The returns list
The Returns page is where every return request lands. Customer requests from your return page, returns you create yourself, and returns made in the Shopify admin all show up here.
At the top of the page
Two buttons sit in the page header:
- Create a return opens a form to start a return for a customer. See Create a return for a customer.
- Export downloads a CSV of the requests that match your current tab, search and filters. See Exporting to CSV.
Tabs
Tabs split requests by their status. Each tab shows how many requests it holds.
| Tab | What it shows |
|---|---|
| All | Every request except archived ones. |
| Pending review | New requests waiting for you to approve or reject. |
| Approved | Approved requests that aren't refunded or exchanged yet. |
| Resolved | Requests that were refunded or exchanged. |
| Rejected | Requests you rejected. |
| Archived | Requests you archived. They're hidden from All. |
What each status means is explained in Return statuses.
Search
Type in Search returns, customers, orders… and press Enter. Search looks at:
- The return number (for example R-10482)
- The order number, with or without the #
- Customer name and email
- Tracking number
- Item title and SKU
Search isn't case sensitive and matches part of a word.
Filters
The most-used filters appear as buttons next to the search box. The rest are under More filters. Each filter takes one value at a time.
| Filter | Options |
|---|---|
| Request status | Pending review, Approved, Resolved, Rejected. Only shown on the All tab. |
| Reason | Your active return reasons. |
| Solution | Refund - Original payment, Refund - Store credit, Refund - Gift card, Refund - Discount code, Replace, Exchange. |
| Resolution status | Pending refund / exchange, Refunded, Exchanged, Not resolved. |
| Shipping method | Merchant label, Ship on your own, Green return. |
| Shipping status | No label yet, Label ready, In transit, Delivered. |
| Request date | Last 7 days, Last 30 days, Last 90 days, Last 365 days. |
| Order date | Same ranges, counted from when the order was placed. |
| Received / Restocked | Received, Not received. |
| Tag | Tags you've added to returns. |
| Destination | Countries from customers' shipping addresses. |
A filter with nothing to choose from (for example Tag before you've tagged anything) is greyed out.
Active filters show as chips under the search bar, like Reason: Too small. Click the × on a chip to remove that filter, or Clear all to remove every filter. Your search stays.
Pending vs. not resolved
Pending refund / exchange finds approved requests that still need money or an exchange sent. Not resolved finds requests that are pending review or rejected.
Saved views
A saved view remembers your current tab, search, filters, sort and page size, so you can get back to them with one click.
- Set up the tab, search and filters you want.
- Click Save view.
- Enter a View name (up to 40 characters) and click Save.
The view appears as a button next to the tabs. Click it to apply it again. To delete a view, open Save view and click the bin icon next to its name. Saving with a name you already use replaces that view.
Views stay in this browser
Saved views and column choices are kept in the browser you saved them in. Other staff and other browsers won't see them.
The summary bar
Above the table, the summary bar shows Showing N return requests for the current tab and filters. On the right:
- per page: show 10, 20, 50 or 100 requests per page. The default is 50.
- Columns: pick which columns to show.
- Sort: change the order.
Use the arrows under the table to move between pages.
Columns
The Return request column is always shown. It has the first item's image and title (with +N more if there are more items), the return number, and the order number. Click the order number to open the order in Shopify.
You can hide or show these columns:
| Column | Shows |
|---|---|
| Customer | Name and email. Shows Guest when there's no customer name. |
| Request date | Date and time the request was made. |
| Request status | The status badge. |
| Reason | Return reasons on the request. |
| Solution | What the customer asked for, such as Refund with Store credit below it. |
| Resolution status | Pending refund, Pending exchange, Refunded with the amount, or Exchanged. A dash means the request is pending review, rejected, archived before it was resolved, or was closed in the Shopify admin. |
| Shipping | The shipping method and its current shipping status. |
Sort
| Option | Order |
|---|---|
| Request date (newest first) | Default. |
| Request date (oldest first) | Oldest requests on top. |
| Last updated | Most recently changed requests on top. |
| Refund amount (high to low) | Highest refund total on top, counted after fees and before any bonus. |
Bulk actions
Tick the box on any row, or the box in the header to select every row on the page. The summary bar then shows N selected and these actions:
- Archive moves the selected requests to Archived. Requests that are still Pending review are skipped. Approve or reject them first.
- Unarchive (on the Archived tab) puts the selected requests back in the status they had before.
- Export selected downloads a CSV of only the selected requests.
A message confirms how many requests changed.
Archiving
Archive requests you're done with to keep your tabs tidy. Archived requests leave All and their status tab, and stay on the Archived tab. Nothing changes in Shopify.
You can also archive or unarchive one request from More actions on its detail page. See Return details.
Exporting to CSV
Click Export at the top of the page to download every request that matches your current tab, search and filters. Use Export selected to download only the rows you ticked.
The file is named returns-YYYY-MM-DD.csv and lists the newest requests first, up to 5,000 requests. It has these columns:
RMA, Request date, Request status, Order, Customer, Email, Items, Reasons, Solution, Shipping method, Shipping status, Tracking number, Currency, Expected refund, Refunded, Exchange total, Customer pays, Shopify return, Tags.
If nothing matches your filters, you'll see "There are no return requests to export with these filters."