Managing returns in the Shop app

Canceled orders and refunds

The following order cancellation and refund statuses appear in the app if the store has a profile in Shop:

• Cancelled: The store canceled your order, and it won't be fulfilled.
• Partially refunded: The store partially refunded your order.
• Refunded: The store fully refunded your order.

If you want to cancel an order or request a refund, then you need to contact the store that you purchased from. The process for starting a return or exchange depends on the store that you purchased from.

Start a return in the Shop app

Some Shop stores offer the option to start a return or exchange through the Shop app. You can view an order page in the Shop app to check whether in-app returns are supported for your order.

Steps:

1. From the Shop app, tap the Orders tab, and then tap the order that you want to return.
2. Depending whether the Start a return button displays on your order page, do either of the following:

• If the Start a return button displays, then tap Start a return, and then follow the prompts to start a return or exchange in Shop.
• If the Start a return button doesn't display, then contact the online store that you purchased from directly to request a return or exchange.

Manage a return in the Shop app

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

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, tap the Orders tab, and then tap the order that you want to manage a return for.
2. Tap Manage my returns.
3. Follow the prompts to make changes to your return or contact the store that you purchased from.