Why customers cannot create return request(s) for their order

The customer cannot access or create the return request in case the order that they wish to proceed with the request are not met with these conditions: 

1. The Order must be Paid and Fulfilled in Shopify so that we can proceed with the Return. If it is not paid and fulfilled yet, it cannot be processed
2. The Order does not meet the Rules has been set up by Merchant in our app. You can go to our app => Settings => Rules to check it further. 
3. The order has been fully returned/exchange so there is no other slots to make further requests. 

Note: In case your order does not meet any of these conditions but you still can’t proceed with the Return Request, please contact us via support@yanet.io. We are happy to help

Updated on: 05/02/2026