Managing returns in the Shop app

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.

Cancelled order and refund statuses

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.

Request 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.

After you request a return, it's reviewed by the store that you purchased from, and you receive a notification in the Shop app indicating whether the return request is approved or declined.

Steps:

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

2. Tap the order that you want to return.

3. Depending whether the Request return button displays on your order page, do either of the following:

• If the Request return button displays, then tap Start a return, and then follow the prompts to start a return or exchange in Shop.
• If the Request 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, go to the tab.

2. Tap the order that you want to manage a return for.

3. Tap Manage my returns.

4. Follow the prompts to make changes to your return or contact the store that you purchased from.