# Handle cancellations, returns and exchanges

> How customers ask to cancel, return or exchange, and how you approve, collect, inspect and refund — step by step on the Returns screen.

Product: NijeesWeb online store builder · Source: https://www.nijeesweb.com/docs/ecommerce/orders/returns-and-cancellations · Updated 2026-10-06

Customers ask to cancel, return or exchange from their order in *My Orders*. Each request gets an **RMA number** (such as `RET-261005-4340AF`) and appears on **Orders → Returns**, where you take it from request to refund.

![Returns and cancellations](https://www.nijeesweb.com/marketing/img/docs/ecommerce/admin/returns-1200.webp "Returns & Cancellations: every request with its order, type, refund, status and date")

## What customers can ask for

Depending on your [returns policy](https://www.nijeesweb.com/docs/ecommerce/orders/returns-policy) and each product's settings, a customer sees:

- **Cancel order** — before the order has moved past the statuses you allow (by default *Pending* and *Confirmed*), and within your cancellation window.
- **Return items** — after delivery, within the product's return window.
- **Exchange items** — after delivery, within the exchange window, for products marked exchangeable.

They choose the items and quantities, a **reason** (*Size or fit issue*, *Item arrived damaged* …) and can add a note. For damage, defects and wrong items they must attach a **photo**.

## The Returns screen

The badge at the top says how many requests are **awaiting your decision**. Filter by **Type** (Cancellation, Return, Exchange), **Status**, date, or search by RMA number or order id. Select **Manage** to open one.

![A return request](https://www.nijeesweb.com/marketing/img/docs/ecommerce/admin/return-view-1200.webp "A request: the customer, their reason, the items and the refund due — with Approve and Reject")

The request shows the customer, phone, email and reason; each item with its quantity and line refund; and the money: **Goods**, **Shipping refunded**, **Deductions** and **Refund due**.

## Cancellations

1. Select **Approve** — or **Reject**, typing a reason the customer will see (*The order has already been packed*).
2. Approving cancels the order: the items are put back in stock (if your policy restocks cancellations) and the refund is issued the way your policy says.

If your policy **auto-approves** requests inside the policy, cancellations happen straight away without you.

## Returns

1. **Approve** (or **Reject** with a reason).
2. Get the parcel back:
   - **Book reverse pickup** — Shiprocket collects it from the customer (when reverse pickup is switched on in your policy); or
   - **Mark picked up** — when you arranged the pickup yourself, or the customer posted it.
3. **Mark received** when it arrives.
4. **Record quality check & refund** — for each item, enter the **Accept qty** that passed inspection. Accepted units go back into stock if your policy restocks returns, and the refund is released. Or select **Complete without QC**.

When the refund is released depends on your policy: after inspection, as soon as the courier collects, or on approval.

## Exchanges

Approve the request and collect the item as for a return. The swap is then made according to your policy — a different size of the same product, any product with the price difference settled, or store credit to re-order. A replacement is raised as a new order, shown as *Replacement raised as ORD-…*.

## Refunds on a request

The **Refunds** part of the request shows each refund and how it was paid. For a manual refund (bank transfer or UPI, and always for cash on delivery), enter the **UTR** and select **Mark paid**. For a gateway refund, **Sync** fetches its latest state. **Issue remaining refund** pays out anything still due. See [Refunds and store credit](https://www.nijeesweb.com/docs/ecommerce/orders/refunds-and-store-credit).

## When the request is over

A completed or rejected request says *This request is closed.* The customer sees every step on their order.

> [!NOTE]
> Changing an order's status to **Cancelled** on the order screen is not the same as approving a cancellation here: it only changes the status, with no refund and no restock. Use this screen when money or stock needs to move.