Take a return
Record what a customer is sending back, what actually arrived, and what goes back on the shelf — three separate numbers, because they are three different facts.
- Who can do this
- Owner, Admin, Staff
- Plan availability
- Compare current packages
- Last checked
- September 20, 2026
What this does
Tracks a return from the moment a customer says something is coming back to the moment it is either on the shelf again or written off.
Before you start
An order, and your returns policy set in Settings — the window, who pays return shipping, and any restocking fee.
Steps
- Open the order and select Open a return.
- Choose why it is coming back and how many of each item.
- When the parcel arrives, enter how many arrived and how many go back on the shelf. These are deliberately separate: three can be sent, two arrive, and only one is saleable.
- Select Record what arrived.
What happens next
Restocking is never automatic unless you have switched auto-restock on, because a returned item is not automatically fit to sell again.
Once a return is received, Torva works out what it is worth back to the customer — what actually arrived, at what they actually paid, less your restocking fee — and offers to record that refund.
Common problems
The refund figure looks low. It counts only what arrived, and subtracts your restocking fee. Both are shown.
I restocked something I should not have. Adjust the variant in Inventory with a reason. Torva keeps the history of both changes.
Recording a refund did not send any money. Correct — recording is bookkeeping. To actually send money, use Refund… in the payment section.
Still stuck?
Ask Torva from inside your account. It knows everything in this article and can also see what your own store is currently doing, so it can answer for your situation rather than in general.