Question 1

Can customers swap for a different size or colour?

Accepted Answer

Yes, through you. A return is either a refund or an exchange, and requests customers make from their account come in as refunds. For a swap, create the return from the order, choose Exchange, then pick the replacement on the return with Select Replacement Variant. If the customer has already asked for a refund on that item, decline or cancel that request first. When the exchange completes, Orbit creates a replacement order for the same customer, linked to the return, with its stock reserved.

Question 2

How does an exchange handle a price difference?

Accepted Answer

The value of the returned lines is credited against the replacement. If the replacement costs less, the surplus is refunded through the original payment. If it costs more, the balance stays on the replacement order for the customer to pay. Before you confirm, the Complete Exchange window shows the replacement value, the returned-goods credit and the outcome, and lets you choose to settle the money yourself instead. If the original order has no payment to refund against, the window tells you and you settle the surplus yourself.

Question 3

Can I set a return window?

Accepted Answer

Yes. In Settings > Return Reasons, set the number of days. It is counted from the latest delivery the store tracked, or from the order date when delivery was not tracked. Inside the window the customer’s order page shows Request Return; after it, the page says when the window closed and the API refuses late requests, including returns you create yourself. Leave the field empty and returns never close.

Question 4

Can small returns be approved automatically?

Accepted Answer

Yes. Set an auto-approve amount in your store currency. Requests worth that amount or less are approved the moment they are made, with the note “Auto-approved (under threshold)” and no reviewer named. Leave it empty and every return waits for you.

Question 5

Does completing a return refund the customer?

Accepted Answer

For an exchange, completing it settles the money: the credit is applied and any surplus is refunded through the original payment. For a refund return, completing it records the refund total against the return, and you issue the money from the order’s refund screen, capped at what is still refundable. The refund carries a reason, and anything that came back was already sent to Restock, Quarantine or Write off when you received it.

Question 6

Can I issue a partial refund?

Accepted Answer

Yes. On the order’s refund screen, set an amount per line, choose whether to refund the delivery charge, and pick a reason. The total is capped at what is still refundable on the order, so nothing goes out twice.

Question 7

How do return labels work?

Accepted Answer

Use a label from your carrier and add its tracking number, tracking link and label link when you approve the return, and Orbit keeps them with it. Through the returns API you can also record the carrier and what the label cost.

Question 8

Can I refund without the item coming back?

Accepted Answer

Yes. Resolve without return closes the return as completed with nothing received, for the low-value item you would rather the customer kept. It changes no stock and moves no money; issue the refund from the order as usual.

Question 9

Can guests or phone customers return something?

Accepted Answer

Yes, through you. Open the order and create the return yourself, choosing the lines and reasons. Customers with an account can also request from their own order page.

Question 10

Can I turn off customer return requests?

Accepted Answer

Yes. Storefront preferences has a switch for return requests and another for cancellation requests. Switch them off and the buttons leave the customer’s order page; you keep creating returns from the order.

Question 11

What emails does the customer get during a return?

Accepted Answer

Four: when they ask, when you approve, when you decline (with your reason), and when the return is completed. All four go out from your verified sender address with your branding. New requests also email the address you set for return requests, so your team hears about them.

Question 12

Is there a charge for returns, and what happens if I leave?

Accepted Answer

No add-on and no per-return fee: returns, exchanges, windows and auto-approval are in every plan, from £25 a month. Return postage is whatever you pay your carrier. If you leave Orbit, your orders export as CSV from the Orders list, and the returns API lists every return for your records. The 14-day trial needs no card.

Sell

Get paid

Market

Run

Build

Solutions

Company

Resources

Take it back.Keep the sale.

Two ways to settle a return.

Every return in one list, checked when it lands.

Approve or decline

Auto-approve the small ones

Check what comes back

Tell them to keep it

Swap the colour without refunding the order.

A linked replacement

Credit applied

The difference, settled

See it before you confirm

How a return looks from their side.

Started from the order

Your window, enforced

Your reasons, your wording

An email at each step

The returns jobs you stop doing by hand.

Window checks

Small returns approved

Four customer emails

Team alerts

Back into stock

On the original order

The rules you set once.

Your list, in your words.

Days from delivery.

A value, in your currency.

Six states, one per return.

Condition, then destination.

Full or partial, with a reason.

Account holders, or you.

Returns and exchanges, on every plan.

Solo

Team

Pro

Enterprise

Pick the one that sounds like you.

I sell things that come in sizes and finishes

I pay for a returns tool today

Returns questions, answered.

Where the rest of a return is handled.

Refunds with a reason, from the order

Where restocked and quarantined units go

The four return emails, in your branding

Set the rules once. Let the returns come in.

We value your privacy

Take it back.
Keep the sale.