Return notes and the timeline
Every step of a return is recorded; add private notes for your team or messages the customer sees.
The Return notes box on a return's page works like WooCommerce's order notes.
What's recorded
Every step adds an entry: requested, approved (with the instructions sent), declined (with the reason), received (with your condition notes), refunded (with the amount), cancelled. Each shows when it happened and who did it. Entries the system made, such as an automatic approval, show without a name.
Each step also adds a note to the order itself ("Return R-12 approved."), so the order's history tells the whole story too.
Adding a note
Type in Add note, choose who sees it, and click the button:
- Private note: only your team sees it.
- Shown on the customer's return page: the customer sees it under Return updates as "Message from us". Use it for things like "We've had your parcel since Monday, the refund will follow this week." These notes are highlighted in blue in the box.
Customer notes don't send an email by themselves. If the customer needs to know straight away, contact them as well.
What customers see
The customer's return page shows every step and the messages you marked for them, newest first. Private notes and your condition notes never show.