When you click a return from the overview, you open the Return Detail page.
Here you can:
See what the customer returned and what they receive
Review payment, label, tracking, and actions
Add internal notes
Perform manual actions like cancel, reset or close
This guide walks you through each section step-by-step.
🔁 Return Details – Items, actions, and financial overview
This section gives you a full breakdown of:
What the customer sent back
What they’ll receive in return
How everything is calculated – including discounts, labels and refunds
🔹 Customer Returns (left column)
Shows:
Product title and variant (size, color, etc.)
Original price at time of order
Applied discounts or codes (e.g., “SAVE10”)
Subtotal – total after discount
Only the products selected by the customer for return are shown – not the full order.
🔹 Customer Receives (right column)
Shows what the customer will receive, depending on return type:
1. Exchange
The replacement product and variant
Price comparison (old price shown as strikethrough)
Applied discount shown if relevant
2. Gift Card
Shown as a gift card icon
Displays the value + any bonus (e.g. “+41.90 DKK”)
If already sent, the active code appears on the right
3. Refund
Displayed as a credit card icon
Shows refund value and method
Shipping refunds appear as negative lines (e.g. “–45.00 DKK”)
Hover icons to see value or product name.
🔹 Financial summary
Below each section, you'll see:
Subtotal
Return Label Fee – what the customer pays for the label
Shipping Refund – if outbound shipping is being refunded
Additional Payment – if the new product is more expensive
Refund – the final refund amount
This section is also visible to the customer in their confirmation view.
📝 Notes – Internal communication
Use this field to add internal-only notes
Notes are logged in the Return Timeline
Not visible to the customer
Useful for internal coordination and comments
👤 Customer – Info and editing
Displays:
Customer name, email, shipping address
Return address (your return destination)
Return and claim history count
Button to Go to Original Order in Shopify
Click the three dots for:
Go to Customer → Takes you to the Shopify customer profile
Edit Email → Updates email in both Returnflows and Shopify
Edit Address → Opens an editable form:
Change name, address, phone
Option to regenerate return label using updated info
Both old and new labels remain valid
📜 Return Timeline – Full event history
Logs everything that’s happened in the return process:
Return created
Label generated/sent
Tracking events (hand-in, transit, delivery)
Payment and refunds
Emails sent (click “View Email” → Resend)
Internal notes and status changes
This timeline is automatically updated and can't be manually edited.
🚚 Shipping Info – Shipping status and actions
Shows:
Chosen shipping method and carrier
Tracking number (clickable to open tracking page)
Label status and generation time
Buttons to Download or Resend the label
Supports both QR code and print-based methods.
🌐 Go to Status Page – Public customer tracking view
Opens the customer-facing status page, where they can follow the return journey:
Drop-off
Transit
Delivery
Completion
Accessible via unique link or via order lookup in the return portal.
No login required.
⚙️ Topbar actions – Control the return flow
✅ Close
Finalizes the return
Executes all return actions (refund, gift card, exchange) together
Partial processing is not possible
If you only want to accept some items – use Reset instead.
🔄 Reset
Deletes the return from the system
Keeps the same Return ID (based on the Shopify order number)
The return can be recreated from scratch
Use this when actions or product selection need to be changed.
🚫 Cancel
Cancels the return
Removes actions from Shopify
Sends an email to the customer (optional note can be included)
The return cannot be reopened
Use Reset if you want to allow the customer to start over.
🟡 Needs Review
Flags the return for manual review
Can be toggled on/off anytime
Not visible to the customer
Use for: failed payments, missing tracking, refund errors
🙋 Need help?
Not sure how to handle a specific case or customer situation?
💬 Chat with us – we’re here to help you succeed.