The returns portal is available to your customers to request a return or exchange. It is on your own domain and uses your theme, so customers never leave your website to request returns. To set up your returns portal, follow the checklist below.
1. Set up return window
To set the time period your customers have to initiate a return, in the navigation bar, go to Settings > Returns policy > Return window.
2. Set up return reasons
To set up return reasons, in the navigation bar, go to Settings > Return reasons. Use our default return reasons or add your own. Return reasons help you get deeper insight on why customers are returning your products.
3. Define how your customers get refunded
You can choose to offer your customers a refund, an exchange or store credit. To define that, in the navigation bar, go to Settings > Returns policy and scroll down to the Refund methods section.
4. Customise your returns portal
You can offer a personalised returns experience with your branded returns portal. To do that, in the navigation bar, go to Returns portal.
5. Customise email notifications sent to your customers
To set up your team's and customers' email notifications and add a reply-to email address, in the navigation bar, go to Settings > Email notifications. All email notifications can be edited in HTML. You can also add branding elements, change texts and design.
6. Add return portal URL to your Shopify store
Let your customers initiate a return or exchange with ease. This is the first step towards establishing trust. Just copy the link below and add it to your store’s navigation.
Company website/a/returns
See our step-by-step guide on How do I add my returns portal URL to my Shopify store?
When you set up your returns portal, run a test order to make sure it works correctly. Then you can embed the returns portal link to your website for customers to begin submitting return requests.
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