Returns settings

Stockly → Returns → Settings → General holds the configuration. Everything here is per sales channel. The sections below follow the cards on the screen, in the order they appear.

Returns

Let customers raise returns themselves is off until somebody turns it on. With it off, the shop front offers nothing: no return entry in the customer’s order menu, and the address of the return form answers with “not found” rather than a polite refusal, because a redirect would tell a stranger the page exists.

Turning it off later does not hide claims already raised. A customer whose complaint is being handled keeps seeing it: closing the door on new claims does not release the shop from answering the ones it accepted.

The admin side is untouched by this switch. Operators keep raising claims from orders, the disposition queue keeps working, and returns created automatically from cancelled orders keep being created.

Field	What it does
Default return window (days)	how long a customer has when no rule in the register matches
Assumed transit time (days)	added to despatch when the delivery date is unknown

→ Letting customers open their own returns — switching the portal on, and the one condition that comes from the order rather than from a setting.

Customer order cancellation

Let customers cancel their own orders replaces Shopware’s own cancel button with one the shop can actually control. It is off until switched on. → Letting customers cancel their own orders — including the setting on another screen this depends on.

Three lists decide when cancelling is still possible:

• Allowed order states
• Allowed payment states
• Allowed delivery states

All three must be satisfied at once. An empty list means “no restriction on this axis”, not “nothing is allowed”, so a shop that only cares about the order state can leave the other two alone.

Require a reason makes the customer pick one from the register. Reasons offered here are those marked for the cancellation flow.

Caution

Set Order in progress state under Stockly → Settings → Order Packing as well. That is what moves an order out of the cancellable set the moment picking starts. Without it nothing ever leaves that set, and a customer can cancel an order somebody is already walking the aisles for. The consistency check reports this, and also reports a state that is both “in progress” and on the allowed-to-cancel list, which is a gate that never closes in the one moment it exists for.

Two things are refused by the server no matter how these lists are set: booking a shipment for a cancelled order, and taking its stock off the shelf. Those guards do not read the configuration, because a guarantee that depends on a setting is a guarantee that gets lost when the setting changes.

Guest orders

Let guests open a return is off by default. It governs orders placed without an account.

A guest reaches their order through the link the shop sent them, and that link is the credential. An order that belongs to a registered account is never opened by such a link, even a correct one: somebody who created an account did so precisely so that a forwarded e-mail would not be enough.

With the switch off, a guest holding a valid link is told that the shop does not offer this, rather than being left to wonder whether they mistyped something.

Return photos

Field	What it does
Photos per item	how many pictures a customer may attach to one claimed article
Largest photo (MB)	the limit for a single picture

The server has its own ceiling regardless of what is set here, namely PHP’s upload limits, and setting a larger number does not raise it. Pictures are checked by content, not by file name: something named .jpg that is not an image is refused.

Setting Photos per item to zero while a reason still requires photographs leaves customers unable to satisfy a requirement the shop makes of them. The plugin’s own consistency check reports that combination.