# Order returns

Order returns is a default feature you can disable or re-enable in your advanced order connection settings to allow Channable to receive and send order return information for compatible eCommerce platforms and marketplaces.

***

### How order returns work

#### 1) Customer requests a return on the marketplace

* Customer requests a return 
* Channable detects the request and displays it in the Orders > Returns overview.
* Channable creates a return request in your webshop’s backend, including details like address and invoice number.

#### 2) Your webshop → Channable (shipping info + status)

* You fulfill the return request in your back office and assign it a status. 

**Common status options:**

* **Accept:** You processed the return and refunded the customer.
* **Reject:** You didn’t receive or don’t accept the return and don’t issue a refund.<br>

**Additional status options (marketplace & eCommerce platform dependent)**

* **Repair:** You fixed the item and returned it to the customer without a refund.
* **Exchange:** You sent a replacement item instead of a refund.
* **Keep:** The customer is allowed to keep the item and receives a refund.
* **Cancel:** You cancelled the return request, with no refund.

{% hint style="info" %}
**Note:** You don’t need to update the return status for bol FBB orders, as bol handles the return process. Returns will appear as **Accepted** in your eCommerce platform.
{% endhint %}

#### 3) Channable → Marketplace (close the order)

* Channable checks the return status every hour&#x20;
* Channable updates the return status in the Product returns overview
* Once a status is set, Channable will relay that information back to the marketplace, who will use it to inform their customer of the outcome.

### Rate limits

Marketplaces may limit how many requests we can send in a short period of time. If you receive many returns at once, we might not be able to retrieve and update every return immediately.

To prevent delays and disruptions, process returns as soon as possible in your eCommerce platform.

{% hint style="warning" %}
We currently don't support Fulfillment by Amazon (FBA) returns.
{% endhint %}


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://helpcenter.channable.com/list-advertise/orders/processing-orders-returns-and-cancellations/order-returns.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.