Overview

The returns system provides a structured workflow for handling product returns and refunds. Customers submit return requests, and shop owners approve or reject them from the admin panel.

Return Request Flow

1. Customer submits a return request with reason and items
2. Shop owner receives a notification
3. Shop owner reviews and approves or rejects the request
4. If approved, a refund is processed

Return Reasons

• Defective product — Item arrived damaged or broken
• Wrong item received — Different item than ordered
• Not as described — Product doesn't match the listing
• Changed my mind — Customer no longer wants the item
• Other — Any other reason

Managing Returns

Navigate to Shop > Returns in the sidebar.

Filters

• Pending — Awaiting your decision
• Approved — Returns you've approved
• Rejected — Returns you've declined
• All — Everything

Approving a Return

When approving, the system validates that:

• The refund amount doesn't exceed the order total
• Previous refunds on the same order are accounted for
• The refund is idempotent (can't be processed twice)

Partial Refunds

An order can have multiple return requests. Each subsequent refund is limited to: order total - sum of previous refunds.

Payment Gateway Fees

Refunds processed through Tap may incur gateway fees. These fees are the shop owner's responsibility and are not absorbed by the platform.