If you need to make specific adjustments to your customers' orders, such as extending the return window, eliminating the return cost, forcing the store credit refund method, or allowing customers to return blocked products, follow these steps to manage exceptions effectively:

1. Access the Merchant Dashboard
2. Click on Settings > Return Policy > Exceptions
3. Click ADD EXCEPTION to set up the details of the exception you want to apply

Now, fill-in the following fields:

• Order number: Enter the number of the order to which you want to apply the exception.
• Expiration date: Set an expiration date for the exception.
• Transaction type: Select whether the exception will allow exchanges, returns, or both.
• Settings:
  • Free return: Check it if you want this request (return or exchange) to be free. This is: if you want to remove the return fees
  • Only store credit: Check it if you want to force the refund method to store credit
  • Refund shipping cost: Check it if you want to refund the shipping cost – This is not the return cost
  • Unblock return reasons: check it if you want to remove the restriction applied by the return reasons – More information here
• Notification: Check it if you want to send an email notification to the customer informing her about this exception.

After completing all necessary fields, review the information to make sure everything is correct and click SAVE CHANGES to apply the exception to the order.