For store owners
Every return starts as an email thread
Without a return flow, customers write in, you ask which items and why, and then you work out the refund by hand.
Requests get lost, and refunds go out before anyone checks them.
Returns and Refunds
Returns and Refunds
Customers request returns from their order page. Nothing is refunded until you approve it.
- Online Store
- Multi-Vendor Marketplace
For marketplace founders
Who pays, and who approves?
On a marketplace, a return touches the customer, the vendor, and you.
You need clear rules for who approves the refund and who pays return shipping and payment fees, applied the same way every time.
How it works
From return request to settled refund
The customer asks
From their order page, the customer selects the items and gives a reason for the return or refund.
The request is routed
FlyCommerce routes each request based on product type and fulfillment status.
You see it in one queue
Admins and vendors manage incoming requests in the Return Requests queue, filtered by status.
You approve or decline
In the Refund Resolver workspace, review, approve, cancel, or resolve each refund, with activity log notes. No payment is processed until it is approved.
The customer sees the record
Order details show refund records, return reasons, and refund reasons, plus Refunded, Returned, and Net Paid amounts.
In your dashboard
Returns and Refunds, managed from one place
FlyCommerce lets customers request a return or refund from their order page. You review each request in one queue, and no refund is paid until an admin or vendor approves it.
Fully hosted. No setup. No hosting. No plugins. Just your store.
Availability
Where you can use it
Online Store
For brands and shops that sell their own products from one store.
- Included
- Fully hosted
Multi-Vendor Marketplace
For founders who run a marketplace where many vendors sell.
- Included
- Fully hosted
Returns and refunds FAQs
Can’t find the answer here?Contact support
Yes. Customers request a return or refund from their order page by selecting the items and giving a reason.
You decide. The refund shipping policy sets whether return shipping is paid by the customer, the vendor, or the platform.
Yes. You can refund the whole amount or part of it, choosing the amount and quantity. Partial returns restock only the quantity that was returned.
Vendor balances are reversed only after a refund settles. Refunded shipping is taken back from the vendor, and payment gateway fees come out of vendor earnings when the vendor is set as the fee bearer.
If you use the Avalara AvaTax certified integration, settled refunds are reported to Avalara automatically, and you get a warning if a report fails.
Handle returns without the email threads
Returns and refunds are part of FlyCommerce. Fully hosted, with nothing to install.