Not every return should be accepted. If a request is outside policy, you can decline it — but only in the early stages (1–3, before the courier is involved), and always with a clear reason on record. The shipped way to decline is the Cancel return action; if the disagreement is substantive, Open dispute hands the decision to Fawran instead.
What you can decline — and when
The decline actions appear only while the item is in stages 1–3 (REQUESTED / UNDER_REVIEW / APPROVED). You’ll find them in two places: the row menu (⋮) of the FBS Return Requests table (Cancel request, Open dispute) and the buttons on the return detail page (Cancel return, Open dispute). Once a courier is assigned, they disappear — use a support ticket from the detail page instead.
Cancelling a return request
The cancel dialog is explicit about what it does. It affects this product item only, and it warns:
- Affects this specific product only
- Cannot be undone after confirmation
- The reason, date, and responsible party will be recorded
- The request may be escalated to our team for review
A reason is required, minimum 10 characters — otherwise you’ll see “Please enter a cancellation reason (at least 10 characters)”. The reason is saved to the audit log.
Opening a dispute instead
If you believe the request itself is wrong — the product doesn’t match the buyer’s claim, the buyer is uncooperative, or the return violates policy — open a dispute ticket instead of cancelling. You pick a reason, write a detailed description of at least 30 characters, and can attach evidence links (optional). The return status becomes DISPUTED and Fawran’s team takes over the decision.
The one-week monitoring window
Cancelled returns don’t simply vanish. They move to the Cancelled FBS Returns tab and stay under monitoring for one week, with a “{n} days remaining” counter on each row.
The workspace warns: “Cancelled returns remain under monitoring for one week. During this period, the buyer can raise an objection and move the request to FBS Dispute Resolution Requests. You are responsible for responding to any dispute.”
Always write a specific, factual reason. A vague reason is more likely to be overturned if the buyer objects and Fawran reviews the case.
What is not in the app today
There is no separate “Reject” form with structured rejection reasons in the current seller app — declining an FBS return is done through Cancel return (with your written reason) or escalated through Open dispute. If a return was already approved and you can no longer act, raise a Support ticket from the return’s detail page.