This add-on manages returns from start to finish. A customer requests a return from their account, you approve or reject it, the customer ships items back with tracking, you receive them — optionally restocking — and then issue a refund through your normal payment method.

 Plan: Pro (Beta) Add-on: Returns / RMA: StoreEngine → Returns

What You Can Do

• Let customers request returns themselves from their account — no emails or calls needed.
• Track each return: requested → approved → shipped → received → refunded (or cancelled).
• Set an eligibility window and require proof photos for genuine returns only.
• Decide per item whether to restock it or write it off.
• Maintain a list of return reasons for analytics.
• Trigger refunds through your payment gateway when you mark a return refunded.

Turn On Returns / RMA

1. Go to StoreEngine → Add-ons.
2. Toggle on Returns / RMA.

Configure Your Return Policy

Go to StoreEngine → Settings → Returns. Here you set the rules that customers and staff work within.

Eligibility window

Set the Window (days) — how many days after an order is completed a customer can request a return. Set it to 0 for no time limit.

Return options

• Allow partial returns (per-line qty) — lets customers return some items or quantities from an order rather than the whole order.
• Restock returned items by default — automatically sets returned items to go back into stock when received.

Return shipping

Customers ship items back to your address using a courier of their choice, then submit the tracking number and proof photo through their account once posted.

• Who pays for return shipping? — choose Customer pays or Shop reimburses (the return postage is added to the refund).
• Require at least one proof photo — when ticked, the customer must upload a courier slip or package photo before they can mark the return as shipped.
• Return shipping address — the address shown to customers in the approval email. Leave blank to use your store address from General settings.

Returns page

By default, the “Request return” button and email link send customers to the built-in Returns tab in their account dashboard.

• Page (optional override) — keep Use the dashboard tab (recommended), or pick a custom page hosting the [storeengine_my_returns] shortcode if you want to override the default.

Click Save Settings when done.

The Return Workflow

Step 1 — Customer Requests a Return

The customer opens an eligible order in their account dashboard and submits a request, choosing items, quantities, a reason, and optional photos.

Step 2 — Approve or Cancel

Review the request under StoreEngine → Returns and click Approve. The customer is emailed instructions and your return address. You can Cancel at any point before refund.

Step 3 — Customer Ships It Back

After approval, the customer submits a courier name and tracking number (and proof photo if required). The return moves to Shipped.

Step 4 — Receive the Items

1. Open the return and click Receive.
2. Enter the received quantity per item.
3. Confirm.

Items marked Restock go back into inventory. Items not marked for restock cause no stock change — use this for damaged goods.

Step 5 — Issue the Refund

Click Refund. The return is marked Refunded and your payment gateway issues the money back. If your policy is Shop reimburses, the return-postage fee is added to the refund total.

Troubleshooting