Currently, the only way to communicate with a customer about a return is to decline the request and include a message — which closes the case. Merchants need the ability to send a message (e.g., “Please provide additional photos” or “We need your order number from the package”) while keeping the return case open.
This could appear as an “Action Required” status on the Order Status Page, with a visible notification or banner — not just an email — since many customers don’t check their inbox regularly.
Ideally, the customer should also be able to reply directly from the Order Status Page, creating a two-way communication thread tied to the return case. This would keep all return-related communication in one place, reduce back-and-forth via email, and help merchants resolve cases faster with the right information.