When There Are No Returnable Items

A return is always against items that were shipped, so only fulfilled items can be returned. When an order has nothing that can be returned, the Create return page has no items to select and you cannot start a return. This article explains the situations where that happens and what to do about each, so you are not left wondering why a return will not start. Create a Return covers a normal return.

Why an order can have no returnable items

Before you begin

• Have the order's fulfillment state to hand, since an order that has not shipped, or one whose items were already returned, is the usual reason there is nothing left to return.
• Your role includes Manage returns and exchanges.
• Open Orders > Overview in the admin sidebar and open the order you were trying to return.

Steps

1. Check whether the order is fulfilled

Open the order and check its fulfillment. On the Create return page, the items you can return are listed under Select items to return, which is marked Fulfilled, because only fulfilled items are returnable. If the order is unfulfilled, there are no items to return and the Return option is not available; fulfill the order first if it should be returnable.

2. Check whether the items were already returned

If the order was fulfilled but still shows nothing to return, its items may already have been returned on an earlier return. An item that was already returned cannot be returned again, so no returnable items remain.

3. Check your return terms

If items are present but not offered for return, they may be excluded by your return terms, such as final-sale items. Confirm against your published policy, which Return and Refund Policy explains.

Best practices

• Fulfill before you expect a return. Since only fulfilled items are returnable, an order must be fulfilled before a return can start.
• Track what was already returned. If part of an order came back before, the remaining returnable quantity is reduced.
• State exclusions in your policy. Make any non-returnable items clear in your return and refund policy so customers know up front.

If something goes wrong

• The Return option is missing. The order is likely unfulfilled; a return needs fulfilled items, so fulfill it first.
• There are no items to select. Everything returnable may already have been returned, or the items are excluded by your terms.
• You cannot manage returns. Your role may not allow managing orders and returns. Ask an owner or admin.

Next steps

• Create a Return
• The Return Process
• Return and Refund Policy

Related articles

• Select Items to Return
• Exchange
• Fulfill an Order