Why can my customer not see the option to return an order?

The Request a return button appears on an order in the customer's account when:

• Order status: Refund and Exchange need the order marked Delivered; Cancel is offered while the order is shipped or delivered.
• Enabled: on Plugins → Return Settings, the matching tab has Enable Refund, Enable Exchange or Enable Cancel ticked.
• No open request: the order doesn't already have a return in progress — if it does, the customer sees a note that a request is being processed.

Two more rules are checked when the customer submits the request; if either fails, they see an error message instead:

• Time window: the order is still within the Eligibility window (days), counted from the order's last update (usually when it was marked delivered).
• Minimum amount: if you chose Only above a minimum, the order total reaches it.