---
title: "Returns: track your customers' withdrawals"
description: "Find every withdrawal request filed on your store, filter them by status and open the matching order to refund or decline."
url: https://docs.vivlab.com/en/sections/orders-returns
---

# Returns

The **Returns** page gathers every withdrawal request your customers file through your store's online form. Come here whenever a request awaits your decision, to find a request from an order number, a customer or a reason, or to check that a refund went out.

Each row shows the **Order** concerned, the **Customer** (their name and email), the number of **Items** to return, the matching **Amount**, the request's **Status** and its filing date (**Requested on**).

## Where requests come from

Your customers file their requests on your store's public form, available at `/pages/withdrawal`. There they find their order with its number and email, select the items to return and give a reason. That form is enabled and configured from the [**Withdrawal**](https://docs.vivlab.com/en/sections/returns.md) section: how long a request stays valid, and the return conditions shown to the customer.

If the form is disabled while requests remain in the list, a message points it out at the top of the page; the **Activate** button takes you back to those settings. When it's active, the **Configure** button at the top of the page opens the same settings.

## Track the status

The **Status** filter splits requests into three states. **Pending** gathers the requests awaiting your decision: start with those. **Refunded** means the refund has been issued through Stripe, and **Declined** that you rejected the request without refunding.

A customer logged in to their [account](https://docs.vivlab.com/en/sections/customer-accounts.md) follows their request's progress through these statuses on their side.

## Process a request

Click a row to open the matching order. Its [**Return request**](https://docs.vivlab.com/en/sections/orders.md#return-request) section details the returned items, the reason given by the customer and the refundable amount, then lets you **Refund** the request through Stripe or **Decline** it.