PNG, GIF or PDF, up to 10 MB each.
- Click Post.
Comments are private
Only you and other staff can see comments. Customers never see them.
Sidebar
Shipping
- Method: how the customer sends items back, such as Merchant label or Ship on your own.
- Shipping info: the shipping status badge, carrier and tracking number (linked when there's a tracking URL), plus Download label (PDF) and QR code links when a label exists. While the return is approved, use Add tracking or Edit to enter or change details. This link doesn't appear for Green return returns.
- Label: for approved Merchant label returns that haven't been received, a box lets you create the prepaid label with Shippo. If Shippo isn't connected, it tells you to upload a label with Add tracking or connect Shippo. See Approve or reject a return.
- Shipping cost: what the return shipping cost you, for your own records. Click the pencil to enter it. When Falcon buys a label, it fills this in from the label price if the label is priced in the order's currency.
The Shipping info window has Carrier, Tracking number and Tracking URL fields. For Merchant label returns, it also has Return label URL (PDF), so you can attach a label you made elsewhere.
Customer
The customer's name links to their Shopify customer page, with a pencil icon to edit them in Shopify. Below it are their Contact information (email and phone) and Shipping address. Orders with no customer account show the name from the order, or Guest if there's none.
Tags
Add tags to group returns your way, like "VIP" or "Damaged in transit".
- Click the pencil next to Tags.
- Type tags separated by commas.
- Click outside the field. The tags save on their own.
When a return has no tags yet, the field is already open.
A return can have up to 40 tags. Filter by tag on the returns list.