Returns & exchanges
Returns handled in the account, not in your inbox.
Returns, exchanges and replacements from the order page, with pickups through your courier.
Switching it on
- Switch the module on with the toggle at the top of this page.
- Open Policy and set your window, who pays the shipping, and what a refund goes back to.
- Open Reasons to choose the reasons a customer may pick.
- Open Locations & couriers so approved returns have somewhere to go.
It is live when: The module is on. Set your policy before the first request arrives.
What your customer sees
Nothing of ours with our name on it: this module works behind your storefront and your own emails.
Everything on the storefront is a theme block or the app embed, so there is no theme code to edit and nothing to undo if you switch the module off.
Questions merchants ask
How does a customer raise a return?
From the order in their account, inside the window set in Returns → Policy. They pick a reason, add photos if you ask for them, and you approve or decline from the dashboard.
How does a pickup get booked?
Connect a courier account under Locations & couriers and assign it to a location. On an approved request, Book pickup creates the reverse pickup and stores the AWB. You can also enter an AWB by hand.
How are refunds made?
On settling a return: back to the payment method through Shopify, as store credit, or, for COD orders, by bank transfer to the details the customer entered.
What is an exchange?
The customer picks a different size or variant instead of money back. You approve it the same way; the replacement goes out as a new order.
Works with
Every module shares the same customer, so these need no setting up twice.