• Returns for exchange: This is when one product is exchanged for another of the same value, trying not to ‘owe’ the client. It is used when the client has losses or no longer needs the original product.
• Returns only: In this case, the client returns a product and receives a full refund without needing to buy another product in exchange.
• Return request: As long as the sales user doesn't have an open sales route, they can submit return requests, which are later completed by the delivery staff.

⚙️ Settings

On the website, go to settings and click on *Orders*. Here, you'll find the *Returns Settings*, which we'll now review one by one:

• *You can make product returns*

This setting controls whether or not products can be marked as returns. Whether it is as an exchange return in presale, an exchange return in route sales, a straight return, or a return request. This is the broadest setting regarding returns.

• *In returns it's mandatory to specify the reason*

This setting helps you make sure that users select the reason why the product is being returned.

You can learn more about this in this article:

Reasons for return

• *You can capture return requests in PRESALE*

If this setting is enabled, users will be allowed to make return requests.

Learn more about return requests in the following article:

Return requests

• *Allow returns for exchange in PRESALE if you have an open route*

The goal is to encourage users to record returns within the operations that can be accounted for during the assigned route, just as is done when generating a sale. This helps you maintain processes organized and makes end-of-day operations more efficient.

If this setting is enabled, users are able to register a return while having an open route. We suggest keeping this setting disabled, so that all returns are recorded within the route.

To learn more about this setting, click here.

• *You can capture returns only if you have an open route*

This setting is useful if you only work with return requests and do not want to allow the user to create returns outside the assigned route. This will force users to collect the returned products within the route; otherwise, they won't have the option to capture a return.

To learn more about this setting, click here.

If you have any questions about how returns work, send us a message in the chat so we can help you out! 😎

Updated on: 04/02/2026