How to Troubleshoot Return Request Availability in WeSupply

If you're trying to simulate a return request but receiving a “Return not available” message, this usually indicates that your current return logic settings are preventing the item from being eligible. This article walks you through identifying the cause and adjusting your settings to allow returns when appropriate.

Why Return Logic Conditions May Block Return Requests

WeSupply uses return logic conditions to determine which items are returnable. If your default return logic includes specific conditions (e.g., product type, price, vendor), it might be unintentionally excluding certain items—even if you want them to be generally returnable.

In most cases, we recommend that your default return logic be free of any restrictive conditions. This ensures that any item not matching more specific logics can still fall back on a general, return-eligible rule.

How to Review and Adjust Return Logic Conditions

To ensure your returns are being processed as expected, follow these steps:

1. Review Your Return Logic:
   • Go to your WeSupply Admin Panel.
   • Navigate to Settings → Return Settings → Return Logics.
   • Check your Default Return Logic and verify whether there are any conditions listed (such as Product Type, Tags, etc.).
2. Remove Unnecessary Conditions:
   • If you want the default logic to apply to all return-eligible orders, remove any existing conditions.
   • Save your changes.
3. Configure Return Window (Days After Purchase):
   • If you want to limit returns based on the number of days since the order date, go to:
     Settings → Returns and Warranty Settings → Advanced Settings.
   • Scroll to the Return Window Settings section.
   • Set the number of days after purchase during which returns are allowed (e.g., 30 days).
   • Save your changes.

This allows you to control return eligibility based on timing, while still keeping your default logic flexible for other criteria.

Still Seeing “Return Not Available”?

If you’ve removed all conditions from your default return logic and verified your return window settings, but still see the “Return Not Available” message, it may be due to overlapping logic or additional settings. In this case, we recommend reviewing:

• Product-specific rules in other active return logics.
• Tag-based or vendor-based conditions.
• Shipping or location settings.

For further assistance reviewing your return logic or simulating return scenarios, contact our support team. We’re happy to help!