How to Customize Return Page URL by Shopify App Proxy

Important URL Change

The Returns Portal URL structure has changed to integrate seamlessly with your Shopify store.

• Old URL: https://yourstore.returnsdrive.com
• New URL: https://yourstore.com/apps/returns-portal
• The Returns Portal now runs directly within your store's domain
• No longer hosted on an external website
• Provides better customer experience and trust
• Improves SEO and brand consistency

Why This Change Matters

Moving the Returns Portal to your store's domain provides several important benefits for your business and customers.

• Customer Trust: Customers stay on your domain throughout the return process
• Brand Consistency: Return portal matches your store's branding and URL
• SEO Benefits: Content is indexed under your primary domain
• Security: Customers see your SSL certificate and domain
• Analytics: Better tracking in Google Analytics and other tools
• No External Redirects: Seamless experience without leaving your store

Understanding Primary and Secondary URLs

Returndotai currently provides two URL options for customers to access the returns portal. You must set one as Primary because notifications and return tracking status will only be sent to the Primary return page.

1. 1Primary URL: The main URL used in all customer communications
2. 2Secondary URL: Alternative access point (optional)
3. 3Only the Primary URL receives:
4. 4 • Email notification links
5. 5 • Return tracking status updates
6. 6 • Automated customer communications
7. 7Choose wisely: The Primary URL should be your preferred customer-facing URL

Locate the Return App Proxy Section

Navigate to the settings area where you can manage your return portal URLs.

1. 1Log into your Returndotai admin dashboard
2. 2Navigate to Settings or Customization section
3. 3Find the "Return App Proxy" section
4. 4This section displays your current URL configurations
5. 5You'll see both Primary and Secondary URL options
6. 6Note the current URLs before making changes

Important: Primary vs Secondary URL

Understanding the difference between Primary and Secondary URLs is crucial before customizing.

1. 1Review your current Primary URL setting
2. 2Check if you have a Secondary URL configured
3. 3Remember: Only Primary URL receives notifications
4. 4Primary URL is used in:
5. 5 • Email templates and notifications
6. 6 • Return tracking links
7. 7 • Customer communications
8. 8 • Order status updates
9. 9Plan which URL you want as Primary before customizing

Begin URL Customization

Click the Customize URL button to start the process of updating your return portal URL.

1. 1Locate the URL you want to customize (Primary or Secondary)
2. 2Click the three-dot menu (⋮) next to the URL
3. 3Select "Customize URL" from the menu
4. 4The customization wizard will open
5. 5Follow the 3 steps to update the URL on both Shopify and Returndotai

Follow the 3-Step Process

The customization process involves updating the URL in both Shopify and Returndotai to maintain consistency across both platforms.

1. 1First: Edit the URL suffix in Shopify App Proxy settings
2. 2 • Go to Shopify Admin > Apps > App and sales channel settings
3. 3 • Find Returndotai Returns & Exchanges app
4. 4 • Click "App proxy" or proxy settings
5. 5 • Edit the "Subpath prefix" field
6. 6 • Example: Change "returns-portal" to "returns" or "customer-returns"
7. 7Second: Save your changes in Shopify
8. 8 • Click "Save" in Shopify settings
9. 9 • Note the exact URL suffix you entered
10. 10 • Copy the URL suffix for the next step
11. 11Third: Update the URL in Returndotai
12. 12 • Return to Returndotai settings
13. 13 • Paste the same URL suffix
14. 14 • Ensure consistency between both platforms
15. 15 • Save the changes

URL Suffix Guidelines and Best Practices

Choose a URL suffix that is memorable, SEO-friendly, and represents your return process clearly.

• Keep it simple and memorable: "returns", "return-center", "customer-returns"
• Use hyphens for multi-word suffixes: "easy-returns" not "easyreturns"
• Make it descriptive: Customers should understand where they're going
• Avoid special characters: Stick to letters, numbers, and hyphens
• Consider SEO: Include keywords like "returns" or "exchanges"
• Examples of good suffixes:
• • /apps/returns
• • /apps/return-portal
• • /apps/easy-returns
• • /apps/customer-service-returns

Remember to Save and Copy Your Edited URL Suffix

After editing the URL suffix in Shopify, it's crucial to save the changes and copy the exact suffix for use in Returndotai.

1. 1In Shopify App Proxy settings:
2. 2 • Click "Save" button
3. 3 • Wait for confirmation message
4. 4 • Copy the exact URL suffix you entered
5. 5Important points:
6. 6 • Copy the suffix exactly as entered (case-sensitive)
7. 7 • Include any hyphens or special characters
8. 8 • Do not include the "/apps/" part - only the suffix
9. 9 • Example: If URL is "yourstore.com/apps/returns", copy only "returns"
10. 10Keep the suffix ready for Step 3

Navigate Back to Returndotai Settings

After saving your changes in Shopify, return to the Returndotai admin to complete the synchronization.

1. 1Navigate back to Returndotai admin dashboard
2. 2Go to the Return App Proxy section
3. 3Locate the URL Suffix input box
4. 4This is where you'll paste the suffix from Shopify

Update the Link in the Input Box

Paste the URL suffix from Shopify into the Returndotai settings to ensure both platforms are synchronized.

1. 1Find the URL Suffix input box in Returndotai
2. 2Clear any existing content
3. 3Paste the exact URL suffix you copied from Shopify
4. 4Double-check for accuracy:
5. 5 • No extra spaces before or after
6. 6 • Exact match to what you entered in Shopify
7. 7 • Case-sensitive - match the capitalization
8. 8Click "Save" to apply the changes
9. 9Wait for success confirmation message

Keep Consistency Between Shopify and Returndotai

Maintaining consistency between both platforms is critical for the return portal to function correctly.

1. 1Verify consistency checklist:
2. 2 ✓ URL suffix matches exactly in both platforms
3. 3 ✓ Capitalization is identical
4. 4 ✓ No extra spaces or characters
5. 5 ✓ Both platforms saved successfully
6. 6Test the new URL:
7. 7 • Open a new browser tab
8. 8 • Visit: https://yourstore.com/apps/[your-suffix]
9. 9 • Verify the return portal loads correctly
10. 10 • Check that branding and styling appear correctly
11. 11If the portal doesn't load:
12. 12 • Clear browser cache and try again
13. 13 • Wait 5-10 minutes for changes to propagate
14. 14 • Double-check that both platforms have matching suffixes
15. 15 • Contact support if issues persist

Test Your New Return Portal URL

After customizing the URL, thoroughly test the return portal to ensure everything works correctly.

1. 1Open your new return portal URL in a browser:
2. 2 • https://yourstore.com/apps/[your-custom-suffix]
3. 3Verify the following elements:
4. 4 ✓ Page loads without errors
5. 5 ✓ Branding and logo appear correctly
6. 6 ✓ Colors and styling match your store
7. 7 ✓ Forms and input fields work
8. 8 ✓ Navigation functions properly
9. 9Test the return flow:
10. 10 • Enter a test order number
11. 11 • Walk through the return request process
12. 12 • Verify all steps work as expected
13. 13 • Check that you can select items and reasons
14. 14 • Ensure the submission process completes
15. 15Test on multiple devices:
16. 16 • Desktop browser
17. 17 • Mobile phone
18. 18 • Tablet
19. 19 • Different browsers (Chrome, Safari, Firefox)

Update Return Links Across Your Store

After changing the URL, update all references to the return portal throughout your store and communications.

1. 1Update the following locations:
2. 2Website/Store:
3. 3 • Footer links
4. 4 • Navigation menu items
5. 5 • FAQ or Help pages
6. 6 • Order confirmation pages
7. 7 • Customer account pages
8. 8Email Templates:
9. 9 • Order confirmation emails
10. 10 • Shipping confirmation emails
11. 11 • Customer service email signatures
12. 12 • Automated follow-up emails
13. 13Marketing Materials:
14. 14 • Return policy pages
15. 15 • Customer service documentation
16. 16 • Social media profiles
17. 17 • Printed materials (if applicable)
18. 18Note: Returndotai will automatically update the Primary URL in notification templates

Monitor Analytics and Customer Access

After the URL change, monitor your analytics to ensure customers are finding and using the new return portal URL.

1. 1Check Google Analytics or your analytics tool:
2. 2 • Monitor traffic to the new URL
3. 3 • Check for 404 errors on old URL
4. 4 • Verify conversion rates remain consistent
5. 5Monitor customer support tickets:
6. 6 • Watch for questions about finding the return portal
7. 7 • Note any confusion about the URL change
8. 8 • Address common questions proactively
9. 9Review return submission rates:
10. 10 • Compare submission rates before and after
11. 11 • Investigate any significant drops
12. 12 • Ensure customers can access the portal easily

Free Visual and Layout Assistance

If you experience any visual or layout issues after updating the URL, our support team provides free assistance for basic interface fixes to ensure your Returns Portal matches your store's look and feel.

1. 1Common issues we can help with:
2. 2 • Logo not displaying correctly
3. 3 • Colors not matching your store theme
4. 4 • Layout misalignment or spacing issues
5. 5 • Font inconsistencies
6. 6 • Mobile responsiveness problems
7. 7 • Button styling adjustments
8. 8How to request support:
9. 9 • Take screenshots of any visual issues
10. 10 • Note your store URL and new return portal URL
11. 11 • Describe the specific problem
12. 12 • Contact support via email or chat
13. 13 • Include browser and device information
14. 14Support team will:
15. 15 • Review your return portal styling
16. 16 • Make basic adjustments to match your store
17. 17 • Ensure consistent branding
18. 18 • Test on multiple devices
19. 19 • Verify fixes resolve the issues

Advanced Customization Options

Beyond basic fixes, Returndotai offers advanced customization options to fully match your brand identity.

• Available customization options:
• • Custom CSS for complete style control
• • Logo and brand image placement
• • Color scheme matching
• • Custom fonts and typography
• • Layout modifications
• • Custom messaging and copy
• Premium customization services:
• • Complete portal redesign
• • Custom return flow logic
• • Integration with other apps
• • Multi-language support
• • Advanced analytics tracking
• Contact our team to discuss advanced customization needs

Common Issues and Solutions

Common troubleshooting solutions for return portal URL customization issues:

• Return portal not loading at new URL:
• • Wait 5-10 minutes for changes to propagate
• • Clear browser cache and cookies
• • Verify URL suffix matches exactly in both platforms
• • Check Shopify App Proxy status is enabled
• 404 Error when accessing portal:
• • Confirm app proxy is enabled in Shopify
• • Check that the suffix was saved in both platforms
• • Verify no typos in the URL suffix
• • Ensure the app is installed and active
• Styling or branding issues:
• • Clear browser cache
• • Check if custom CSS was lost during update
• • Request support for visual fixes (free)
• • Verify logo images are accessible
• Email links still use old URL:
• • Verify Primary URL is set correctly
• • Check notification template settings
• • Contact support to refresh email templates
• Customers reporting broken links:
• • Update all website and email references
• • Set up redirect from old URL (if possible)
• • Communicate URL change to customers
• • Add prominent notice on website

How to Revert to Previous URL

If you encounter issues and need to revert to the previous URL, follow the same process in reverse.

1. 1First: Restore original URL suffix in Shopify
2. 2 • Go to Shopify App Proxy settings
3. 3 • Enter the original URL suffix
4. 4 • Save the changes
5. 5Second: Update Returndotai with original suffix
6. 6 • Return to Returndotai settings
7. 7 • Enter the original URL suffix
8. 8 • Save the changes
9. 9Third: Verify old URL works
10. 10 • Test the original URL
11. 11 • Confirm portal loads correctly
12. 12 • Check that all features work
13. 13Contact support if you need assistance reverting changes

When to Contact Support

Reach out to the Returndotai support team if you encounter any of these situations.

1. 1Contact support immediately if:
2. 2 • Return portal is completely inaccessible
3. 3 • Changes don't take effect after 30 minutes
4. 4 • You see error messages you can't resolve
5. 5 • Customer submissions are failing
6. 6 • Email notifications stop working
7. 7Contact support for assistance with:
8. 8 • Visual or layout fixes (free)
9. 9 • Advanced customization needs
10. 10 • URL redirect setup
11. 11 • Multiple URL configuration
12. 12 • Custom domain setup
13. 13Information to include when contacting support:
14. 14 • Your store URL
15. 15 • New return portal URL you're trying to set up
16. 16 • Screenshots of any error messages
17. 17 • Steps you've already tried
18. 18 • Browser and device information

Choosing the Right URL Suffix

Key points to understand:

• Keep it short and memorable: Easier for customers to type or remember
• Make it descriptive: Should clearly indicate it's for returns/exchanges
• Use common terms: "returns", "return-center", "exchanges"
• Consider SEO: Include keywords customers might search for
• Avoid confusion: Don't use terms that conflict with other pages
• Think long-term: Choose a URL you won't need to change frequently
• Test pronunciation: Make sure it sounds clear when said aloud

Communicating URL Changes to Customers

Best practices for communicating URL changes to your customers:

• Announce the change proactively:
• • Send email to active customers
• • Post on social media
• • Add banner to website temporarily
• • Update FAQ and help sections
• Provide clear instructions:
• • Show old URL and new URL side-by-side
• • Explain benefits of the new URL
• • Reassure customers about security and privacy
• Consider a transition period:
• • Keep old URL accessible if possible
• • Set up redirects when feasible
• • Monitor for customer confusion
• • Be ready to assist customers who use old bookmarks

Keep Documentation Updated

Keep all documentation and references up-to-date after changing your return portal URL:

• Update all customer-facing documentation:
• • Return policy pages
• • Help center articles
• • FAQ sections
• • Video tutorials
• • Customer service scripts
• Update internal documentation:
• • Staff training materials
• • Customer service playbooks
• • Email signature templates
• • Quick reference guides
• Create bookmarks and shortcuts:
• • Add to customer service browser bookmarks
• • Create quick links in internal tools
• • Update any automated systems