Managing return and exchange requests efficiently is crucial for maintaining customer satisfaction and operational control. With REX – Returns & Exchange, admins can handle the entire return lifecycle from a single dashboard.

All return and exchange orders can be managed from the Return Requests section.

1. Pending Requests

When a customer submits a return or exchange request, it appears under the Pending Requests tab.

What You’ll See

Each request includes detailed information such as:

• Return reason

• Return option (Refund, Exchange, Gift Card, Store Credit, etc.)

• Refund mode or exchange product selected

• Customer note

• Proof images (if uploaded)

Clicking on the order opens the Detail View, where you can take action.

Available Actions

✅ Approve Request

1. Click on the order

2. Click Approve

3. Select items to approve (if multiple items exist)

4. Choose courier, package, and pickup location details

5. Click Approve

What happens next?

• Pickup is scheduled from the customer’s address

• A tracking number (AWB) is generated

• A Return Request Accepted email is sent to the customer

• The order moves to the Active Return tab

❌ Deny Request

1. Click Deny

2. Select items to deny (if multiple items exist)

3. Add a reason for declining

4. Click Deny

What happens next?

• A Return Request Rejected email is sent to the customer

• The order moves to the Declined Requests tab

2. Active Return

All approved return orders appear in the Active Return tab.

Key Features

• View tracking number (AWB) and assigned logistics partner

• Track shipments by clicking the tracking number (redirects to courier website)

Post-Pickup Actions

Once the product is received, you can:

• Mark the order as Return Received

• Issue refunds

• Restock products

• Create exchange orders

• Generate gift cards or store credit

• Reschedule pickup

• Send the product back to the customer (if no issue found)

• Cancel the return shipment (Cancel AWB)

All actions are available from the Detail View.

3. Declined Requests

All denied return requests appear in the Declined Requests tab along with the rejection reason.

Admin Flexibility

• You can re-approve a declined request if required

4. Return Received

Once marked as received, orders move to the Return Received tab.

Available Actions

From this tab, you can:

• Refund the customer

• Restock products

• Create exchange orders

• Issue gift cards or store credit

• Mark the order as Sent Back

• Print credit notes

Additional Controls

• Cancel Return Received status if marked by mistake

• Archive completed return orders (moves them to Archived Requests)

5. Archived Requests

All completed return orders are stored in the Archived Requests tab for record-keeping and reporting.

6. All Requests

The All Requests tab displays every return order across all statuses:

• Pending

• Active

• Declined

• Return Received

• Archived

This provides a complete overview of your return operations.

Other Powerful Features

➕ Create Return Request (Admin-Initiated)

Admins can manually create return requests using the Create Return Request button if a customer is unable to submit one themselves.

🔍 Advanced Filters

Filter return requests by:

• Order date

• Return date

• Customer name

• Product title

• Return reason

• Return option

📊 Export & Print Reports

Export filtered reports in:

• PDF

• Excel

• CSV

• Print

You can also print reports directly using the respective buttons.

Why This Matters

By managing return and exchange orders efficiently with REX – Returns & Exchange, you can:

• Deliver a smooth post-purchase experience

• Reduce operational errors

• Maintain transparency with customers

• Strengthen brand trust and loyalty

Even when issues arise, a seamless return process can turn a negative experience into a lasting positive impression.