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We're sorry to hear you are having trouble with your Away bag handle. First, make sure there isn't anything blocking the tracks the handle slides into. If it's still not closing, it might be an issue with the retracting mechanism. Unfortunately due to this issue, the bag may need to be repaired or replaced. We recommend reaching out directly to Away's customer support or warranty department. They are committed to quality and customer satisfaction and will be able to assist you further in resolving this.