Once a customer registers a return, the original order moves to Return pending status and a linked return order is created. From here, the merchant inspects, edits and finalises the return from the WooCommerce admin.

The Return order

Each return is stored as a separate order with the type shop_order_return.

The return order:

• Inherits its number from the parent order, optionally with the configured prefix and a sequence: {original_order_number} {prefix} {return_number}.
• Lists the items the customer selected, including quantities.
• Records the customer’s choices: return shipping option, return-or-exchange decision, and any message.
• Stores both the customer’s selections and admin notes in the order notes.

You can open a return order from the parent order’s Returns metabox or by browsing the Returns list.

The Return button on the parent order

On any On hold, Processing, Return pending or Completed order, a Return button is shown next to the WooCommerce Refund button.

This lets a merchant start a return on the customer’s behalf – useful for returns reported by phone or email. The flow is the same as the customer-facing one and produces the same return order.

Completing a return

To finalise a return:

1. Open the return order.
2. Adjust quantities or amounts if needed.
3. Use WooCommerce’s normal Refund button to issue the refund.
4. Optionally tick Restock refunded items so stock is increased.
5. Mark the return order as Completed.

When the return is completed:

• A refund is created on the parent order for the refunded amount.
• The Returned column on the parent order updates to show how many of each line item have been returned.
• The parent order’s status is updated according to the Completed return order status setting. If set to Do not change order status, the parent order is left as it is.

Free shipping

If you have Activate Free shipping coupon enabled and the customer chose to exchange items, the free-shipping coupon is created and made available to them. See Exchange coupons for more information.

Return shipping integrations

If the return shipping was created via Krokedil Shipping Connector, the return shipment number, label URL and QR code are stored on the return order and surfaced both in the customer email and the order notes.

For more information on Krokedil Shipping Connector, the see product page or documentation.

Email notifications

Two emails ship with the plugin:

• Customer registered return – sent to the customer when a return is registered.
• Admin registered return – sent to the shop manager when a return is registered.

Both can be enabled, disabled and styled under WooCommerce → Settings → Emails, like any other WooCommerce email.

Their content uses the same placeholders as the post-confirmation text – see Return form text and placeholders.