# Set as Returned

> With the Droopify Order Returned popup you check whether eBay has a return for the order or set it as Returned only on Droopify, with a message to the customer.

Source: https://docs.droopify.co/en/mark-order-as-returned
Last updated: 2026-10-16

How to use the **Order Returned** popup to check an order's return on eBay or to set the order as **Returned** only on Droopify.

## Before you start

- The order is **Pending**, **Ordered**, **Shipped** or **Delivered** on the [Orders](https://docs.droopify.co/en/orders) page. For other statuses the **Returned** entry doesn't appear in the status menu.
- Returns are opened and handled on eBay: Droopify doesn't accept or decline returns for you. Returns opened by the customer appear by themselves in [Order Issues](https://docs.droopify.co/en/order-issues): the popup lets you skip the wait for the automatic update or mark a return that doesn't exist on eBay.
- If an automatic order is running for the order, the action is refused until it ends.

## Checking the return on eBay

1. In the **Status** column open the status menu and pick **Returned**. **Order Returned** opens.
2. Leave **Set as Returned only on Droopify** unticked. The grey box says "We will check on eBay whether a return exists for this order and update it with the latest data."
3. Press **Check if the order has been returned**.

If eBay has a return for the order, **The order has been updated with the return data successfully.** appears and the return shows up in Order Issues: **Unresolved** if it's still open, **Resolved** if it's closed (in that case the order moves to the **Returned** status). How to handle it: [Returns](https://docs.droopify.co/en/returns).

If eBay has no return for the order, or has rejected it, the order doesn't change and an error appears.

## Setting as Returned only on Droopify

1. In the **Order Returned** popup tick **Set as Returned only on Droopify**. The grey box says "The order will be marked as returned only on Droopify, nothing will be changed on eBay."
2. Press **Set as Returned**.

The order moves to the **Returned** status right away, its profit becomes 0 and the return appears in Order Issues as **Resolved**. Nothing changes on eBay.

## Send message

There is no automatic message for this status: **Send message** starts off and, if you turn it on, you write the text yourself. You can use `{buyer_first_name}`, `{product_title}`, `{feedback_url}`, `{shipping_courier}` and `{tracking_code}`, which are replaced with the order data.

The message is only sent if the operation succeeds: if the check on eBay finds no return, the customer receives nothing.

## Possible errors

| Message | What to do |
|---|---|
| **No return was found on eBay for this order.** | Check the order on eBay. If the return was handled outside eBay, use **Set as Returned only on Droopify** |
| **Please enter a custom message to continue.** | Write the message or turn off **Send message** |
| **You can't perform this action: an automatic purchase is in progress for this order. …** | Wait for the automatic order to end or stop it with **Cancel Purchase** |

If the operation fails, the popup shows the reason instead of the success message: a Droopify message, like those in the table, or eBay's text as it is. In this case the order status is not updated: fix the problem shown and try again.