How to handle order returns in SiteGiant

Overview

The return process depends on whether the order is from a marketplace or from your webstore.

• Marketplace orders: approve or reject the return in the marketplace seller centre first. After approval, process the return in SiteGiant to update the order status to Returned and stock the inventory back in.
• Webstore orders: approving the return means you accept the customer’s return request. After approval, you still need to process the return in SiteGiant, stock the item back in, and mark the refund manually.

Marketplace return orders

When a customer requests a return from Shopee, Lazada, or TikTok Shop:

1. Approve or reject the return request in the marketplace seller centre.
2. If the return is approved, process the return in SiteGiant.
3. Stock the returned item back into inventory.
4. Update the order status to Returned.

Important notes for marketplace returns

• SiteGiant can sync the order return, but you can only stock in the item after you physically receive the returned parcel.
• If the parcel has not been received, you cannot perform stock in.
• There is currently no notification or alert in SiteGiant to flag returns that show as delivered to seller but have not yet been keyed in as received.
• For orders with multiple items, once the return process is completed and stock in is done, it is not required to use Mark As Return for each item.
• Mark As Return affects the order status only. It does not change the item status.
• For split fulfillment orders, returns are processed based on the split package. If one package is returned, manage the return for that package.
• For returned items in a multiple-item marketplace order, the final order status shown in SiteGiant depends on the status applied by the marketplace, such as Processed or Cancelled.

Webstore return orders

For webstore orders:

1. Review and approve the customer’s return request.
2. Approving the return means you accept the return request.
3. After you receive the returned parcel, process the return in SiteGiant.
4. Stock the returned item back into inventory.
5. Refund the customer manually.

Important notes for webstore returns

• Approving a return does not trigger an automatic refund.
• SiteGiant does not hold customer payment, so refunds are not processed automatically.
• Refunds for webstore orders need to be transferred by the merchant because the payment is credited to the merchant’s account.

Related guides

• Webstore returns: How to manage webstore order return
• Marketplace returns: How to manage marketplace return order
• Split orders: How to split webstore order and How to split and combine Lazada Shopee TikTok order

Updated on: 11/05/2026