# Managing self serve returns

When a customer submits a return request, you receive an email to review the request. You can approve or decline the request in your Shopify admin. When approving a return request, you can add exchange items, email shipping instructions and any return labels to your customer.

To review return requests, you need to be the store owner or have the **Orders** permission. Learn more about [*Staff permissions*](https://help.shopify.com/en/manual/your-account/staff-accounts).

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**Approve a return request**

You can review a return request and approve it. You can add exchange items to your return and select how your customer needs to return the products.

If your store and your customer's shipping address are based in the United States, then you can [create return labels directly in your Shopify admin](https://help.shopify.com/en/manual/fulfillment/shopify-shipping/shipping-labels/return-labels), and then email them to your customers.

After you create a return, a confirmation email is sent to your customer. If you create or upload a return label, then it's also included in the email.

**Steps:**

<details>

<summary>Desktop</summary>

1. From your Shopify admin, go to [**Orders**](https://admin.shopify.com/orders).
2. Click the order that you want to approve the return request for.
3. In the **Return requested** section, click **Review request**.
4. Optional: To edit a restocking fee or a return shipping fee, complete the following steps:
   1. In the **Summary** section, click **Restocking fee** or **Return shipping**.
   2. Enter a new restocking fee or return shipping.
   3. Click **Save**.
5. Optional: To add exchange items to a return, complete the following steps:
   1. In the **Exchange items** section, click **Add products**.
   2. Select the exchange items, and then click **Done**.
   3. Optional: To apply a product discount to exchange items, complete the following steps:
      1. Click **Apply discount** next to the exchange item's price.
      2. Enter a discount type, discount value, and a reason for discount.
      3. Click **Apply**.
6. In the **Return shipping options** section, select one of the following options:
   * Select **Create a return label in Shopify** to [create a return shipping label for your customer](https://help.shopify.com/en/manual/fulfillment/shopify-shipping/shipping-labels/return-labels). This option is available only if your primary location and customer shipping address are both in the United States.
   * Select **Upload a return label** to upload an existing return shipping label for your customer. You can upload a PDF or JPEG file for your return label or add a return label URL. You can also enter a **Tracking number** and **Shipping carrier**.
   * Select **No shipping required** to create a return without any return shipping information.
7. Click **Approve**.

</details>

<details>

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</details>

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<summary>Android</summary>

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After you receive and inspect the returned items, you can issue a [refund](https://help.shopify.com/en/manual/fulfillment/managing-orders/returns/creating-returns#refund), and [restock](https://help.shopify.com/en/manual/fulfillment/managing-orders/returns/creating-returns#restock-an-order) applicable items.

### Decline a return request <a href="#decline-return" id="decline-return"></a>

You can review a return request and decline it. You need to select a decline reason and create a decline message for your customer. A decline reason isn't displayed to your customer and is for internal use only.

After you decline the return request, your customer receives an email with the decline message.

**Steps:**

<details>

<summary>Desktop</summary>

1. From your Shopify admin, go to [**Orders**](https://admin.shopify.com/orders).
2. Click the order that you want to decline the return request for.
3. In the **Return requested** section, click **Review request**.
4. Click **Decline**.
5. In the **Decline reason** drop-down menu, select a decline reason. A decline reason isn't displayed to your customer.
6. In the **Message to customer** field, a message will appear based on the decline reason selected. Customize the message or leave as is for your customer and explain why you're declining the return request.
7. Click **Decline request**.

</details>

<details>

<summary>iPhone</summary>

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</details>

<details>

<summary>Android</summary>

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</details>

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