Customer Portal
Where Customers Request Returns
| Customer | Where |
|---|---|
| Logged-in customers | My Account → Orders → View - the order page shows the return request form for eligible orders |
| Logged-in customers | My Account → Returns - lists their requests and statuses |
| Guests (or anyone) | A page with the [returndesk_portal] shortcode - the Return Center, where they find their order with the order number and billing email |
Submitting a Request
- Open the order (or find it in the Return Center).
- Review the items. In ReturnDesk (free), a request covers all eligible items in the order at their full quantity.
- Choose a Return reason (required).
- Describe the issue under Please describe your issue (required).
- Optionally click Add photo / file to attach JPG, PNG, WebP or PDF files.
- If a Terms & Conditions page is set, tick the acceptance box.
- Click Submit Request.
After submitting:
- The request is saved with the status pending.
- The customer sees your Customer Success Message.
- The New Request (Admin) and New Request (Customer) emails are sent (if enabled).
Request Status Flow
pending --→ approved --→ (you issue the refund in WooCommerce)
│
├--→ rejected
│
└--→ cancelled| Status | Label | Description |
|---|---|---|
pending | Return Request | Waiting for your review |
approved | Return Approved | You accepted the return |
rejected | Return Rejected | You declined the return |
cancelled | Return Cancelled | Cancelled by the customer or by you |
Customers (and guests, from the Return Center) can cancel a request while it is pending. After that, only you can change the status.
Partial returns (choosing specific items and quantities) are available in ReturnDesk Pro.