Most merchants do not need to change these settings.

Please only make changes if you know how this affects what customers can return.

Example Unfulfilled Order: a merchant wants customers to be able to return an order as a quasi cancellation for their order when the order itself has not shipped yet. Note that we do not cancel the order; this must be done manually. The return portal is merely used for logging the customer's cancellation request. When staff sees such a return in the dashboard, they'd cancel the order in Shopify and mark the return as resolved.

Example Pending Payment: a merchant wants customers to be able to return an order when payment is settled in cash (e.g., courier), and there is a time delay in registering the transaction (manually) so the customer can already initiate a return.

Example Authorized Payment: a merchant wants customers to be able to return an order when payment has been authorized on the customer's end but not captured on the merchant's end. A payment usually goes instantly from authorized to paid in Shopify.

In your Rich Returns dashboard, navigate to Return-Settings / General / find the section below. Enable the options that fit your business processes and hit save at the bottom of the page.