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How do I manage returns?

The Returns System in Symphony gives you full control over how returns are processed in your store. From setting rules to managing customer requests and issuing refunds, everything can be done in one place.

 

1. Enabling the Returns System

Before customers can submit returns, you need to enable the feature.

  1. Go to Settings > Returns.

  2. Toggle the option Enable Returns.

  3. Click Save.


2. Configuring Return Rules

Define how returns are handled in your shop.

  • Eligible Products – Specify which products can be returned. Rules can be based on product attributes such as SKU or category.

  • Return Window – Define how many days after dispatch a return can be requested.

  • Webhook URL – Input a webhook to integrate return data with external systems (such as ERPs or fulfilment providers). When enabled, and a customer attempts to submit a return, we will POST the return details to the URL provided. The URL must respond within 30 seconds with a 2XX response code which indicates the return should be created.

 

3. Customising Return Statuses

Statuses help you track return progress.

  1. Navigate to Settings > Returns > Return Statuses.

  2. Add, edit, or delete statuses.

  3. Assign each one to a Global Status (Pending, Open, Closed).

  4. Apply a badge colour for clear visibility.

Default statuses include: Processing, Approved, Declined, Completed.

 

4. Customising your customer's experience

Use the Custom Fields plugin to build your returns flow. Add fields like Reason for return or Notes as text inputs or dropdowns. You can create as many fields as you need, and all customer responses will be captured and available when processing the return.

 

5. Managing Returns in the Admin Panel

All return requests are listed under Orders > Returns. 


 

Inside a return request, you can:

  • View customer and order details

  • Override RMA numbers

  • Check return items, quantities, and Custom Fields responses

  • Approve or decline the request

  • Change the return status manually

  • Once the return is approved, issue a refund for the requested items

 

6. Managing Notifications

Customers are automatically notified via email whenever there is an update to their return request. Notifications are sent when a return is:

  • Submitted

  • Approved

  • Declined

  • Updated with a change of status

When declining a return, you will see a modal where you can add a reason for declining. This reason will be included in the email notification sent to the customer, ensuring they understand why the return was not accepted.




7. Managing returns as an end customer

End customers can start a return if:

  • At least one item in the order is eligible for return

  • The order has been dispatched

  • They are still within the return window

When they click Start Return:

  1. A list of available items appears.

  2. The customer can select the item(s) and quantity they want to return.

  3. If the order contains serial numbers, they can either import or manually enter the serial numbers for each product.

The customer can then view their request under My Account > Returns.

 

✅  With the Returns System, Symphony helps you manage the entire return journey - ensuring customers have a smooth experience while you stay in control.