Customer Portal

Customers request returns and exchanges in the same places as the free plugin:

• My Account → Orders → View - the order page shows the request form
• My Account → Returns - lists their requests and statuses
• The Return Center page created with the [returndesk_portal] shortcode - for guests, who find their order with the order number and billing email (see the free plugin's Shortcode page)

Submitting a Return

1. Choose to request a return.
2. If Allow Partial Returns is on, select the items and quantities to return. Otherwise all eligible items are included.
3. Choose a return reason and describe the issue.
4. Choose a refund method - Store credit or Original payment method (whichever you've enabled).
5. Optionally attach photos or PDFs.
6. Accept the terms, if configured, and submit.

Submitting an Exchange

1. Choose to request an exchange.
2. Select the items (and quantities, if partial exchanges are allowed).
3. For each item, choose the replacement under Exchange with - only variations of the same product with the same price are offered.
4. Choose an exchange reason, describe the issue, and optionally attach files.
5. Submit.

See Exchanges for which items can be exchanged and how replacement orders are created.

Request Status Flow

pending --→ approved --→ Return: store credit coupon or refund by you
    │                    Exchange: $0 replacement order created
    ├--→ rejected
    │
    └--→ cancelled  (by the customer, by you, or by auto-close)

Customers can cancel their own requests while they are pending. On an approved request they see the refund method, the store credit coupon code (if any), the replacement order link (for exchanges), your guidelines and - if set - your WhatsApp support number.