Set your return and cancellation rules
Decide how long buyers can cancel or return online orders, whether they send an unboxing video, if you collect parcels and for how much, exchanges, and whether returns settle as store credit or a refund.
What this page is for
These are the rules for online orders: when a buyer can cancel by themselves, when and how they can ask for a return, and how you settle it.
Changes apply to new requests. Open requests keep the rules they started with.
Switches and lists save the moment you change them. Number and money boxes have their own Save button. Reset puts a setting back to its default.
- The returns themselves are handled on the Returns queue page (link at the top).
- Counter (in-shop) returns are done on the counter screen, not here.
- Write the same rules in words in Settings → Store policies text, so buyers read what actually happens.
Set your return rules in 5 steps
- 1
Decide if buyers can return at all
Returns → Self-serve returns
On: buyers request a return from their order page. Off: no-returns policy; buyers contact you directly.
- 2
Set the return window
Return window
168 hours (7 days) after delivery by default. Type 72 for 3 days. 0 turns returns off.
- 3
Choose your proof and pickup rules
Require an unboxing video, Offer return pickup, Pickup charge
Keep the unboxing video on to cut false claims. If you collect parcels, set a Pickup charge, or 0 for free pickup.
- 4
Choose how returns are settled
How returns are settled
"Store credit only", or "Store credit or refund (buyer chooses)". A refund is one you record by hand after you pay the buyer.
- 5
Set the cancel window
Cancellations → Buyer cancellation window
0 means buyers must contact you to cancel. Type 60 to let them cancel for an hour after ordering, as long as you haven't dispatched.
Cancellations
"Buyer cancellation window" is in minutes after the order is placed. Buyers can cancel from their order page only before you dispatch. The most is 7 days (10,080 minutes).
Returns
- Require an unboxing video: buyers must upload a video with every return request.
- Offer return pickup: buyers can ask you to collect the parcel. Off: they ship it back themselves.
- Pickup charge: taken off the store credit when you collect a return. 0 for free pickup.
- Free pickup when it's your mistake: no pickup charge when the item arrived damaged, defective, wrong or not as described.
- Allow exchanges: buyers can ask for an exchange instead of only store credit.
- Open returns per buyer: how many unresolved requests one buyer can have at once, 2 by default.
- Keep return photos and videos for: after a return is resolved, its photos and videos are deleted after this many days (90 by default). The return record itself is kept.
Pickup charge: an example
- Kurta returned, paid ₹899, pickup charge ₹80
- Store credit ₹819
- Same, reason "arrived damaged", free pickup when it's your mistake on
- Store credit ₹899
- Buyer ships it back themselves
- Store credit ₹899
Store credit
"Store credit" settles returns as a balance buyers spend at checkout. It works only if your plan includes store credit; if not, the page shows a note and the switch has no effect yet. See Billing & plan to upgrade.
"Store credit valid for" is 180 days by default. Changing it never affects credit already given.
"Remind buyers before credit expires" sends one reminder this many days before unspent credit lapses, 7 by default.
The settings people ask about most
- Buyer cancellation window
- Minutes after ordering when a buyer can cancel themselves, before dispatch. 0 = they must contact you.e.g. 60 for one hour.
- Self-serve returns
- Buyers request returns from their order page. Off = no-returns policy.e.g. Off for made-to-order items.
- Return window
- Hours after delivery a buyer can ask for a return. 0 = returns off.e.g. 168 hours = 7 days.
- Require an unboxing video
- A video is required with every return request.e.g. On for electronics.
- Pickup charge
- Taken off the store credit when you collect the return.e.g. ₹80
- How returns are settled
- Store credit only, or store credit or a refund you record by hand (buyer chooses).e.g. Store credit only
- Open returns per buyer
- How many unresolved returns one buyer can have.e.g. 2
- Store credit
- Settle returns as credit for later orders. Needs a plan that includes store credit.e.g. On
- Store credit valid for
- Days newly given credit can be used.e.g. 180 days
Read next
Common questions
- How many days do buyers get to return an item?
- "Return window" decides it, in hours after delivery: 168 hours is 7 days. Type 72 for 3 days, or 0 to turn returns off.
- How do I stop all returns?
- Turn off "Self-serve returns". Buyers then contact you directly. You can also set "Return window" to 0.
- Can buyers get money back instead of store credit?
- Set "How returns are settled" to "Store credit or refund (buyer chooses)". You pay the refund yourself and record it.
- The store credit switch does nothing.
- Your plan doesn't include store credit yet. The note at the top says so. Upgrade in Billing & plan.
- I changed the return window. Does it affect returns already asked for?
- No. Open requests keep the rules they started with.
- Can buyers cancel an order themselves?
- Only if "Buyer cancellation window" is above 0, and only before you dispatch.
- How do I charge for return pickup?
- Keep "Offer return pickup" on and set "Pickup charge". It is taken off the store credit.
- Can I skip the pickup charge when the item was damaged?
- Yes. Turn on "Free pickup when it's your mistake".
- How long are unboxing videos kept?
- 90 days after the return is resolved, by default. Change "Keep return photos and videos for".
- Do these rules apply to counter bills?
- No. These are for online orders. Counter returns are done on the counter screen.