Returns: Requesting a Return via QrX
Some merchants use a QrX-powered returns experience so consumers can start a return request online. Return decisions always belong to the merchant: QrX provides the request flow, the merchant reviews and decides.
For Consumers
If your merchant offers QrX returns, you will find the return link on the merchant's website, in your order communication, or on your tracking page.
On the returns page you select your order, choose the items and a return reason, answer any questions the merchant asks, and submit the request.
The merchant reviews your request and informs you about the outcome and next steps, such as how to send the parcel back and whether a refund applies.
If your merchant does not offer QrX returns, contact the merchant directly. The merchant remains responsible for return policies, approvals, refunds for returned goods, and warranty.
For Merchants
Merchants can configure the returns experience in PortalX under Settings → Returns: which return reasons consumers can choose, follow-up questions per reason, the look of the return form, and the related consumer communication. Incoming return requests are managed from the returns overview in PortalX.
What QrX Does Not Decide
QrX never approves or rejects a return and never decides a refund amount. Those decisions are made by the merchant. Refunds that the merchant approves are processed through the payment provider, and QrX can show the payment-side refund status once started.
When to Contact Our Support Team
Contact QrX support directly if the return request page does not load or a submitted request does not reach the merchant. Decisions about the return itself are made by the merchant, so contact the merchant about the outcome; if you get stuck, our support team can help you find the right contact.