> For the complete documentation index, see [llms.txt](https://developer.esw.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://developer.esw.com/returns-api/grp-returns-api/error-handling/faqs.md).

# FAQs

Expand a question to see the answer.

<details>

<summary>What can you do with the ESW Returns API?</summary>

The ESW Returns API allows retailers to perform the following actions:

* Retrieve an order from the database and check whether it is eligible for a return.
* Create a return order and optionally request a return label.
  * You can return an entire order or specific line items.
  * This applies to checkout orders placed through ESW.
* Update an existing return order, including return status.
  * Example: change status from **Created** to **Processed**.
  * You can also edit return reason codes.
* Retrieve return information for a single order.
* Retrieve return orders by date range and return status.
* Create returns for orders/packages that could not be delivered (undeliverable returns).

</details>

<details>

<summary>How do ESW returns work?</summary>

ESW supports multiple returns models and hubs globally.

ESW and the retailer decide the model during scoping.

This can include:

* returns directly back to the retailer delivery centre, or
* bulk returns from an ESW return centre to the retailer delivery centre.

</details>

<details>

<summary>How is ESW Returns API v2.1 different than ESW Returns API v2.0?</summary>

Returns API v2.1 is identical to Returns API v2.0 except for the following changes:

* v2.1 allows you to create blind returns in addition to normal and EU cooling-off returns.
  * **Normal**: A shopper-created return via the Returns portal.
  * **Blind**: A return sent directly to the retailer without a portal return.
  * **EU Cooling-off**: A return protected by EU consumer regulation.
* `brandReturnOrderReference` (v2.0) is renamed to `brandReturnOrderNumber` (v2.1).
* `brandCode` is removed from the `GET Returns` request in v2.1.

</details>

<details>

<summary>Who maps the retailer's internal return reason codes and process reason codes to that of ESW's?</summary>

Retailers must map their internal return reason codes and process reason codes to ESW’s reason code lists.

If you don’t have the mapping, contact eShopWorld during onboarding.

</details>

<details>

<summary>What conditions apply before an order is cancelled or an order article is made available for a return?</summary>

The following conditions apply before an order is cancelled or an order article is made available for a return.

* Cancel order conditions
  * The country must allow order cancellations (EU28).
  * The order article must not have been returned already.
  * All order articles must have shipped.
  * The most recent shipped article must have shipped within 21 days.
  * The order must be a checkout order.
  * All order articles must be available for return.
* Available for return conditions
  * It must have shipped more than *x* days ago (normally 2).
  * It must not already be marked as Returned.
  * It must not already be marked as Cancelled.
  * It must not already be marked as Refunded.
  * It must not be older than the allowed period (normally 30 days + 15 days for shipping).

</details>

<details>

<summary>Does ESW handle only returns for a retailer?</summary>

“Returns only” (where ESW handles only returns) is out of scope for this API.

</details>


---

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