Returns

Manage → Settings → Returns (vi: Quản lý → Cài đặt → Trả hàng) is the switch, and it is off until you turn it on. Accepting a return is a promise about money, and a default-on promise is one nobody at your shop made.

Once it is on, shoppers see the option inside Order history on their /account page, and requests land in Manage → Returns.

The window counts from the ORDER date, not from delivery

How long they have defaults to 30 days if you leave it blank. But that number counts from when the order was placed, not from when the parcel arrived — so on a four-day delivery your shopper really has 26.

This is the easiest promise to get wrong: you write "30 days from receipt" on your policy page, the system counts differently, and the person who discovers the gap is an annoyed customer. Quote the number in this box, or pad it to match the sentence you already published.

What a shopper may send back

Three gates, and each one is a different way a shop loses money:

• The order is paid and not cancelled. An unpaid order has no refund in it.
• It is still inside the window.
• Some of it is not already spoken for. This is the gate you cannot see without checking: a shopper files three requests, each asking for 2 of 3 shirts, and every one of them reads perfectly reasonable on its own. Units are subtracted line by line, so the total can never exceed what was bought.

The shopper picks items and quantities, gives a reason (damaged, wrong item, not as described, size or fit, changed their mind, other) and a comment. Each line's price is snapshotted from the order, never from what the request says — so nobody names their own refund.

The queue

Manage → Returns lists requests with order number, items, reason, value and status. Filter by status, or search the order number and the shopper's comment.

Six statuses, in the order the real work happens:

Status	Means
Requested	Just filed. Yours to answer.
Approved	You agreed; the goods are on their way back.
Rejected	You did not agree. The record stays.
Received	The goods arrived.
Refunded	Done.
Cancelled	The shopper withdrew it.

Refusing is not deleting. Refusing keeps the record, so the shopper has an answer and nobody on your team re-decides it from scratch next month. Delete is for good — keep it for junk.

Two money questions, deliberately separate

Record refund opens a dialog asking two things most systems collapse into one:

How much to refund. Leave it and it defaults to the value of the goods. Type more and the screen says one line — fair enough if you are refunding shipping, worth a second look otherwise. It does not block you; you are the one who knows what happened.

Whether these units can be sold again. A separate tick, because it is a genuinely different question. A torn shirt still gets a full refund and does not go back on the shelf; one somebody tried on and changed their mind about does. Tick it and the quantity goes straight back into your stock; un-tick it later and the stock comes back off. Collapsing the two would put damaged goods back into stock on every refund, and you would find out by selling one.

Internal note is for your team: what arrived, and what you decided. The shopper never sees it.

Our fault is a label for your own counting — it separates returns caused by the shop from shoppers changing their minds.

Who gets told, and when

Mail goes out at four moments, in two directions:

• A shopper files a request → you and your team are told (owners and admins). This is work that needs a person.
• You approve, refuse or refund → the shopper is told. This is the answer they are waiting for.

Recording a refund sends one email: the refund notice, not a received notice alongside it. Two messages about one event read as a system repeating itself.

Mail goes through the platform's mail server, or your site's own SMTP if you have set up the Mail app.

You can file one yourself

The create button in the queue is for the phone call, the walk-in, the order imported from another platform. It deliberately does not run the gates above — those exist to stop a stranger returning somebody else's goods, and you are the shop owner, who can already refund anything you like.

What you cannot do is record it as though the shopper filed it. The queue shows what you typed as exactly that.