Customer Portal

Submitting a Return

Navigate to My Account → My Returns → Request a Return:

Select an eligible order.
Choose items and quantity (partial quantities allowed if Allow Partial Returns is enabled).
Select Return as request type.
Select a return reason.
Add optional notes.
Acknowledge terms if configured.
Submit.

Submitting an Exchange

With exchanges enabled, the form includes an Exchange option in the request type selector:

Select an eligible order and items.
Choose Exchange as request type.
Specify the desired replacement product (or note it in the custom notes field).
Select an exchange reason.
Submit.

ReturnDesk Pro does not automatically create a replacement order - it creates the exchange request record. Your team fulfils the exchange by creating a new order manually or through a custom workflow.

Request Status Flow

pending --→ approved --→ (refund triggered, restock triggered)
    │
    ├--→ rejected
    │
    └--→ cancelled

Exchange requests follow the same four statuses. The {type} token in emails distinguishes return from exchange communications.

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