Accepting Customer Return Requests

Overview

Cartly's self-serve RMA (Return Merchandise Authorization) feature lets customers request returns from their account page. You review and approve or reject each request from the admin panel.

How it works

1. Customer goes to My Account → Orders, opens an order, and clicks "Request Return".
2. Customer selects the item(s), quantity, and reason.
3. You receive a return request in Admin → Orders → Returns.
4. Approve or reject with an optional message.
5. On approval, a refund is automatically triggered and the customer is notified.

Return window

The default return window is 30 days from the order date. To change this, go to Admin → Settings → Returns.