Returns Tab

What this is

The Returns tab is a staff-facing interface for processing customer return requests. It lives inside the unified staff dashboard, right next to the Orders and Customers tabs. Customers submit return requests from their My Account page, and your team handles them here.

The customer-facing returns system (where customers request returns from My Account) is built into Tracksies HQ and doesn’t require Packsie. What Packsie adds is this dedicated staff interface — a streamlined way to review, approve, reject, and refund returns without navigating the WordPress admin.

For full details on the customer-facing side of returns — setting up your return policy, per-product eligibility, return windows, and how customers submit requests — see the Returns documentation in the Tracksies HQ docs.

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Setting it up

Requirements

The Returns tab requires two feature flags to be enabled:

1. woo.returns — the core returns feature in Tracksies HQ. This controls whether the returns system exists at all (customer-facing and staff-facing). Go to Tracksies > Settings > Features and find the Returns toggle on the Woo module tile. If this is turned off, the Returns tab disappears entirely from the staff dashboard because there’s no returns data to show.

1. packsie.returns_tab — the Returns tab visibility within the staff dashboard. This is a child feature under the Packsie module in Tracksies > Settings > Features. It controls whether the tab appears for staff, assuming woo.returns is already on.

Both need to be enabled. Think of it this way: woo.returns is “does our store accept returns?” and packsie.returns_tab is “should staff see the returns tab on the dashboard?” If your store doesn’t accept returns, there’s nothing for staff to see. If your store does accept returns but you’d rather handle them from the WordPress admin, you can turn off the tab.

No separate page needed

In earlier versions of Packsie, the returns dashboard lived on its own page with its own shortcode. That’s no longer necessary. The Returns tab is part of the unified staff dashboard — the same page your packers already use. Staff click the Returns tab to switch from packing to returns processing, and click Orders to switch back. One page, one bookmark, multiple workflows.

This is actually a big improvement. Staff who handle both packing and returns no longer need to jump between two different pages. Everything is right there.

Backward compatibility note: If you were using the [tracksies_returns_dashboard] shortcode from an earlier version of Packsie, it still works. It renders the unified staff dashboard with the Returns tab selected. You don’t need to change anything on existing pages, but for new setups, [tracksies_staff_dashboard] is the recommended shortcode.

Shortcode options

If you’re using the backward-compatible [tracksies_returns_dashboard] shortcode, it accepts one optional attribute:

• tab — sets which returns filter tab is active when the page loads. Options: pending, approved, received, all. Defaults to pending.

[tracksies_returns_dashboard tab="pending"]

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The returns workflow

1. See incoming requests

The Returns tab shows all return requests organised by status. When a customer submits a return request from their account, it appears in the Pending filter tab.

2. Review the request

Click on a return to see the full details — which items are being returned, the reason the customer gave, any notes they added, and the original order information.

3. Approve or reject

Based on your store’s return policy, staff approve or reject the request.

• Approve — triggers the approval email to the customer with return address and ship-back instructions. The customer gets a deadline for posting the return.
• Reject — triggers the rejection email with the reason. The customer knows why and doesn’t have to wonder.

The system checks eligibility automatically (return windows, per-product rules, per-category rules), but staff make the final call.

4. Mark as received

When the returned items arrive at your warehouse, staff mark the return as received. This updates the customer’s return status in their My Account.

5. Process the refund

Once you’ve inspected the returned items, process the refund directly from the dashboard. If you’ve configured a restocking fee, it’s deducted automatically — no manual calculations. The customer receives a “Return Refunded” email confirming the amount.

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What’s on screen

Stats bar

Four cards showing real-time counts:

• Pending — return requests waiting for review
• Approved — returns that have been approved (waiting for items to arrive)
• Received — items received back at your warehouse
• Total — total returns across all statuses

Filter tabs

Four tabs to switch between views:

• Pending — requests waiting for your decision
• Approved — approved returns (customer should be posting items back)
• Received — items received, ready for inspection and refund
• All — every return regardless of status

Search

Search by RMA number or customer email address to quickly find a specific return.

Return detail view

Clicking on a return opens the full detail view showing the RMA number, order information, items being returned, customer’s reason, notes, timeline of status changes, and action buttons.

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Tabs on the same page

Because the Orders and Returns tabs live on the same staff dashboard, your team gets some real advantages:

• One page to bookmark. No more “which page was the returns one again?” — everything is in one place.
• Fast context switching. A packer who spots a return request can click the Returns tab, handle it, and click Orders to get back to packing. No page loads, no navigation.
• Consistent interface. The same header, the same look, the same logout button. Staff learn one interface, not two.
• Unified permissions. The role-to-tab permissions matrix in Tracksies > Settings controls which roles can see which tabs. Maybe your packers shouldn’t process returns, or your returns team doesn’t need the packing queue. You control this from one settings screen rather than managing access to multiple pages. See Staff Roles & Access Control for the full permissions setup.

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Email notifications

The returns system sends three emails automatically, all customisable in Tracksies > Settings > Emails:

• Return Approved — sent when staff approve a return. Includes the return address, ship-back instructions, and deadline.
• Return Rejected — sent when staff reject a return. Includes the reason.
• Return Refunded — sent when the refund is processed. Confirms the refund amount.

Each email can be toggled on or off individually and edited with custom content and placeholders. See the Email Templates documentation for details.