Returns and refunds
On this page
A return tracks goods coming back from a buyer. A refund records money going back to the buyer. They are separate on purpose: you can refund without a return, for example for a price adjustment, and you can take goods back before deciding on the money.
Returns are numbered RET-0001, RET-0002 and so on. You manage them from the order they belong to, and you can see every return in one list on the Returns tab of the Orders page.
Set your return policy#
Your return policy tells buyers what to expect. It is shown on the buyer's order page.
- Open SettingsStores and open your store.
- Under Return policy, click Set return policy or Change.
- Choose Accept returns and pick how many days after delivery buyers can ask, or choose Final sale, no returns or exchanges.
- Click Save policy.
Open a return#
You can return only items that have been delivered and not already returned.
- Open the order and click Returns.
- Click Request return.
- Under Items coming back, tick each line and set the quantity.
- For each line, pick a Reason: Damaged, Wrong item, Not as described, Changed mind, Size or fit or Other.
- Optionally add a Note with what the shopper told you.
- Click Open return.
Under each reason, Kartlo shows what will happen to the goods by default. Damaged items are written off when received. Everything else goes back on sale. You can change this when the goods arrive.
Return statuses#
| Status | Meaning | Buttons on the return |
|---|---|---|
| Requested | The return is open and waiting for your decision. | Approve, On its way, Receive, Reject, Cancel |
| Approved | You agreed to take the goods back. | On its way, Receive, Cancel |
| In transit | The goods are on their way to you. | Receive, Cancel |
| Received | The goods arrived and you decided what happens to each line. | Issue refund, Resolve |
| Resolved | The return is finished. | None |
| Rejected | You declined the return. | None |
| Cancelled | The return was withdrawn. | None |
Every change is added to the order timeline.
Receive a return#
When the goods arrive, receive them to decide what happens to the stock:
- On the return, click Receive.
- Check the quantity that actually came back on each line.
- For each line, choose Back on sale to add the units to your available stock, or Write off to record them as a loss.
- Optionally add a Receiving note about the condition on arrival.
- Click Confirm receipt.
Written-off units are still recorded in your stock history, so a loss never disappears without a trace. When every ordered unit has come back, the order's delivery status becomes Returned.
Issue a refund#
You can issue a refund from a received return, or from the Payments or Returns page of any order that has captured money.
- Click Issue refund.
- Check the figures at the top: Captured, Already refunded and Refundable.
- Enter the Amount. It cannot be more than what is refundable.
- Pick the Method: how the money goes back.
- Optionally pick the payment under Against a payment when the money is going back the same way it came in.
- Optionally add a Reason, a Reference such as a transfer reference, and a Note.
- Click Issue refund.
The order's payment status becomes Partly refunded or Refunded, and the buyer gets a refund email if that email is turned on. When refunds cover the whole order, the order status becomes Refunded.
The Returns list#
Open Orders and click the Returns tab to see every return across your store, with its order, customer, reason, date, status and refunded amount.
- Search by return number, order number or customer.
- Filter by status, or choose Still open to see returns that need action.
- Click a return to open its order.
Cancelling instead of returning#
If the order has not shipped yet, cancel it instead of opening a return. Cancelling puts the items back into stock. See Order lifecycle.