There are two types of requests :

1. Exchange requests : When a customer wants another piece/product in return of the item they received
2. Return Requests: When a customer want to return the item back and wants a refund.

Step 1 : Go to Requests Tab

Step 2 : Click on the request you want to take action on.

Step 3 : View details of the requests

Step 4.1 : If you think the request is not appropriate, Click on "Decline"

Step 4.2 : If the request is appropriate, Click on "Upload return label"