Customer experience

1. The customer opens My account → Orders, opens a delivered order and clicks Request Return. (They can also go to My account → Returns & Exchanges and enter the order.)
2. They fill in:
   • Reason (from your list) and a note;
   • Resolution they'd like: refund, exchange, replacement or store credit;
   • Quantity.
3. They submit and see Return request created — RMA….
4. In Returns & Exchanges they follow the status: Requested → Approved → (Label Issued / In Transit) → Received → Refunded, Exchanged or Store Credited, or Rejected.
5. They get emails when the status changes.
6. While it's still pending they can Cancel Return.

Who can request online: customers with an account. Guests who checked out without an account can't request a return online; they contact you and you handle it yourself.

When it doesn't work: the button only shows on delivered (completed) orders. If the return window has passed, or a return for that order is already open, the request is refused with a message.