Handle returns

The returns center in Shoporama gives you a complete overview of returns and makes it easy to manage returns from your customers. You can filter, search, browse through all your returns cases and export data to CSV.

Open the returns center

Go to Orders > Return Center in the menu. Here you'll see an overview of all returns with status, order number, product, reason and date.

Handle a return item

1. Open the return case from the overview
2. See the customer's return reason and any comments
3. Choose whether to refund, exchange or reject the item
4. Update status and save

Search and filter returns

The overview has a filter bar so you can quickly find exactly the returns you are looking for.

• Search by customer phone number, email, order number or return ID
• Status: All, New or Completed
• Reason: The dropdown shows all return reasons your customers have used, with the number in brackets, so you can immediately see which ones take up the most space
• Date range: From and to date so you can look at a specific month, quarter or campaign period
• Number per page: Switch between 10, 25, 50 and 100 rows per page

All filters can be combined and work simultaneously. Click the Reset icon on the far left to clear all filters. The number of returns matching your filters is shown immediately below the filter bar.

Export to CSV

You can export return data to a CSV file that can be opened in Excel, Google Sheets or Numbers. This is handy if you want to analyze return reasons, create monthly reports for your accounts or share data with a colleague.

Click the Download CSV button at the top of the page (or at the bottom under the table). While the file is being generated, the button will show a spinner and it will automatically reset when the download is complete.

The CSV contains the following columns:

• Order Return ID: The unique ID of the return
• Order ID: The ID of the original order
• Status: New or Completed
• Product: Name of the product
• Product SKU: Own ID/item number
• Reason: Customer's reason for return
• Created: Time of creation

The download respects the active filters. If you set a date range and reason before clicking Download CSV, you will only get the returns that match. If you want everything, simply reset the filters first.

If you set a date range, it will automatically be reflected in the file name (e.g. order_returns_2026-01-01_2026-04-30_20260422150000.csv), so you can recognize the export in the folder afterwards.

Customer return process

The customer can request a return from their order history in the online shop. They select the product they want to return, specify a reason and submit the request. You receive the return case in your returns center.

Handle returns via AI

You can ask an AI assistant to find returns for you, update the status and add notes to an order. The AI can quickly give you an overview of how many returns are open, what they are about and which ones are waiting for your processing.

Note that the AI cannot automatically issue a refund via your payment gateway. The actual refund must still be done via "Credit order" in the admin or directly with your payment provider. However, the AI can mark the order as returned and update your own notes.

Examples of prompts you can copy:

Show me all open returns from the past month.

Find the return on order 10245 and add the note "Item received in good condition".

How many returns have I received this week and which products are they for?

Read more about how you can manage your shop with an AI assistant in the blog post Now you can manage your entire webshop by chatting.

Credit note for returns

When you authorize a return, you can create a credit note directly from the order. Read more in the article Credit notes and refunds.

Return labels

If you have an integration with a shipping provider (e.g. GLS, PostNord or DAO), you can create return labels for the customer directly from the order.

Troubleshooting

• Customer cannot create returns - Check that the return function is enabled and that the order has a status that allows returns (typically "sent")
• Return center does not show all cases - Use the search and filter functions to find specific return cases or click Reset to remove active filters
• Inventory not updating - Inventory is not automatically updated on returns - you need to manually adjust inventory if the item can be resold

Frequently asked questions

How many returns can I export at once?
There is no upper limit. Large exports may take a moment, but the button shows a spinner so you can see it working.

Can I export all returns since January?
Yes, you can. Set the From date to January 1, leave the To field blank (or set today) and click Download CSV.

Can I see which reasons my customers give most often?
Yes, you can. The reason dropdown shows each unique return reason with the number in brackets. The reasons are sorted so the most frequent is at the top.

How do I use the CSV in Excel to count returns per reason?
Open the file, select the Reason column and use Insert > PivotTable. Drag Reason in as both row and value (with counter). You'll get an overview in seconds.

Does the CSV contain deleted products?
Yes, but if the product is deleted, the product name will be empty. The return ID, SKU and reason are still included, so you won't lose the history.

Can I export multiple online stores at once?
No, you can't. Each online shop has its own return center and its own CSV. If you have multiple shops (e.g. a Danish and a German version), you need to log in to each shop and download separately.

Can I filter on multiple reasons at the same time?
Not at the same time. You can select one property at a time. If you want multiple reasons, you can download the entire file without the reason filter and sort/filter in Excel.

Can I save my filter settings?
Not as a bookmark in the system, but the URL is updated every time you change a filter, so you can save the URL as a bookmark in your browser and go directly to the same view next time.

What do "Partial return" and "Full return" mean?
Full return means that the entire content of the order is returned. Partial return is when the customer only sends back some of the products. Both are clearly shown in the overview.