Managing Return & Exchange Requests

Learn how to process and track return/exchange requests from your customers efficiently.

Viewing Return Requests

Access Your Return Dashboard

1. Log in to your Seel merchant dashboard
2. Navigate to the "Returns" section
3. Here you'll see all return requests sorted by status

Understanding Request Statuses

Return Request Status

• Needs Review: Returns/exchanges that require your manual review. Customer has submitted request with required information (photos, descriptions). Waiting for your approval or rejection.
• Accepted: Return/exchange requests you've approved. Customer has received return label and will ship items back.
• Complete: Return process is finished. Refund has been issued or exchange item has been sent.
• Rejected: Return requests you've manually declined. Customer has been notified.
• Expired: Return requests that weren't shipped within your set timeframe. Automatically closed.

Return Shipping Status

• Pre-transit: Return label created but package not yet shipped by customer.
• In Transit: Package is on its way back to the return location.
• Delivered: Package has arrived at the return location. Ready for your processing.
• Exception: Shipping issue detected. May need your attention to resolve the delivery problem.

Processing Return Requests

Reviewing Return Requests

1. Go to return request details by clicking on the order number
2. Click on process
3. Choose to Accept or Reject the request

 

Accepting Returns

For Refund Requests

1. Review refund amount
   • System automatically calculates maximum refund (including tax)
   • Adjust individual item refund amounts if needed
   • Add shipping refund amount (if applicable)
2. Choose restocking options
   • Select whether to return items to inventory
3. Confirm refund
   • Refund will process through original payment method
   • Inventory will update based on restock selection
   • You'll see confirmation or any error messages

For Exchange Requests

1. Review exchange item details
2. Confirm exchange
   • System creates exchange order in original order
   • You'll need to:
     1. Release inventory hold
     2. Fulfill exchange item in Shopify admin

📝 Note: If exchange item is out of stock, you'll be prompted to process a refund instead.

Rejecting Returns

1. Click "Reject"
2. Enter rejection reason
3. Customer will be automatically notified

Additional Actions

Download Return Label

• Access shipping label if customer needs it
• Download and send to customer if they can't find original

View in Shopify

• Click "Order page" to see details in Shopify admin
• Track refund status
• View exchange items in original order

Syncing with Shopify

All actions automatically sync with your Shopify store:

• Refunds appear in order history
• Exchange items show in original order
• Inventory updates automatically