Return rules

Return rules define for a product being returned:

whether the return is allowed or not
whether the request is approved automatically or not
the return reasons the customer can indicate
the days available to the customer to request it
the conditions under which a customer can request it

Return rules apply only to return requests made by customers from the site. For returns created directly from the admin and for all changes to returns from the admin, return rules are not applied.

Rule applicability

The factors that determine whether a return rule is applicable are:

whether the rule allows it or not
the order date
whether the billing address is for a company or an individual
the billing or shipping country of the order
the customer group
the product for which the return is requested

If multiple rules are applicable, the rule that comes first by position is applied. For example, if the applicable rules are those in positions 2, 3, and 7, then the rule in position 2 is applied.

If no rule applies, or the rule that applies does not allow a return, then the customer cannot request a return.

Manage rules

Return rules are managed in the admin under Settings > Returns > Return Rules.

The following table lists the information that can be configured for a return rule:

Limit rule application
Position	Position. If multiple rules are applicable for a product in a return, the rule that comes first by position is applied. For example, if applicable rules are those in positions 2, 3, and 7, the rule in position 2 is applied.
Name	Name used internally in the admin.
Information for the customer	Additional information for the customer about return conditions.
Allow return	Indicates whether the rule allows or does not allow returns. If it allows returns, you can indicate: whether it is approved automatically at the time of the request (the product will have status Approved) or later manually by a manager (the product will have status Pending approval) days, from the delivery date, to request the return. For example, if delivery was made on day 5 and you have 10 days to make the return, the last day to request the return is day 15.
Allow a customer to choose only certain return reasons	Instead of allowing the customer to choose from all return reasons, you can indicate which return reasons the customer can choose at the time of the return request. You can specify up to 100 return reasons per rule.
Orders from…	Apply the rule only to orders created from the specified date.
Orders up to…	Apply the rule only to orders created up to the specified date.
Orders billed to…	Apply the rule only to orders billed to individuals or companies. An order is billed to a company if the company name is present in the billing address.
Only for certain countries…	Apply the rule only to orders whose billing or shipping country is among those specified.
Only for certain customer groups…	Apply the rule only to orders whose customer belongs to the specified customer groups.
Only for products…	Apply the rule only to the specified products or only to products in the specified departments or only to products from the specified manufacturers or only to products that have the specified attribute values.

Create a new return rule

Go to the Settings section.
Go to the Returns subsection.
Click New Rule.
Fill in the fields as desired.
Click Add.

Edit a return rule

Go to the Settings section.
Go to the Returns subsection.
Select the return rule to edit.
Edit the fields as desired.
Click Save.

Note

Changing a rule only affects new return requests; it does not affect returns already created, regardless of their status.

Delete one or more return rules

Go to the Settings section.
Go to the Returns subsection.
Select the checkboxes on the right of the return rules you want to delete.
Click Delete. A new confirmation window will open.
Verify you selected the correct return rules and click OK.

Note

Deleting a rule does not affect returns already created, regardless of their status.