Troubleshooting

The order has no Return button

Check, in order:

1. Returns are switched on: WooCommerce → Settings → Returns, Let customers request returns from their account.
2. The order's status is one of Orders that can be returned (only Completed by default).
3. The window hasn't closed: the order page says until when returns are possible. It counts from the order's completion date.
4. Something can still be returned: digital products, excluded categories and products marked Not returnable are left out, and so are items already refunded or in another open return.

You can always create the return yourself from the order screen; see Orders and returns by phone.

My account → Returns shows "Page not found"

WordPress's addresses need a refresh after the account page address changes. Go to Settings → Permalinks and click Save Changes (without changing anything). Returnline also does this by itself after activation and after you save its settings.

The refund didn't go back to the card

The Send the money back through … box only appears when the order's payment method can refund automatically. If it was unticked, or the method can't refund (cash on delivery, bank transfer), Returnline only recorded the refund: pay the customer yourself. If the gateway reported an error, the return stays as it was and the error shows at the top of the page; check the gateway's logs under WooCommerce → Status → Logs.

"Only … of this order is left to refund"

The amount is more than what's left on the order, for example because part of it was already refunded. Lower the amount.

Items didn't go back into stock

Only items marked Restock when the parcel was received are restocked, and only for products that manage stock. Check the item's line on the return (Back into stock or Kept out of stock) and the product's Inventory tab.

Customers don't get the emails

1. Check the email is enabled under WooCommerce → Settings → Emails.
2. Check WordPress can send email at all, for example with WooCommerce's own order emails. Many hosts need an SMTP plugin.
3. A mail logging plugin shows whether WordPress sent it and to whom.

Returns you create yourself don't send the "requested" emails; the customer hears from you once you approve.

The settings mention Returnline Pro

The first section of Settings → Returns has one sentence about Returnline Pro while it isn't active. It disappears once Returnline Pro is active.