How to change or cancel a return that was already requested

If the label has been created

1. In the side menu, go to Returns › Orders and open the return.
2. Click Cancel return, at the top right or under More actions.
3. In Do you want to cancel the return?, choose a reason and click Confirm.
4. The customer can then start a new return with the right items.

• Cancelling a return can't be undone.
• A gift card or promo code that was already issued isn't revoked automatically.
• If the return was an exchange, also cancel the exchange order.

If it has been collected or is at the warehouse

1. Open the return and click Approve or decline.
2. Mark the items the customer kept as Missing and untick Restock item at.
3. Click Submit.

• For an exchange at this stage, contact our support team and our specialised team will handle it.

If the return is completed

Contact our support team and our specialised team will review it.