Troubleshooting

The customer can't request a return.

• No button: the order isn't marked delivered (completed) yet, or they checked out as a guest.
• Request refused: the return window has passed, or a return is already open for that order.

"Issue Refund" fails. The gateway refused it (for example the payment is too old or already refunded). Check your gateway dashboard; the return stays where it was so you can retry or refund manually.

I refunded a COD order but the customer didn't get money. COD refunds are only recorded in CartWhizz; send the money yourself by UPI or bank transfer.

Store credit didn't appear. The customer needs an account, and the store wallet must be available (see Digital Wallet).

No return label was created. Prepaid return labels is off, or your shipping provider isn't set up for return labels.

The reason list is empty for customers. Add active reasons in Sales → Return Reasons.

Still stuck? Ask CartWhizz AI in your admin or contact CartWhizz support from Help.