📦 Request workflow

New Workflow for Merchants to Process Customer Requests

We are excited to announce a new workflow for merchants to process customer requests. This new update will allow merchants to easily manage customer requests, providing a streamlined experience for both parties. With this new workflow, merchants can quickly view and approve exchange & return requests, as well as manage their inventory in real-time.

We have heard from many merchants that managing customer requests which have multiple items has been a challenging process. With this new workflow, we hope to simplify this process and provide a better experience for our merchants.


Before we take a look at what is new, let’s quickly go through some definitions.

  • Request: A request is a collection service that the shopper has requested on an order that they had placed. A request can contain multiple line items, which are returns or exchanges.
  • Line Items: Line items are individual service requests that make up a Request. A line item can be a Return line item or an exchange line item.

Note for Merchants: These changes will only affect the Admin flow. If you use our store or warehouse portals, they will still function as earlier. If you have multiple users with selective permissions such as warehouse or store, you will still be on the old workflow for managing customer exchange requests. We are working on incorporating this feature for all users and will update you as soon as it becomes available.

What’s new:

Improved requests table

Let’s take a look at the new and improved requests table.

In this table, the line items are grouped according to the requests that they are a part of. You will see requests here, along with some information about the request, and the quick actions you can take based on the request’s current status.

A request’s status is the same as the line item status that is at the earliest stage of processing. For example, if there is a request consisting of three line items, and the following are their statuses:

  • Awaiting refund approval
  • Refund rejected
  • Exchange success

So, in the above case, the request status will say Awaiting refund approval.

Every table that shows you the requests will follow the new view, though the actions may differ based on where you are viewing the request. So, the requests accessed through the Your Workload section on the overview page will have actions that are applicable to those requests.

Note: We are not making any changes to the store or warehouse environment. Since both will function on the basis of earlier workflow we will redirect you to the respective tab.

Note: We are not making any changes to the store or warehouse environment. Since both will function on the basis of earlier workflow we will redirect you to the respective tab.

Request awaiting approval

Requests awaiting qualification:

Locked Requests:

Requests older than 30 days that require closer inspection:

Requests created with Self-Ship or requests that are pending at the warehouse:

This is an expandable row on the table. You can expand the request by clicking on the (>) button or by clicking anywhere on the row.

If there are multiple line items, they will be shown right here.

The line items are shown with information that you can use to process this request just from this table.

Here are the actions that you can take from this table:

  • Request level action
    • Approve a request
    • Qualify requests that are awaiting qualification approval
    • Unlock locked requests
  • Line item level action
    • Reject line item
    • Choose disposition:
      • Restock products
      • Don’t restock products

If any requests require a closer examination, you can click on the request name, and that will take you to the request details view. (explained below)

If any line items require a closer examination, you can click on the line item name, and that will take you to the request details view. (explained below)

Additionally, you will also see icons for:

  • Customer comments (Any comment that your shopper had added while creating the request for this line item).
  • Internal Notes (Any internal comments a different user has added to this line item).
  • Keep item (If this product was not to be returned by the shopper, according to your rules).

Request Details View:

The request details view is the place where you can see all the information relating to that request. Let’s see how it looks:

  • You can switch between the information on the left card. It gives you the following information.

    Customer Info:

  • Shipping Info:
  • Payment Info:

    You can take action from these cards as well, depending upon the requests.

    Actions possible:


    • Send a shipping reminder Email.
    • Download and E-mail the label and packing slip.


    • Copy the payment link, and send it to the shopper.
    • Send payment reminder E-mail to the shopper.

    You can also see the request timeline here. This will give you an event-based based breakdown of the actions that have happened on the request.

    On the right-hand side, you will see the details, which include the items in the request, the detailed amount breakdown, and the actions you can take on the line items.

    You can choose multiple line items to process at once, or you can process each one individually by clicking on “Details” or by clicking on the product name.

    You can also lock, or cancel this request from this page.

If this request requires a warehouse intervention, you can also go to the warehouse portal from here, provided you have access to it.

If you wish to see the line item details, you can do that by clicking the product name, or details link next to it.

The line item details page provides all information related to a line item. It displays whether it is a return or an exchange, the reason for the return, and any sub-reasons, as well as any customer comments or media uploads.

On the right-hand side, you can see the rules applied to this line item, the timeline, and any internal notes.

From this page, you can set the disposition and add a comment. You can also approve, reject, or qualify the line item based on its status.

Filters & Request statuses:

The statuses of the requests have also been changed to make the process more transparent.

We have overhauled the status of the requests and implemented a few new filters, as shown in the image below.