How do buyers return items, and what do I need to do?
Buyers ask for a return from the link in their order email. Faulty or damaged items are always accepted; change of mind only if you turn it on.
This guide is for store owners. Not you? Supplier guides
TL;DR: buyers ask for a return from their order link. Faulty, damaged, wrong or not-as-described items are always accepted, and the buyer picks a refund, replacement or repair. Change-of-mind returns are off unless you turn them on. You'll find every request in Sales → Returns.
How does a buyer ask for a return?
Every order email has a link to the buyer's order page. From there, Request a return lets them:
- pick the items and how many,
- say why (see the table),
- choose what they'd like, for a fault,
- add a note and up to 5 photos (location data is removed from the photos).
They can come back to the same page to see the status of each request. They can't ask twice for the same item: a second request gets a polite "you've already asked".
| Reason | Always accepted? | What the buyer can choose |
|---|---|---|
| Arrived damaged | Yes | Refund, replacement or repair |
| Faulty or stopped working | Yes | Refund, replacement or repair |
| Not as described | Yes | Refund, replacement or repair |
| Wrong item sent | Yes | Refund, replacement or repair |
| Changed my mind | Only if you turn it on | Refund |
The first four are Australian Consumer Law, so they apply whatever your policy says. Change of mind is your choice.
How do I turn on change-of-mind returns?
Sales → Returns → Change-of-mind returns has three options: No (the default), within 14 days of delivery, or within 30 days of delivery. The buyer's return page follows your choice straight away.
Who handles the return?
It depends on who sold the order:
| Your store | Who handles it | What you see |
|---|---|---|
| BTAB sells on your behalf (most stores) | BTAB, with the buyer and the supplier | An email, and the request in Sales → Returns marked "BTAB handles this" |
| You sell under your own business | You | An email, a badge on Returns, and Resolved… / Cancelled… buttons |
When you handle it yourself, mark it Resolved once the buyer has their refund, replacement or repair, adding a note the buyer sees (for example "Replacement sent, tracking …"). The badge clears when you do. Marking a return resolved doesn't move money: refund through your payment provider as usual.
What this means for you
- Nothing to set up: buyers can already ask for returns on faulty or damaged items.
- Decide whether you accept change of mind, and set it in Sales → Returns.
- If you sell under your own business, check Returns when the badge shows and close each request with a note.