> ## Documentation Index
> Fetch the complete documentation index at: https://docs.onecommerce.tech/llms.txt
> Use this file to discover all available pages before exploring further.

# Courier returns

> Book return pickups, reships and replacements from the chat.

> [!NOTE]
>
> Courier returns is an **add-on**, and needs [Shopify connected](/shopify/connect.md) and an account with a supported courier company. [Contact us](/help/contact.md) to add it, and to ask which courier companies are supported.

## Set it up (admins)

Open your initials → **Returns** and fill in:

* your **courier company** and your account details with them,
* the **warehouses** returns go back to (the first is the main one),
* the **message for the customer** when a pickup is booked.

Admins can always book. To let a team member book too, switch on **↩️ Returns** for them in **Team**.

## Book a return pickup

**1. Open the order**

In the chat, open **Orders** and find the shipped order.

**2. Tap ↩️ Return**

The form is filled in from Shopify: items, address, weight, and the warehouse it shipped from. Check it and book.

**3. Send the customer the message**

A message with the tracking link is ready in the reply box. Check it and send.

The inbox then follows the return and adds a note to the chat when the parcel is **picked up**, and again when it's **back at your warehouse**, so you know when to refund or replace. You can cancel a return until it's picked up.

## Send an order again (after RTO)

When a **prepaid** order comes back undelivered, **🔁 Ship again** shows on its order card. It books the same parcel out again with your courier, without a second Shopify order, and gives you the label and tracking.

## Send a replacement

For a delivered order, **🔄 Send replacement** books a replacement shipment. Adjust your stock in Shopify by hand.

## The Courier tab

The **Courier** tab in the Orders panel shows everything booked from the inbox in three lists: **Returns**, **Replacements** and **Sent again**, with each one's latest status.


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