> For the complete documentation index, see [llms.txt](https://zon.gitbook.io/zon/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://zon.gitbook.io/zon/zon-customer-accounts-and-return/how-can-returns-be-managed-with-zon-on-shopify.md).
# How can returns be managed with Zon on Shopify?🤔
To manage **returns and exchanges** through the **Zon app,** navigate to the **"Settings"** tab in the app and enable the **"Returns & Exchange"** feature.
Also, ensure that the **"Order status"** block for return has been added to the customer account to manage **returns and exchanges.**\
After selecting the **order status,** navigate to the **"Section Embed"** tab.
In the **"Order Actions"** section, click on **"Add App Block"** to add the **Zon Customer Account block.** This will display the **"Contact Us"** button on the **customer account** frontend, allowing your clients to **contact** you directly.
Now Click on **"Add App Block"** in the **"Order Details"** section to include the block for **returns and exchanges.**
\ **Note:** Additionally, make sure to disable the "Self-serve returns" option from the Shopify customer account settings.\
\
Now, on the **customer account** **front page**, navigate to the **"Orders"** tab. By clicking on an order, you will see options to **cancel the order** and **initiate a return.**
If the **order is unfulfilled**, your clients can **cancel** it directly. They just need to click on **"Cancel,"** provide the **cancellation reason,** and click **"Confirm Cancellation"** to cancel the order.
\
\
For **fulfilled orders,** **returns and exchanges** can be managed through **Zon app.** Clients can conveniently **request a return or exchange** directly from the customer account page.\
\
**For example,** from the **front-end customer account,** if a client wants to return an already fulfilled order, they can simply click on **"Initiate Return"** and then **expand** the section at the bottom.\
**Customers** can either select a **predefined reason** or type a reason in the **"Reason Note"** section. Additionally, they can **upload a file** to assist you in approving their **return request**. If the order contains **multiple quantities,** customers can **specify** the **quantity** they wish to return.
We offer **three return payment** options for your clients:
1. **Refund to Original Payment Method:** The refund will be processed to the same payment method used for the purchase once the return request is approved.
2. **Exchange:** Clients can use the refund amount to purchase other products from your store.
3. **Store Credits:** The refund amount will be added as store credits, which clients can use anytime for future purchases.
\
\
After selecting their preferred **type of return payment,** customers can choose one of the following **return methods:**
1. **Ship Back By Myself:** Customers handle the shipping of the returned product themselves.
2. I**n-Store Return:** Customers return the product directly at your physical store.
\
\
After selecting the return method, customers can click on **"Submit Request"** to complete the process.
**Once** **submitted**, customers will see a **confirmation** indicating that their return request has been **successfully submitted.**
**Now it's your turn. Open** the **Zon app**, and navigate to the **"Returns & Exchange"** tab. Here, you will find the **return request**, click on it to **review** the details.
\
From there, you can **approve or decline** the request after reviewing the order details and the customer's return request.
\
\
Once you **accept the request**, your clients will receive a **confirmation email**. Additionally, they can view the **updated status** in their **customer account** and proceed to **ship their package.**\
\
Once you **receive the package,** you can mark it as **"Package Received"** in the app. Additionally, you can **restock** the product directly by clicking on the **"Restock"** option in **Zon app.**
\
Once the **package is received,** you can **generate a refund** through the **Zon app.** Review the **return summary,** select the **preferred refund payment method,** either the **original payment method or store credit,** and then click **"Refund"** to complete the process.\ **Note:** This refund is a one-time process and cannot be reversed. Please review all details carefully before proceeding.
After **completing the refund,** you can resolve the request by clicking **"Resolve"** at the top.
\
Your clients will also receive an **email notification** and can **check the status** of their return from their **customer account.**
This is how you can **manage returns** using the **Zon Customer Account🤩.**\
\
\
From the **Zon app dashboard,** you can view detailed **analytics** on c**ustomer activity, order return requests,** and more, allowing you to **track and monitor** everything effectively for your **convenience🤩.**
\
**Need more help?🤔** Watch this **tutorial video** or ping us in the **app’s chat box🤩.**
{% embed url="" %}