The My Returns page gives your customers one place in the returns portal to check how a return is progressing and to re-download the documents they need, without contacting your support team.
How to turn on the My Returns page
The My Returns page is off until you enable it.
- Go to Returns → Settings.
- Open the Returns tab.
- In the Return options panel, turn on Show previous returns in the portal.
The page works on both portal templates, on desktop and on mobile.
Where customers find My Returns
Once the setting is on, a My Returns link appears in the portal:
- At the top of the page on desktop.
- At the bottom of the page on mobile.
The link is available on every page of the portal except the summary page, including the page where the customer downloads their label. If a customer opens My Returns part-way through starting a new return, the items and exchange options they had already chosen are kept when they go back.
For the rest of the portal journey, see Requesting a Return (Returns V2).
What a return card shows
Each previous return appears as its own card, showing:
- The return number
- The order number
- The return date — the date the customer submitted the return, or the date it was created where no submission date was recorded
- The number of packages
- The return type, for example Refund
- The overall return status
- The returned items, in a list the customer can expand or collapse
Return status is one of two values:
- Closed — the return has been processed or closed.
- In Progress — every other state, including a return waiting on a faulty-item decision and a return where label generation failed.
Deleted returns are removed from the page rather than shown as deleted.
Returns still in progress are expanded by default so the customer can see what is happening and what they need to do. Closed returns are collapsed by default, and the customer can expand one to see the full detail. Closed returns also drop the action buttons, and the badge changes to reflect the outcome — a refund reads Refunded, an exchange reads Exchanged.
The package delivery timeline
Each package shows a timeline with three steps:
Return submitted → In transit → Delivered
Steps the package has already reached are ticked. Steps still ahead of it are shown as outlines. Dates appear only against steps that have happened, and the delivery date appears under Delivered.
Alongside the timeline, the package shows its current status and a short message explaining what that status means — that the package is on its way once it is in transit, and that it has arrived at the warehouse once it is delivered. At the submitted stage the message prompts the customer to drop the package off with the carrier — for example, Drop off your package with InPost (recommended). No drop-off deadline is shown.
Documents customers can download
The actions on each package change with its state, so a customer only sees what is relevant:
Package state | Available actions |
Submitted | Find nearby drop-off points, Track package, and the return's documents: Download Label and Download Invoice, or QR Code for a return that uses a QR code |
In transit | Track package, and the return's documents: Download Label and Download Invoice, or QR Code for a return that uses a QR code |
Delivered | Track package only — the remaining buttons are disabled |
Drop-off points are shown only while the package still needs handing over, and the tracking link appears once tracking information is available.
When a label is not available
Situation | What the customer sees |
A label was generated successfully | An active Download Label button |
The customer provides their own label | No download buttons, and the text Return label: Provided by you |
Label generation failed | A disabled Download Label button, with the message "Your label will be available to download once it's ready" |
Returns with more than one package
Where a return covers more than one package, each package is shown separately and labelled Package 1 of 2, and so on. A single package is not labelled.
Every package keeps its own status, timeline, message, actions and label state. They do not move together — one package can still be waiting for drop-off while another is already in transit.
Returns can span several packages for two different reasons, and the page treats them the same way:
- Understanding split return shipments, where items from one order go back to different addresses.
- Understanding split labels (Returns V2), where a customer returns items to one address in more than one box.
When a customer has no previous returns
A customer with no returns to show sees a short empty state rather than an empty list.
Customers who can't start a new return
A customer who can't start a new return can still sign in to view their previous returns. This covers a customer whose return window has passed, a customer in a country no carrier covers, a customer whose items are all hidden from the return list by an advanced rule, and a customer whose order has already been returned in full. They land on the My Returns page and can still open the returns page, where every item is marked as not eligible for return and cannot be selected.
A customer whose order is marked as not eligible for return by an advanced rule, or whose order has not been delivered, still cannot sign in.