Handle return requests from your website
Approve or reject a buyer's return, book the pickup or let them post it, mark it received, inspect it and settle it in store credit or a manual refund. Credit notes for GST are one click.
What the Returns page is for
When a buyer asks to return an online order, the request lands here. The chips at the top filter by status, with a count on each. Search finds an order number or a reason.
Click a request to open it. Everything you do with a return happens on that page: approve, schedule the pickup, mark it received, inspect it, and settle it.
Counter returns (items brought back to your shop) are made on the counter screen. They also show here as "Returned at the counter", already settled.
- You need the "Manage orders" permission to open Returns.
- Your return rules (window, video, pickup charge, how returns are settled) are in Settings → Returns & cancellations. The "Return settings" button opens it.
Settle a return in 5 steps
- 1
Open the request and check it
Returns → Requested
Read the Reason (for example "Arrived damaged") and the buyer's own words, watch the Evidence (photos or the unboxing video), and check the Returned lines and the window date at the top.
- 2
Approve it
Return page → Actions
Choose the Return method: Courier pickup or Buyer self-ships. For a pickup you can fill the Pickup slot, Courier and Tracking no. now, or leave them for later. For self-ship, type the address the buyer posts the parcel to.
Add a "Note to the buyer" if it helps, for example "Pack the item in its original box". Tap Approve (or "Approve & schedule pickup").
- 3
Track the parcel back
Tap "Mark in transit" when it is on its way, and "Mark received" when it reaches you. With Shiprocket or Borzo connected you can book the return pickup from this page too.
- 4
Inspect it
Open the parcel. If something is missing or used, type a Deduction in rupees and an Inspection note (staff only). Tap "Save inspection".
- 5
Settle it
Tap "Issue store credit". The page shows the sum first: lines − courier − deduction = credit to issue, for example ₹1,200 − ₹80 − ₹0 = ₹1,120. Confirm and the credit goes to the buyer's wallet.
Paid the buyer back by UPI, cash or bank instead? Use "Record a manual refund".
Issuing store credit can't be undone from this page. Check the deduction before you confirm.
Return statuses
- Requested: the buyer asked. Waiting for you.
- Approved: you said yes. Next, the pickup (or the buyer posts it).
- Pickup scheduled: the pickup has a slot, courier or tracking number.
- In transit: the parcel is on its way to you.
- Received: the parcel reached you. Inspect it and settle it.
- Resolved: settled with store credit, an exchange or a manual refund. Older returns marked Refunded show here too.
- Rejected: you said no, with a reason the buyer reads.
- Cancelled: closed without settling anything, for example when the buyer withdrew it.
Approving: pickup or self-ship
The buyer picks a method when they ask. You can change it while approving; the page tells you the change is recorded.
If the buyer chose self-ship and you switch to Courier pickup, the pickup charge is not taken from them: they agreed to no pickup charge, so this pickup is at your cost. You also have to type the pickup address, because the request has none.
Scheduling the pickup
"Schedule pickup" (or "Update pickup details" once scheduled) takes a Pickup slot (for example "Tue 14 Oct, 10am–2pm"), the Courier, Tracking no. and Tracking link. The buyer gets the tracking.
With a courier account connected (Settings → Shipping & delivery → Courier accounts), an approved pickup return without tracking also shows a button to book the return pickup with that courier. The reverse parcel then shows under Logistics, and on the order's Shipments as "Return pickup".
Inspect and issue store credit
Once a return is Received, the Inspection box appears. Deduction is for damage or missing parts. The Inspection note is internal and never shown to the buyer.
The amount to credit is worked out the same way Slaby will issue it: the value of the returned lines (what the buyer paid), minus the courier charge the buyer agreed to, minus your deduction.
The courier charge is 0 when the buyer self-shipped. With "Free pickup when it's your mistake" on, it is also 0 for reasons like "Arrived damaged", "Defective / not working", "Wrong item sent" and "Not as described".
If the deduction uses up the whole value, the button says Resolve and no credit is issued.
- Store credit is off until you switch it on in Settings → Returns & cancellations → Store credit, and your plan must include it. Until then, the page tells you to record a manual refund instead.
- Store credit expires after the days set in "Store credit" settings. The buyer can spend it at checkout.
- The Settlement card always shows Lines (buyer paid), Courier charge, Deduction and Store credit issued.
Record a manual refund
Use "Record a manual refund" when you paid the buyer back outside the store: UPI, cash or a bank transfer. Type the amount (the page suggests the lines value) and a note such as the UPI reference. The return is resolved with no store credit.
The buyer may also have asked for a manual refund; the page then tells you to record it instead of issuing credit.
Reject or cancel
Reject is your answer to a new request you won't accept. Type a reason, for example "Outside the return window". The buyer reads it, and it can't be undone.
Cancel is for an approved return that fell through, for example the buyer withdrew it on the phone. It closes the request without settling anything, and the buyer is told.
Credit note for GST
After money moves on a return, tap "Generate credit note". A GST-registered store gets a Credit note; otherwise it is a Credit memo. View and PDF links appear once it exists.
No credit note is made when no money moved, or when a refund was recorded without an amount.
What the labels mean
- Settlement asked
- What the buyer asked for: Store credit, Exchange or Manual refund.e.g. Store credit
- Buyer's store credit
- The buyer's store credit balance right now, before this return.e.g. ₹250
- Return method
- Courier pickup (you send a courier), Buyer self-ships (they post it to you) or Returned at the counter.e.g. Courier pickup
- Courier charge
- The pickup charge the buyer agreed to when asking. It is taken off the credit. Waived for self-ship.e.g. ₹80
- Deduction
- What you take off after inspection, for damage or missing parts. It can't be more than the lines value.e.g. ₹150 for a missing charger
- Lines (buyer paid)
- What the buyer paid for the items being returned, from the order.e.g. 2 × ₹600 = ₹1,200
- Evidence
- Photos or the unboxing video the buyer added. Your settings decide whether a video is required.e.g. video required by policy at request time
- Policy at request
- The rules when the buyer asked: store credit only or credit or refund, the courier charge and the window. Later setting changes don't change them.e.g. store credit only · courier charge ₹80 · window 168h
Your return rules
All of these are in Settings → Returns & cancellations.
- Return window: how long after delivery a buyer can ask. 168 hours (7 days) by default.
- Require an unboxing video: on by default.
- Offer return pickup: off means buyers must self-ship.
- Pickup charge (₹0 by default), and "Free pickup when it's your mistake".
- How returns are settled: store credit only by default.
- Open returns per buyer: 2 by default.
- Keep return photos and videos for: 90 days by default.
Read next
Common questions
- Can I give the money back instead of store credit?
- Yes. Pay the buyer by UPI, cash or bank, then tap "Record a manual refund" on the return with the amount and reference. Slaby doesn't send money for you.
- Why is the courier charge 0?
- Either the buyer self-shipped, or "Free pickup when it's your mistake" is on and their reason was damaged, defective, wrong item or not as described.
- The item came back used. Can I give less credit?
- Yes. After "Mark received", type a Deduction, add an inspection note, tap "Save inspection", then issue the credit. The buyer gets the lower amount.
- Why don't I see the Issue store credit button?
- The return must be Received first. If store credit is off in Settings → Returns & cancellations, record a manual refund instead.
- What is the difference between Reject and Cancel?
- Reject says no to a new request, with a reason the buyer reads. Cancel closes an approved return that fell through. Neither settles any money.
- Can a buyer return after the window?
- The storefront doesn't let them ask after the window closes. The return page shows "window closes" or "window closed" with the date.
- How do I book the return pickup with my courier?
- Connect Shiprocket or Borzo in Settings → Shipping & delivery → Courier accounts. An approved pickup return without tracking then has a button to book the pickup.
- Do I need a credit note?
- If you are GST-registered and money moved, yes. Tap "Generate credit note" on the return. It also goes into your GST reports.