FAQ
Can customers exchange for a different product?
No. Exchanges swap an item for another variation of the same product with the same price - for example a different size or colour. For anything else, the customer can return the item and place a new order.
Does ReturnDesk Pro create a replacement order for exchanges?
Yes. When an exchange is approved, a $0 replacement order is created in Processing status with the new variation and the customer's addresses. See Exchanges.
Can I offer exchanges without returns?
Yes. Turn Enable Returns off and keep Enable Exchanges on - customers can then only request exchanges.
How do store credit refunds work?
When you approve a return where the customer chose store credit, ReturnDesk Pro creates a single-use WooCommerce coupon for the refund value, restricted to the customer's email, and emails them the code. No wallet plugin is needed.
Does ReturnDesk Pro refund the payment automatically?
No. For returns where the customer chose Original payment method, the Refund button on the request opens the WooCommerce order, where you issue the refund. Gateways such as Stripe and PayPal then refund the customer directly.
Is stock updated automatically when a return is approved?
Yes, if you turn on Auto Restock Approved Requests (Settings → Returns). When Auto Restock Approved Requests is on, approving a request - by you on the Requests tab, or by auto-approval - adds the requested quantities back to stock for products that manage stock. Each request is restocked only once, and an order note lists the products with their old and new stock levels. This applies to returns and exchanges (the returned item goes back into stock). Leave it off if you prefer to inspect returned items first and update stock yourself.
Do excluded categories apply to exchanges as well?
Yes. Excluded products and categories apply to both returns and exchanges.
Does ReturnDesk Pro send WhatsApp messages?
No. The WhatsApp Number setting shows your support number to customers on their requests so they can contact you. See WhatsApp Support Number.
What happens to pending requests when I change the auto-close days?
The new value applies from the next hourly run. Pending requests that haven't been updated for longer than the new number of days are cancelled at that run.