# Troubleshooting - Returnline 1.x documentation

> What to check when the Return button, the Returns page, refunds or emails don't behave as expected.

## 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.

Source: https://extendiment.com/plugins/returnline/docs/1.x/troubleshooting