Symptoms:
Customer reports “Return period expired” but believes they’re within window
Portal shows “0 days remaining” when customer expects more time
Root Causes:
Return period misconfigured
Price Setup has wrong return period days
Per-product return period override incorrect
Purchase date incorrect
E-commerce order has wrong purchase date
Order imported with fulfilment date instead of purchase date
Timezone issues
Date calculation using wrong timezone
Customer in different timezone than store
Special circumstances
Holiday period extensions not applied
COVID/special event extended return periods ended
Resolution Steps:
Verify Purchase Date:
Check order in Returns Back-office
Compare “Purchase date” with e-commerce platform
Calculate days elapsed manually
Check Price Setup:
Navigate to Returns Back-office → Settings → Price Setups
Find Price Setup for customer’s market
Verify “Return period” is set correctly (e.g., 28 days)
Per-Product Overrides:
Check if product has specific return period in Product Settings
Verify product-level return period is intended
Manual Return Creation:
If customer is legitimately within window, create manual return
Navigate to Returns Back-office → Returns → Create manual return
CS team can override expired window in special cases
Fix Configuration (if needed):
Update Price Setup return period
Contact e-commerce platform support if purchase date is wrong