Managing returns in the Shop app

To cancel an order or request a refund, contact the store that you purchased from. The process for submitting a return depends on the store that you purchase from.

For full guidance on getting help with an order, including returns, refunds, contacting the store, and reporting an issue, refer to Reporting an order issue and getting help.

Canceled order and refund statuses

When the store has a profile in Shop, canceled orders and refunds have a status in the app, such as Canceled, Partially refunded, or Refunded. For what each status means, refer to Understanding order status updates in Shop.

Start a return in the Shop app

If a store offers the option to start a return through the Shop app, then the Start a return option is displayed on the order page. You can return By mail or In-store at an available retail location. The In-store return option is available only when your default shipping address in Shop is within 15 miles of a retail location. You can view and select the items that are eligible for a return on the return page.

If the Start a return option isn't displayed, then contact the online store that you purchased from directly to request a return.

Steps:

1. From the Shop app, go to the tab.

2. Tap the order with the items that you want to return.

3. Tap Start a return, and then select one of the following:

• To return your products to an available retail location, tap In-store. The Shop app generates a QR code for your return that you can present to staff at that location.
• To return your products by mail, tap By mail. The Shop app provides a shipping label after your return request is accepted.

4. Select the eligible items that you want to return, and then select a return reason for each item.
5. Tap Submit.

Manage a return in the Shop app

If you start a return in the Shop app, then you can view your return status and contact the store that you purchased from.

To edit a return, you must cancel the return, and then start a new return request.

If the in-app return option isn't available for your order, then contact the online store that you purchased from directly to manage your return.

Steps:

1. From the Shop app, go to the tab.

2. Tap the order for the return that you want to view.

3. To cancel your return request, tap Cancel return.

4. Optional: To create a new return request for that order, tap Start a return.