When return requests are made via the Returns Portal and are approved—whether automatically or by a user—the next possible actions are to receive, complete, or cancel the request. You can set up triggers to notify customers of each of these status updates, except for 'received'. Learn how to set up return request notifications here.

Canceling return requests are also possible before approving them. Refer to this article to understand Returns statuses in detail.

Permissions: Only users with Account Manager, Admin, and Manager access roles are able to view and manage return requests.

How to receive, complete and cancel return requests

1. Navigate to the Returns listing page on the Carriyo Dashboard. Use the search function or filters to find the desired shipment.

Receiving a return request

Receiving a return request means that the items have been received from the customer. Return requests can be updated to this state when the reverse shipment has been successfully updated to 'Delivered' (on which the returned quantity will be updated automatically) and items are received in the warehouse, but the entire process has not yet been completed.

This action will only change the received quantity and won't affect the status.

Completing a return request

This step, also known as 'receive and complete,' refers to the finalization of the process, including any refunds or payments that are due. It implies that the reverse shipment has been delivered, items have been received at the warehouse and any pending processes have been completed. This process will update the received quantity and move the status to 'Completed'. Once completed, it cannot be updated to 'Cancelled'.

The receive part of this status will only be visible if a return request hasn't been received previously.

Refund details can be recorded in the Refunds tab in the Return Request Detail page. Click on + Add refund button to enter the details and click on Save.

Canceling a return request

Return requests can be canceled both before and after they are approved. 'Cancelled' is a final status and cannot be changed.