# How Returns and Refunds Work

> How marketplace returns flow into Osello, the accept, receive, and refund steps, and how refunds are recorded back in your Shopify store.

When a customer starts a return on a marketplace, Osello pulls it in, walks it through acceptance, receipt, and refund, and records the outcome in your Shopify store so your books stay straight.

## Where returns show up

Osello checks your marketplaces for new and updated returns about every 15 minutes. A return appears in the **Returns** card on its order's page, and the order carries a **Return in progress** badge while the return is open. Click the return to open its own page with the returned items, quantities, refund amount, and current status.

## Walking a return through

The return's actions menu offers each step as it becomes relevant:

- **Accept** — agree to take the return. The marketplace is told you'll process the refund, and the customer sends the items back.
- **Mark as received** — confirm the returned items have physically arrived at your warehouse. The marketplace is notified.
- **Refuse** — decline the return on the marketplace. The customer is not refunded.
- **Refund** — the final step: issue the refund and close the return on the marketplace.
- **Cancel return** — close out a return that's no longer going ahead.

Some marketplaces handle parts of this on their side — accepting the return themselves, or confirming receipt at their own facility. Osello picks those changes up on its regular checks and moves the return's status forward automatically, so you only act on the steps that are actually yours.

A few marketplaces pay the customer back before they finish closing the return on their end. When Osello sees that the marketplace has already refunded every item on a return, it marks the return **Refunded** and records the refund in Shopify right away, rather than waiting for the marketplace to catch up. A return can jump straight to **Refunded** this way, skipping the steps in between — the money has already moved, so there's nothing left for you to do. If only some of the items have been refunded, Osello waits until the rest are, so your Shopify order never shows a partial refund that doesn't match what the customer actually received.

## How refunds are recorded

The marketplace collected the customer's payment, so the marketplace is the one that pays the customer back. Osello's job is to keep your records straight: when a return is refunded, Osello records the return and its refund on the matching order in your Shopify store. If you've turned on the restock option in your Shopify integration settings, Osello can also restock the returned items in Shopify.

On the order's page, refunded money shows up in the **Details** panel as a **Refunded** amount alongside the **Net Total**, and the order's status moves to **Refunded** (or **Partially Refunded** when only some items were refunded).

## Return statuses at a glance

A typical return moves **Pending Acceptance → Accepted → Received → Refunded**. Returns you decline show **Refused**, and abandoned ones show **Canceled**. The status badge updates live while Osello is syncing a step, so you can watch a refund land without refreshing.

## Where to go next

- [How order cancellations work](/help/orders/cancellations)
- [How marketplace orders reach you](/help/orders/how-marketplace-orders-reach-you)
- [How to get help](/help/troubleshooting/how-to-get-help)