Summary
The Returns Overview lists every return request your shoppers submit, with its status, items, reason and attachments, and is where your team approves or rejects a request, records the refund amount and method, and jumps to the original order or the return shipment. Reports & Analysis adds return rate, reasons and approval charts.Who it’s for
Customer service teams who manage return requests day to day, and operations teams who need to find a return parcel without logging into a carrier portal.Key benefits
- One list for every request. Pending, approved, rejected, shipping and refunded requests sit in one view, searchable by order ID.
- Approve or reject with the evidence in front of you. The request details show the customer, the items, the reason and any image the shopper uploaded. A rejection records a reason that the shopper also sees.
- Refund details stay with the request. Record the refund amount, refund method, cost and notes on each request, so finance and service teams read the same record.
- One click to the parcel. Each request links to the original shipment and to the return shipment, where tracking events and the label live.
- Return shipments stay separate from deliveries. In Shipment Overview, the Shipment Type filter isolates return shipments, and the same filter works in Reports & Analysis.
How it works
Statuses
A Rejected request can be changed to Approved. An approval cannot be reversed.
Request details
Opening a request shows the customer information, the returned items, the reason and the actions to approve or reject. Two editable sections hold your own inputs:- Refund: refund amount and refund method.
- Cost and notes: the cost of the return and free-text notes.
Finding the original order
The request carries the order ID of the original order. Because an order often has several shipments, check the items and the customer data to pick the right one. You can also search by customer email, postal code or customer name.Return shipments in Shipment Overview
Return shipments appear in Shipment Overview next to outbound shipments. Filter on Shipment Type = Return to list only shipments created through customer-initiated returns, and combine it with any other filter. The same filter distinguishes customer returns from undelivered parcels that went back to sender. Returns also has its own tabs in Shipment Overview.Deleting a request
Return requests and return shipments cannot be deleted by users. To have one removed, contact support with the order ID of the request or the shipment ID of the return shipment. Removal cannot be undone.Reports & Analysis
Under Returns > Reports & Analysis, two reports cover the last 30 days of requests:
The reports always show the last 30 days; a date range filter is not available. The whole report can be sent by email.
Set up in the portal
Go to Returns > Returns Overview.- Search by order ID or scroll the list. The status column shows where each request stands.
- Select a request to open its details: customer information, items, reason, attachment and the approve or reject actions.
- To reject, select Reject, enter the reason the shopper will see, and select Proceed.
- To approve, select Approve. The shipment status updates and the shopper is told the next step.
- To record the refund, select Edit, enter the refund amount and method, add cost and notes if needed, and select Save.
- Select Go to Return Shipment to open the parcel’s tracking and documents.
Use via API and MCP
- List return shipments with List Shipments (
GET /v5/shipment/list/, API reference). - Through the Perform.AI MCP server, your AI assistant can search return shipments with
list_shipments. See MCP tools.