Requests

Requests (/returns/requests) is where customer-initiated returns arrive. Customers start their own; you decide.

Returns in your store

Customers start a return or exchange on the returns page in your own store (/apps/floormode-tracking/r, in your store’s look). The link in their order e-mails, the order page and Shopify’s order status page open their order directly; anyone else finds it with the order number plus email or postcode — no account, no login, no password reset at the worst possible moment.

The returns page lives in your storefront, deliberately separate from the merchant admin. You share its address (Settings → Fulfillment → Returns page, Open returns page); customers do the rest.

What the customer chooses

On the returns page, the customer picks:

The outcome — refund, store credit or exchange.
The reason — arrived damaged, faulty, wrong item sent, not as described, too small, too large, changed mind, arrived late, or other.

What happens next depends on your return settings and the parcel:

The returns page makes the label. With a carrier account that can make return labels, a complete return address and the page’s own labels switched on (Settings → Fulfillment → Return labels), the customer gets a prepaid return label, so the parcel is trackable from the moment it is created.
You send the label. When the page’s own labels are off, the carrier account cannot make return labels, or the label needs something first (the carrier’s approval, customs details), the request waits for you to send a label.
The customer sends it themselves. With no return carrier, no complete return address, a parcel abroad your carrier cannot declare, or dangerous goods, the page shows your return address and the customer ships the parcel on their own.

Reviewing a request

You review each request here and approve or decline it. The reason the customer gave is right there, alongside the order, so the decision is made with context rather than from a list of order numbers.

Request statuses

Status	Means
Requested	Submitted, awaiting your decision
Approved	Agreed — the customer can send it back
Declined	Denied
Received	The goods arrived back
Refunded	The money went back
Cancelled	Withdrawn

Where goods land against an approved request, completing their receipt refunds it, unless you untick that in the dialog. See Receipts.