Test the complete customer experience

Prepare a valid test order

1. 1

   Create an order with a customer email you control

   Use Shopify's supported test-payment method in a development store. Add two products or a quantity greater than one if you want to test multi-item exchanges.

2. 2

   Mark the order paid and fulfilled

   Eligibility usually starts at fulfillment. If the order remains unfulfilled, the customer may correctly see no eligible items.

3. 3

   Open the storefront as the customer

   Sign in to the customer account or use the order number and checkout email in the portal lookup form.

Submit the request

1. 1

   Choose item quantities

   Select the exact number of units being returned. One line with quantity 2 represents two units, and both must be accounted for in any exchange selection.

2. 2

   Add the reason and evidence

   Choose the closest reason, write useful details, and add photos when relevant. Evidence is private and available only to authorized staff.

3. 3

   Choose the requested outcome

   The customer sees only choices allowed by your rules and the selected reasons. For exchanges, assign a replacement to every returned unit.

4. 4

   Submit once

   The confirmation page shows the request number and tells the customer to watch for the merchant decision. The request appears immediately in the merchant queue.

Continue after approval

Reopen the same order in the Opus portal. If a return is required, the customer sees the saved return instructions, return address, and any prepaid label. For customer-arranged postage, they enter carrier and tracking after handing the parcel to the carrier. If no return is required, the request skips directly to the merchant's final resolution step.