For Sellers and shops
Incoming returns: approve, reject, and complete
Respond to a buyer's return request using photo or video evidence; the order funds are held while the return runs.
Updated · Orders and delivery
https://satupack.com/en/bantuan/retur-masuk
The Seller Center and the apps are shown in Indonesian. Menu and button names in bold are the exact labels you will see, with the English meaning in brackets where it helps.
Steps
Open the Pusat Penjual > Retur masuk (incoming returns). The Perlu tindakan (needs action) tab shows only returns waiting for you; Semua shows everything.
Open a return to see the items, quantity, reason, requested solution (refund or replacement), the catatan pembeli (buyer's note), and Lihat foto bukti or Lihat video bukti (photo or video evidence).
Click Setujui retur (approve) if the evidence is convincing. The buyer then sends the goods to you.
Or click Tolak retur (reject), write the alasan menolak (reason; it goes to the buyer), then Kirim penolakan. The buyer can take it to the Resolution Center.
Once the goods arrive, click Barang retur sudah saya terima (I received the returned goods).
Click Selesaikan retur (complete the return) to process the refund or replacement as the buyer chose.
If the case goes to the Resolution Center, the Satupack team decides and the decision shows in the return details.
Tips
- Buyers can file a return up to 3 days after the goods arrive.
- Approved returns count in the Shop score (Retur part); check packaging and item accuracy before shipping.
- You need the Proses pesanan permission to answer returns.
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Related guides
- Sales Order: accepting and rejecting ordersAll incoming orders are in Sales Order; accept or reject, and answer buyers' cancellation requests.
- Shop score and badgesA 0 to 100 score showing how trustworthy your shop is; buyers only see a badge.
- Returns and refundsFile a return within 3 days of arrival; if you cannot agree, the Resolution Center decides.
- Shipping an order (the Kirim flow)Tick the packed items, press Kirim, and the order goes to the shop courier to accept.
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