Introduction
Setting up returns helps you build customer trust and improve post-purchase experience. A clear return policy allows customers to raise return requests easily, while giving you control over return eligibility, reasons, and approvals. This article explains how to enable returns, manage return requests, and complete refunds on your SmartBiz store.
Prerequisites
Active SmartBiz store
Orders placed and delivered on your store
Razorpay account linked for refunds
This article explains how to:
Enable returns on your store
Configure return settings and policy
Manage and process return requests
Track returns using the Returns dashboard
Now you can set up returns on your SmartBiz store in a few simple steps.
Step 1: Enable returns on your store
Open the SmartBiz mobile app.
Go to Profile → Returns.
For new sellers: Tap Enable Returns on Store.
For existing sellers: Turn on the Accept Returns on Store toggle.
You can use the same toggle to disable returns at any time.
Step 2: Configure return settings
After enabling returns, configure how returns will work on your store.
Set the Return Window
Choose the number of days within which customers can raise a return request after delivery.Set a Return Fee (optional)
Add a fee if you want to charge customers for returning products.Configure Return Reasons
Select the reasons customers can choose while raising a return request.
You can edit existing reasons or add custom reasons.Tap Save to apply the settings.
Note:
If you update the return window later, new settings apply immediately. However, the return window shown to customers depends on the return window active at the time the order was placed.
Step 3: Set up return policy and FAQs
Review the default return policy shown on the Returns page.
Edit the policy content as per your store guidelines.
Add, edit, or delete FAQs related to returns.
Tap Store Preview (top-right corner) to preview how the policy appears on your website.
You can edit the return policy and FAQs anytime from the Returns page.
Step 4: How customers raise return requests
Customers go to My Orders on your website
They select the delivered order
They raise a return request within the return window
Customers can raise only one return request per order
Step 5: Review and act on return requests
You receive a push notification when a customer raises a return request.
Go to Profile → Returns → Return Requests.
Open a request to view:
Items requested for return
Reasons selected by the customer
Tap Message on WhatsApp to contact the customer and request product images, if required.
Approve or reject the return request for all items.
Tap Confirm to submit your decision.
Customers receive confirmation of approval or rejection on WhatsApp.
Step 6: Complete return and refund
Arrange reverse pickup using your courier or ask the customer to ship the product.
Inspect the product after receiving it.
If the product is in good condition, issue a refund using Razorpay.
Tap Return Processed to complete the request.
If the product is not received or the request is cancelled, tap Cancel Return instead.
Returns Dashboard overview
You can manage all returns from the Return Requests dashboard.
Pending: New return requests awaiting review
Approved: Requests approved and awaiting product pickup/receipt
Completed: Returns where refund has been issued
Rejected: Requests rejected with reason
Use these tabs to filter requests and take action quickly.
FAQs
Can customers raise multiple return requests for the same order?
No. Customers can raise only one return request per order.
Will customers see updated return settings immediately?
Yes. Updated settings appear immediately, but return eligibility is based on the return window active when the order was placed.
Do I need to approve each item separately?
You must approve or reject all items in a request before confirming.
How are refunds issued for returns?
Refunds are issued through Razorpay after you receive and inspect the returned product.