How does a customer submit a return request

All they need to do is go to your returns portal and follow these simple steps:

Login to the portal: Using their order reference number (excluding hashtag) and email used at the time of purchase.
Submit request: Select item to return, return reason and item condition, plus preferred return method if available.
Download label and pack item: If approved, download and print return label and pack item.
Drop off item or book pick up: Drop off item at any Australia Post postbox or post office, or book courier pick up.

Here is an example of what that will look like on your customers end. This is a generic example only.

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