Return Editing

Updated 11 November 2026

Overview

This article explains the Return Editing page, which lets customers make changes to their returns before they are processed. What they can change is limited to the exchange shipping address and cancelling the return.

Use the menu on the left to quickly navigate this article.

Before you start

• A connected store with the shopper portal live. The controls appear on the shopper's status page.

Settings

In the admin, go to Shopper > Return Editing. Policy > General, Return management links here from its Shopper return editing line. Changes are saved with Save Changes in the bar at the foot of the page.

Editing options

• Return editing: when on, shoppers can change their return until the carrier has the parcel. When off, neither option below is offered. Default: on.
• Exchange shipping address: under What can customers edit? Lets shoppers update the shipping address for their exchange item. Greyed out while Return editing is off. Default: on.
• Cancel return: lets shoppers cancel their return before it has been processed. Greyed out while Return editing is off. Default: on.

Screenshot

Shopper > Return Editing, the Editing options card with Return editing on and both boxes ticked

Cancellation reasons

The card reads Choose which reasons shoppers can pick when cancelling a return. "Other" is always available.

• Why are you cancelling?: the reasons shoppers can pick: Exchange (size, color, or item), Refund option (credit vs. refund), Items in my return (add or remove items) and I decided not to return my item(s). Untick any you do not want. Other is always shown, so shoppers can describe a reason not listed above.

Note: Your own team's ability to edit a return is a separate toggle, Admin return editing, under Policy > General, Return management.

What the shopper sees

1. On their status page, an Edit your return card with Change Shipping Address and Cancel Return, for whichever options are on.
2. Change Shipping Address opens Edit shipping address for the exchange item.
3. Cancel Return opens Cancel this return?, which reads This cannot be undone. and asks Before you cancel, what were you hoping to change? with the reasons ticked here plus Other. Keep Return closes it; Cancel Return confirms.
4. After cancelling, the page heading reads Your return has been cancelled and the card This return has been cancelled shows your cancelled return message with a Start a New Return button.

Screenshot

The shopper's status page with the Edit your return card and the Cancel this return? dialog open

How it works

When a shopper cancels, ReturnZen voids the return label if the carrier has not scanned it and sends the Shopper return cancelled email when that notification is on.

The email adds one sentence that fits the return. When no label was ever issued, it reads "If you were sent a return label, it has been voided. Don't use it." When a label could not be voided, it reads "If you printed a return label, you do not need to use it." When a shopper tracking number is saved, the parcel is waiting at a pickup point, or an item is already recorded as received, it reads "If you have already sent the items back, reply to this email and we will sort it out." The sentence is left out when your store has no reply-to or support email. On an Instant Resolution return it has no label line and reads "Your refund for this return was already issued to your original payment method, and the return is now closed." or "The return was cancelled before any refund was issued." When ReturnZen cannot tell whether the refund was issued, neither sentence is printed.

A cancel made by your team in the admin sends the shopper no email. Only the shopper's own cancel sends it.

Important: A return that is already processed cannot be changed or cancelled from the status page. If a shopper needs a change after that, your team makes it on the return page with Admin return editing on.

FAQ

Can shoppers add or remove items from their return? No. Items in my return (add or remove items) is only a cancellation reason: the shopper cancels and starts a new return with the right items.

Why do I still see Cancel Return when I turned it off? Save the page. The status page reads the saved settings, and the bar at the foot shows You have unsaved changes until you click Save Changes.

Where do I change the message shown after a cancellation? Under Shopper > Portal Customization, the Cancelled return message card. See Portal wording.

Please reach out to support@returnzen.app with any additional questions.