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 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 online shop 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.

Voucher instead of refund

You can let the customer choose a voucher instead of a refund. This keeps revenue in the store. The feature is activated at the bottom of the return center page with two options:

• Offer the customer a voucher instead of a refund - Shows a checkmark in the customer's return flow where the customer can choose a voucher for the entire return
• Free return label when the customer chooses voucher - Doesn't deduct the return shipping, so the entire return value is paid out as a voucher. A great incentive to choose vouchers

When a customer has selected voucher, the return is shown in the overview with a Voucher label. When you approve the return, Shoporama automatically creates a gift card for the return amount, emails the code to the customer, and displays the code on the return case with a link to the gift card. The credit note is created as normal, so your accounting is correct; the voucher is a separate transaction on top.

So the customer either gets a refund or a voucher. Read more in Gift cards and vouchers.

Exchange instead of refund

If you have enabled exchanges on the return center page, the customer can choose to exchange for a different size or product instead of getting a refund. This is often the best solution for both parties: the customer gets the right one and you keep the sale.

An exchange is shown in the returns overview with an Exchange label. When you open the return case, you can see the items the customer is returning, the items the customer wants instead, and the difference between them (whether the exchange is more expensive or cheaper).

You approve an exchange with the same Approve button as any other return. Upon approval, Shoporama automatically creates two attachments:

• A credit note for the items the customer is returning
• A new order for the items the customer is exchanging for

The return case links directly to both the credit note and the new order, so you have a complete overview. You don't need to contact the customer about payment or excess amounts, the system takes care of that:

• If the exchange is more expensive, the customer is automatically sent a payment link for the difference and the return value is refunded to the card
• If the exchange is cheaper, the new order is covered by the return and the excess amount is sent to the customer as a credit or refund to the card, depending on what the customer chose in the return flow

Exchange is activated at the bottom of the return center page together with the voucher option. Read more about the entire flow in the Return Center article.

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 do I handle an exchange in the admin?
Exchanges are marked with an "Exchange" label in the overview. Open the return case to see the new items and the difference and click Approve. Shoporama automatically creates a credit note for the returned item and a new order for the exchange items, and sends a payment link or voucher to the customer.

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.

How do I give the customer a voucher instead of a refund?
Activate "Offer the customer a voucher instead of a refund" at the bottom of the Return Center page. The customer can then choose the voucher in the return flow and when you approve the return, a gift card for the return amount is automatically created and emailed.