# Orders and returns by phone - Returnline 1.x documentation

> The Returns box on every order, creating a return yourself, and orders where the customer used WooCommerce's withdrawal form.

## The Returns box

Every order screen (HPOS and classic) has a **Returns** box in the sidebar, with the order's returns and their status. Click a return number to open it.

![The Returns box on an order](https://storage.extendiment.com/media/1031/screenshot-7.png)

## Creating a return yourself

For returns that come in by phone, email or in your shop, or for customers without an account:

1. Open the order and click **Create a return** in the Returns box, or choose **Create a return** in **Order actions** and click **Update**.
2. Enter how many of each item come back, and a reason (pick one of yours or type another).
3. Click **Create return**.

The return starts as a request, so you approve it next as usual: the customer then gets the instructions by email. Returns you create don't send the "We received your return request" emails.

Staff returns ignore the return window and the order status: you can take back anything that's still returnable.

## WooCommerce's withdrawal form

When WooCommerce's **Order withdrawal** feature is on and a customer uses its form to withdraw from an order, the Returns box shows a warning on that order, and the return's page says so too. Create a return for it to handle the items and the refund.

Source: https://extendiment.com/plugins/returnline/docs/1.x/orders-and-phone-returns