--- title: "How the customer registers a return in the online store" url: "https://support.acendy.com/en/article/new-article-739fc35e-896a-4736-ab0f-6272c42d39fa" language: "en" last_updated: "2026-09-08T13:50:53.055Z" --- # How the customer registers a return in the online store ## How the customer registers a return in the online store The customer reports the return herself from My Page. This article describes what she sees and does, so you can answer when she calls — and explains why the return button is sometimes not there. - \* \* ## Customer's flow, step by step **1.** The customer logs in and opens the order under **My Page > Order History** **2.** She clicks **Return items** **3.** She specifies how many of each item she is sending back. **4.** She selects a **reason for return** and can write a comment. **5.** If the store has Plus, she also selects **return shipping method** **6.** She accepts the return conditions and clicks **Register return** The return is created immediately, the return shipment is ordered from the carrier, and the customer receives the return label on the screen. - \* \* ## Label and QR code After registration, the customer sees **Download return label** on the order page. The label is printed and attached to the package. Whether she also receives a QR code depends on the return method — not on the carrier as a whole: | Return method | Customer receives | | --- | --- | | Bring, return to pickup point | Return label and QR code | | PostNord, return upon drop-off | Return label and QR code | | HeltHjem | Return label as PDF | | PostNord consolidated return | Return label as PDF | With a QR code, the customer can show the code at the return location instead of printing anything. Without a QR code, it states instead that she must print the label and attach it to the package before dropping it off. If the "Return registered" email has been sent, the text also says that the label is in her inbox. A return without a QR code is a normal return. Nothing has gone wrong. > **⚠️ Note** > Your terms and conditions text is displayed *before* the customer chooses a method, so it cannot be customized to the selection. The standard text promises a QR code. If you offer HeltHjem or PostNord consolidated, you should rewrite it under **Returns › Settings** - \* \* ## Email to the customer If the template **Return registered** is active, it is sent the moment the return is created. It contains the return number, the items being returned, the reason, the chosen return shipping method, and the return label — plus the QR code when the return method provides one. You will receive a notification about the return, with the return shipping method the customer chose, and the return will be logged in the order history with details of which items and how many are concerned. - \* \* ## When the return button is not displayed There are four reasons, and the online store indicates which one it is. | Situation | What the customer sees | | --- | --- | | The return window has expired | That returns are not possible after the number of days you have set | | Everything on the order has already been reported for return | That a return has been registered for all items in the order | | The order is a credit order or return order | No return button, and no message — it's not an order from which you can return | | You have turned off the return form | No return button anywhere | ### The return window The window is calculated from when the order was sent, with the number of days from your return settings. After that, the form disappears. ### “Already registered” is not the same as “arrived” An item is considered reported the moment the customer registers the return — not when the package arrives with you. This is why the button disappears even if nothing has been received yet. This is how it must be: without it, the same item could be reported again and again. If the customer has changed their mind and never sent the package, you can cancel the return from the order. Then the quantity becomes reportable again. See Receive and register returns in the control panel ### Credit orders and return orders The customer's order history also shows credit orders and return orders in addition to regular purchases. No returns are offered on these — it's not a sale from which items can be sent back. The form is closed both in the order list and on the order page itself, so the customer never encounters a return button that leads to a page without a form. - \* \* ## Multiple returns on the same order If the customer has bought three items and returned one, she can return the other two later. The form then only opens for what actually remains, and a line that has been fully reported is marked **Already returned**, instead of offering a quantity. There is one thing to know about the label: **a new return replaces the previous return label** on the order. The online store warns the customer about this above the form, so she has time to download the old label if she still needs it. One order always has one valid return label at any given time. - \* \* ## When the customer scans the QR code on the return form If you print the return form together with the shipping label, the QR code on the form points to the customer's return page for that specific order. The code is often scanned days later, on a phone that is not logged in. The customer will then first go to the login page, and directly to the return form for the correct order after logging in. She does not need to look up the order herself. The link lasts for 15 minutes and can only be used once. If it takes longer, she logs in the usual way and finds the order in her order history. - \* \* ## Tip - If the customer receives an error message when trying to register a return, the return method is the first thing to check. Test the same method yourself on a test order. - The customer can only report what she has actually purchased. If she bought two and tries to return three, the form stops her. - The comment field is worth reading. The reason is a selection from a list, the comment is the customer's own words — and that's often where you find out what was actually wrong.