There are a couple of reasons why an item would be marked as non-returnable on your portal:
- The item is tagged with a product tag from your list of exclusions (under Settings, under Rules > Product Exclusions). Note that if the item was tagged after an order is placed, the tag won't affect orders retroactively. In the same way, if you remove a tag from a product, it won't affect past orders that will still have this item marked as non-returnable.
- The item is marked as not shippable inside of Shopify.
If that doesn't solve your issue, feel free to reach out to us at firstname.lastname@example.org with the return number and we'll take a look for you!