Customer return form

Customers register a return in one of two places:

1. From their My Account order view – logged-in customers see the return form directly under their completed order. This is added when the plugin is activated, no additional configuration is required.
2. From a public page using the [arar_order] shortcode – useful for guest checkouts where the customer does not have an account, or are not logged in.

Both entry points use the same three-step flow.

Set up the public return page

1. Create a new WordPress page (for example Return your order).
2. Add the shortcode: [arar_order]
3. Publish the page and link to it from your store’s menu, order confirmation email, and/or customer service page.

The shortcode renders an order lookup form. The customer enters their order number and email address, and is then taken to the return flow for that order.

Customising the lookup description

You can change the text shown above the lookup form by passing a description attribute:

[arar_order description="Enter your order number and the email used at checkout to start a return."]

The return flow

When an order is eligible for return, the customer is guided through three steps.

Step 1 – Start the return

A short introduction with a Start a return button. Title, body text and button label are configurable under WooCommerce → Settings → Returns → Customer return form.

Step 2 – Select products

The customer selects the items they want to return and chooses the quantity for each line. Products excluded by setting or tag are not listed. See Excluding products.

Step 3 – Summary and confirm

Depending on your settings, this step asks the customer to:

• Choose return shipping – handle it themselves, or buy return shipping from the store. See Return shipping.
• Choose return or exchange – a refund, or an exchange that triggers a free-shipping coupon. See Exchange coupon.
• Optionally leave a message to the store.

The summary shows the return item total, any return shipping cost, and the resulting refund amount before the customer confirms.

What happens on confirm

• A new return order (shop_order_return) is created and linked to the parent order.
• The parent order is moved to Return pending status.
• The customer sees a confirmation message and receives an email (Customer registered return).
• The shop manager receives an admin notification email (Admin registered return).

The post-confirmation message and email content can be customised — see Return form text and placeholders.

Eligibility rules

A return cannot be created when:

• The order is not in Completed or Return pending status.
• The order is already fully returned.
• The configured Return limit (in days) has passed since the order was completed.
• The product is excluded from returns.