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How to handle returns and exchanges

Store → Returns keeps every return and exchange, with a customer help page where customers track an order, ask for a return and read your answers.

Updated 2026-10-25

Returns keeps a record of what is coming back and what you did about it. Otto sends nothing to the customer and moves no money.

Where

Store → Returns.

Switch on the customer help page

  1. Under Customer help page, switch it on. Only someone who manages the business can.
  2. Set the Returns window in days and write Your returns policy, then press Save. Both show on the page.
  3. Share the address it gives you, or let your packing slips print it.

The page has three parts:

  • Where is my order? A customer types their order number and the email they ordered with, and sees whether it is being prepared, shipped or cancelled, with any tracking number. It is read from Otto's copy of your orders, so it is as up to date as Otto's last read of your store.
  • Return or exchange, below.
  • Questions: under Questions and answers, press Add a question, write the question and its answer, then press Save questions. Each question needs an answer.

For a return, a customer types their order number, the email they ordered with, and what they are sending back. The order must match both, and be inside the window. Each request lands here as requested, with a notice.

Work through a return

  1. Press a return to open it.
  2. Press Approve or Decline. Write the customer yourself to tell them.
  3. When the parcel arrives, press Mark received. To put an item back on the shelf, choose it under Put back on Stock when received first. This adds it back in Stock with a row saying it was returned.
  4. Press Close. If you refunded the customer in your store, type the amount under Refund made in your store. Otto only records it.

Press Add a return to record one that came in by email or phone.

Good to know

  • One open request per order: a second one from the page is told it is already with you.
  • The page takes up to 50 requests a day.
  • A refund amount is shown only to positions that see money.