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Approve or reject return requests

Updated May 31, 20262 min read
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Use this page to approve, reject, or edit return requests in the Carriyo Dashboard. For how customers create return requests, see Walk through the customer returns flow.

Once created, return requests appear in the Returns module of Carriyo as "pending", awaiting review by Customer Service agents. You can manage them by:

  • Approving a return request
  • Rejecting a return request
  • Editing a return request

Approve a return request

Navigate to the Returns menu on the Carriyo Dashboard:

Filter by selecting the "Pending" status filter to find requests awaiting review.

Click on the request to review the details:

Once you have reviewed the request, approve it from this screen by clicking the three dots icon.

Click "Approve". A pop-up asks whether you want to approve all quantities. If you don't approve all quantities, you can provide a rejection reason for the quantities you skip. You configure those reasons in the return request settings.

Once approved, you will get a confirmation message.

The "reverse shipment" block updates to show that a new reverse shipment has been created.

Click the reverse shipment information to open the reverse shipment screen.

The return request has been approved and is now pending receipt of goods.

You can also approve the request directly on the main screen at the line level:

Reject a return request

You can reject the request at the line level. Access the option by clicking the three dots icon:

You can also do the same in the request detail view:

Click Reject and select a reason for rejection:

Confirm your selection by clicking the Reject button:

The request status updates to "Rejected".

Edit a return request

If the request has not been approved or cancelled yet, you can edit it. The option appears on the main screen at the line level, or in the detail view of the request.

Editing the request lets you modify pickup information, such as changing the collection location. You can also adjust the resolution, for example, changing from refund to exchange, and select the return location.

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