Why Is the “Create Request” Option Not Showing?

Overview

The Create Request option is displayed on the Order page in Customer Account only when the order meets all requirements for submitting a return or exchange request.
If you have already added the Yanet Returns & Exchanges widget to your theme but cannot see the option, check the following conditions:

1. Check the order fulfillment status

The order must be fulfilled before the Create Request option can appear.

• Go to Shopify Admin → Orders.
• Open the order you are testing.
• Check the fulfillment status.
• Make sure the order is marked as Fulfilled.
• If the order is still Unfulfilled, the Create Request option will not be displayed in Customer Account.

2. Check your Return & Exchange rules

The order must also satisfy your configured return or exchange rules.
For example, the order may not show the Create Request option if:

• The return period has expired.
• The product is excluded from your return or exchange rules.
• The order or product does not meet another condition configured in your app.

To check your rules:

1. Open Yanet Returns & Exchanges in Shopify Admin.
2. Go to your Return/Exchange Rules settings.
3. Review the conditions applied to the product or order.
4. Make sure the test order is eligible for a return or exchange.

3. Check whether the items already have a request

The Create Request option will only appear when there are still eligible items in the order that have not already been submitted in a return or exchange request.
If all eligible items in the order have already been included in a request, there will be no remaining quantity available to create another request.
You can check this by:

1. Opening the order in Customer Account.
2. Checking whether a return or exchange request has already been created for the order.
3. Comparing the requested quantity with the total quantity of the eligible items.
4. If there are no remaining eligible items, the Create Request option will not be displayed.

4. Test with a valid fulfilled order

After checking the above conditions, use an order that meets all of the following requirements:

• The order is Fulfilled.
• The order is still within the allowed return/exchange period.
• The product is eligible according to your Return & Exchange rules.
• At least one eligible item has not yet been included in a return or exchange request.

Then open the order from Customer Account and check the Order page again. The Create Request option should be available when all conditions are satisfied.

Updated on: 06/10/2026