Returns: Requesting a Return via QrX
Some merchants use QrX Returns so you can start a return request online. Return decisions always belong to the merchant: QrX provides the return page, and the merchant reviews your request and decides.
Finding the Return Page
If your merchant offers QrX Returns, the merchant shares the return link, for example on its website or in its order communication. The page shows "Powered by QrX Returns". If you cannot find a return link, contact the merchant directly.
Starting a Return, Step by Step
Find your order. Enter your order number and the email address you used for the order, then tap "Find my order".
Choose the items. Select what you want to return and how many.
Tell us what happened. Pick a return reason and answer any questions the store asks. Some stores also let you choose a preferred resolution, such as a refund or a replacement product.
Add evidence if asked. You can upload photos, a video or a PDF, for example of a damaged item. Images and PDF files can be up to 8 MB, videos up to 25 MB.
Choose how to send it back. Pick the return method the store offers.
Review and submit. Check your choices and tap "Submit return".
Did your order arrive in more than one parcel because some items were sent later? Use the order number of your original order: you can return the items of every parcel that has been shipped. Was your order combined with another order into one delivery? You can use either order number; the return page opens the combined order, as long as you use the email address of the order.
The page shows your progress, for example "Step 2 of 6". Your progress is saved securely for two hours, so you can come back and continue.
Return Charges
Some stores charge for a return, for example a return shipping fee or a restocking fee. The page shows the charge before you submit.
Sometimes you pay the charge online before the return starts. The return is only created after that payment is confirmed. If you cancel the payment, no return is created.
Sometimes the charge is deducted later from your refund and nothing is charged now.
For some exchanges the charge is waived.
After You Submit
You see your return number and the return status.
When the store provides a return label, you can download it from the return page once it is ready. Follow the return instructions shown there.
You can send messages to the store about your return in the "Messages with the store" section.
To check your return later, open the return link again and look up your order with the same order number and email address.
Common Messages
"We could not verify those details": check the order number and use the same email address as on your order.
"Too many attempts": wait a moment and try again.
"This order is outside the return window": the store's return period has passed. Contact the store if you need help.
"The store does not accept a return for this reason": choose another reason or contact the store.
"Your session expired": look up your order again.
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. The merchant makes those decisions. Refunds that the merchant approves are paid back through the payment provider.
When to Contact Our Support Team
Contact QrX support if the return page does not load, if you cannot find your order although the details are correct, or if a submitted return does not show up. Questions about the outcome of your return, the refund amount or a replacement go to the merchant.