Support A Record (White-label domain)

What is a White-label Domain?

A white-label domain allows you to use your own custom subdomain for the return portal instead of the default returnsdrive.com domain.

• Default domain format: yourstore.returnsdrive.com
• Custom domain format: returns.yourstore.com (or any subdomain you choose)
• Benefits:
• • Complete branding control
• • Increased customer trust
• • Professional appearance
• • Better SEO (content on your domain)
• • Consistent brand experience
• • No external domain references

Example Use Case

Here's a real-world example of how custom domains work:

• Default domain: pokemonwinkel.returnsdrive.com
• Custom domain: returns.pokemonwinkel.nl
• Before white-label:
• • Customers see "returnsdrive.com" in URL
• • External domain may reduce trust
• • Less professional appearance
• After white-label:
• • Customers see "pokemonwinkel.nl" in URL
• • Stays on your branded domain
• • Professional, trustworthy appearance
• • Fully white-labeled experience

What You'll Need

Before starting the white-label domain setup, ensure you have the following:

1. 1Access to your domain DNS management:
2. 2 • Ability to create DNS records
3. 3 • Login credentials for your DNS provider
4. 4 • Permission to modify DNS settings
5. 5Chosen subdomain:
6. 6 • Decide on subdomain name (e.g., "returns", "return", "customer-service")
7. 7 • Ensure it's not already in use
8. 8Technical information:
9. 9 • Our IP address: 198.50.121.104
10. 10 • Record type: A record
11. 11 • TTL: Default (or 3600 seconds)
12. 12Time availability:
13. 13 • DNS propagation: Up to 48 hours (usually faster)
14. 14 • Our configuration: Up to 4 hours after notification
15. 15 • Total setup time: 4-48 hours typically

What is an A Record?

An A record (Address record) is a type of DNS record that maps a domain name to an IP address. This tells the internet where to find your return portal.

• A record definition: Maps domain name to IP address
• Example: returns.yourstore.com → 198.50.121.104
• Purpose: Directs traffic from your subdomain to our servers
• Type: A (IPv4 address)
• Required for: Custom domain configuration
• Alternative: CNAME record (not used for this setup)

Step 1.1: Log in to Your Domain System

Access your domain's DNS management interface where you can create and manage DNS records.

1. 1Identify your DNS provider:
2. 2 • Check where you purchased your domain
3. 3 • Common providers: GoDaddy, Namecheap, Cloudflare, Google Domains
4. 4 • Or check your domain registrar email confirmations
5. 5Log in to your DNS provider:
6. 6 • Visit your provider's website
7. 7 • Enter your credentials
8. 8 • Navigate to domain management
9. 9Common provider login URLs:
10. 10 • Cloudflare: dash.cloudflare.com
11. 11 • GoDaddy: sso.godaddy.com
12. 12 • Namecheap: namecheap.com/myaccount/login
13. 13 • Google Domains: domains.google.com
14. 14 • See full list in "Popular DNS Providers" section below

Step 1.2: Locate the DNS Management Tab

Find the DNS settings section in your domain provider's interface. The exact location varies by provider.

1. 1Common navigation paths:
2. 2Cloudflare:
3. 3 • Select your domain
4. 4 • Click "DNS" tab
5. 5 • View DNS records
6. 6GoDaddy:
7. 7 • My Products
8. 8 • Domains
9. 9 • Click domain name
10. 10 • DNS Management or "Manage DNS"
11. 11Namecheap:
12. 12 • Domain List
13. 13 • Click "Manage"
14. 14 • Advanced DNS tab
15. 15Google Domains:
16. 16 • My Domains
17. 17 • Click domain name
18. 18 • DNS tab on the left
19. 19Look for sections named:
20. 20 • DNS Management
21. 21 • DNS Settings
22. 22 • DNS Records
23. 23 • Advanced DNS
24. 24 • Zone File Editor

Step 1.3: Create A Record with Required Values

Create a new A record with your preferred subdomain and point it to our IP address 198.50.121.104.

1. 1Click "Add Record" or "Create New Record"
2. 2Fill in the following fields:
3. 3Type: A
4. 4 • Select "A" from dropdown
5. 5 • Not AAAA, CNAME, or other types
6. 6Host / Name / Subdomain:
7. 7 • Enter your chosen subdomain
8. 8 • Examples: "returns", "return", "customer-service"
9. 9 • Do NOT include your main domain
10. 10 • Just the subdomain part
11. 11 • Example: Enter "returns" (not "returns.yourstore.com")
12. 12Value / Points to / Address:
13. 13 • Enter: 198.50.121.104
14. 14 • This is our server IP address
15. 15 • Copy exactly - no spaces or typos
16. 16TTL (Time To Live):
17. 17 • Select "Default" or "Automatic"
18. 18 • Or enter: 3600 (1 hour)
19. 19 • Or use provider default
20. 20Click "Save" or "Add Record"
21. 21Record should appear in your DNS records list

Why is This Step Necessary?

Understanding why you need to create an A record helps clarify the technical process.

• Domain Ownership Verification:
• • Proves you own the domain
• • You can only modify DNS if you control the domain
• Technical Routing:
• • Tells DNS servers where to send traffic
• • Maps your subdomain to our server IP
• • Example: returns.pokemonwinkel.nl → 198.50.121.104
• System Communication:
• • Informs your domain's DNS management system
• • Creates the connection between your subdomain and our service
• • Original: pokemonwinkel.returnsdrive.com
• • New: returns.pokemonwinkel.nl
• Global Internet Update:
• • DNS change propagates worldwide
• • Takes time for all DNS servers to update
• • Usually 1-24 hours, up to 48 hours maximum

Use DNS Checker Tool

To verify that your A record is correctly configured, use the DNS Checker tool to confirm the configuration before contacting support.

1. 1Visit DNS Checker:
2. 2 • Go to: dnschecker.org
3. 3 • Or use: whatsmydns.net
4. 4 • Or use: mxtoolbox.com/SuperTool.aspx
5. 5Enter your custom subdomain:
6. 6 • Example: returns.pokemonwinkel.nl
7. 7 • Enter YOUR full subdomain
8. 8 • Include your actual domain name
9. 9Select record type:
10. 10 • Choose "A" from dropdown
11. 11 • Click "Search" or "Check"
12. 12Review results:
13. 13 • Look for IP address: 198.50.121.104
14. 14 • Check multiple locations (worldwide DNS servers)
15. 15 • Green checkmarks indicate success
16. 16 • Red X marks indicate not yet propagated
17. 17Success criteria:
18. 18 • Returns IP: 198.50.121.104
19. 19 • Multiple locations show same IP
20. 20 • No errors or timeouts

Understanding DNS Propagation

DNS changes don't happen instantly. Understanding propagation helps set proper expectations.

• What is DNS Propagation?
• • Process of DNS changes spreading worldwide
• • Thousands of DNS servers need to update
• • Each server caches DNS records
• • Caches expire based on TTL setting
• Typical Propagation Times:
• • Minimum: 5-10 minutes (very fast)
• • Average: 1-4 hours (most common)
• • Maximum: 24-48 hours (rare)
• • Your location may see changes before others
• Factors Affecting Speed:
• • TTL setting (lower = faster)
• • DNS provider infrastructure
• • Geographic distribution
• • ISP DNS cache settings
• What to do while waiting:
• • Be patient - this is normal
• • Check periodically with DNS Checker
• • Don't make multiple changes (causes confusion)
• • Proceed to Step 3 once verified

Troubleshooting DNS Record Issues

If DNS Checker doesn't show the correct IP address after several hours, try these solutions.

1. 1Verify record was saved:
2. 2 • Return to DNS management
3. 3 • Check if A record appears in list
4. 4 • Ensure it wasn't accidentally deleted
5. 5Check for typos:
6. 6 • Subdomain spelling correct?
7. 7 • IP address exactly: 198.50.121.104
8. 8 • No extra spaces or characters
9. 9Verify record type:
10. 10 • Must be "A" record, not CNAME or other
11. 11 • Type field shows "A"
12. 12Check for conflicts:
13. 13 • No other A record with same subdomain
14. 14 • Delete duplicates if found
15. 15 • One subdomain = one A record
16. 16Wait longer:
17. 17 • Full propagation can take 48 hours
18. 18 • Check again in a few hours
19. 19 • Different locations may show different results
20. 20Clear local DNS cache:
21. 21 • Windows: ipconfig /flushdns
22. 22 • Mac: sudo dscacheutil -flushcache
23. 23 • Try different network (mobile data)
24. 24Contact DNS provider support:
25. 25 • If still not working after 48 hours
26. 26 • Ask them to verify A record configuration
27. 27 • Provide screenshots of your settings

Chat with Our Customer Support About Your A Record

After verifying your A record is correctly configured, contact our customer support team to complete the setup on our end.

1. 1Gather required information:
2. 2 • Your custom subdomain (e.g., returns.yourstore.com)
3. 3 • Your store name or Shopify domain
4. 4 • Screenshot of DNS Checker showing 198.50.121.104
5. 5 • Screenshot of DNS record in your DNS management
6. 6Contact support:
7. 7 • Use live chat in Returndotai admin
8. 8 • Or email: support@returndotai.com
9. 9 • Subject: "White-label Domain Setup - [Your Store]"
10. 10Provide the following details:
11. 11 • Store name: [Your Shopify store name]
12. 12 • Current domain: [yourstore.returnsdrive.com]
13. 13 • Desired custom domain: [returns.yourstore.com]
14. 14 • DNS verification: "A record verified at 198.50.121.104"
15. 15 • Attach DNS Checker screenshot
16. 16What happens next:
17. 17 • Support team verifies your information
18. 18 • Forwards to development team
19. 19 • Development team configures server settings
20. 20 • You receive confirmation when complete

Configuration Timeline

After receiving your information, our team configures the necessary settings from our end.

• Expected Timeline:
• • Initial response: Within 24 hours
• • Development team notification: Immediate
• • Configuration completion: Maximum 4 hours
• • Total time: Typically same day
• Configuration Process:
• • 1. Support verifies your A record
• • 2. Creates configuration ticket
• • 3. Development team receives notification
• • 4. Server settings updated
• • 5. SSL certificate generated (if needed)
• • 6. Custom domain activated
• • 7. Testing performed
• • 8. Confirmation sent to you
• What We Configure:
• • Server routing for your custom domain
• • SSL/HTTPS certificate for security
• • Return portal mapping
• • URL redirects
• • Branding consistency
• You'll Know It's Complete When:
• • You receive confirmation email/message
• • Visiting your custom domain shows return portal
• • HTTPS lock icon appears (secure connection)
• • All pages load correctly

Verify Setup is Complete

After receiving confirmation from support, test your custom domain to ensure everything works correctly.

1. 1Test your custom domain:
2. 2 • Open browser
3. 3 • Visit: https://returns.yourstore.com (your custom domain)
4. 4 • Should load Returndotai return portal
5. 5 • Should show HTTPS (secure)
6. 6Check functionality:
7. 7 • Try entering a test order number
8. 8 • Verify branding appears correctly
9. 9 • Test on mobile device
10. 10 • Check all pages load
11. 11Update references:
12. 12 • Update links on your website
13. 13 • Update email templates with new URL
14. 14 • Update social media links
15. 15 • Update marketing materials
16. 16Monitor for issues:
17. 17 • Check for any broken links
18. 18 • Ensure old URL still redirects (if configured)
19. 19 • Verify customers can access
20. 20 • Contact support if any issues

Common DNS Provider Login Links

Below are popular DNS providers that you may already be using or can use for your domain management.

1. 1Cloudflare
2. 2 • Website: cloudflare.com
3. 3 • Login: dash.cloudflare.com
4. 4 • Best for: CDN, security, performance
5. 5Google Cloud DNS
6. 6 • Website: cloud.google.com/dns
7. 7 • Login: console.cloud.google.com
8. 8 • Best for: Google Cloud users
9. 9Amazon Route 53
10. 10 • Website: aws.amazon.com/route53
11. 11 • Login: console.aws.amazon.com
12. 12 • Best for: AWS infrastructure
13. 13GoDaddy
14. 14 • Website: godaddy.com
15. 15 • Login: sso.godaddy.com
16. 16 • Best for: Domain registration and hosting
17. 17Namecheap
18. 18 • Website: namecheap.com
19. 19 • Login: namecheap.com/myaccount/login
20. 20 • Best for: Affordable domains
21. 21DNS Made Easy
22. 22 • Website: dnsmadeeasy.com
23. 23 • Login: dnsmadeeasy.com/login
24. 24 • Best for: Enterprise DNS
25. 25Dyn (Oracle Cloud)
26. 26 • Website: dyn.com
27. 27 • Login: portal.dynect.net
28. 28 • Best for: Oracle users
29. 29Azure DNS
30. 30 • Website: azure.microsoft.com
31. 31 • Login: portal.azure.com
32. 32 • Best for: Microsoft Azure users
33. 33Plesk
34. 34 • Website: plesk.com
35. 35 • Best for: Web hosting management
36. 36Bluehost
37. 37 • Website: bluehost.com
38. 38 • Login: my.bluehost.com
39. 39 • Best for: WordPress hosting

How to Find Your DNS Provider

If you're not sure which DNS provider you're using, try these methods to find out.

1. 1Check domain purchase confirmation:
2. 2 • Search email for domain purchase receipt
3. 3 • Provider name usually in sender/subject
4. 4 • Look for "domain registration" emails
5. 5Use WHOIS lookup:
6. 6 • Go to: whois.icann.org
7. 7 • Enter your domain name
8. 8 • Look for "Registrar" field
9. 9 • This is where you purchased the domain
10. 10Check nameservers:
11. 11 • Use tool: mxtoolbox.com/SuperTool.aspx
12. 12 • Enter your domain
13. 13 • Select "NS Lookup"
14. 14 • Nameservers indicate DNS provider
15. 15Common nameserver patterns:
16. 16 • ns1.cloudflare.com → Cloudflare
17. 17 • ns1.google.com → Google
18. 18 • ns*.domaincontrol.com → GoDaddy
19. 19 • *.registrar-servers.com → Namecheap

Plan Your Subdomain Name

Choose a clear, memorable subdomain

• Common options: "returns", "return", "customer-service", "support"
• Keep it short and easy to type
• Avoid special characters or numbers
• Make it obvious what the page is for
• Check it's not already in use for something else
• Consider multilingual customers (use English subdomain)

Best Time to Set Up

Set up during low-traffic hours if possible

• Allow time for DNS propagation (don't rush)
• Set up before launching return portal to customers
• Don't make DNS changes during peak sales periods
• Plan for 24-48 hour buffer before deadline
• Consider time zones (worldwide DNS propagation)

Document Your Setup

Save screenshots of DNS record

• Note which DNS provider you use
• Keep login credentials secure
• Document subdomain choice
• Save support correspondence
• Create internal documentation for team
• Note when setup was completed

Update All References

Important steps to take after setting up your custom domain:

• Once setup is complete, update:
• • Website footer links
• • Order confirmation emails
• • Return policy pages
• • FAQ sections
• • Marketing materials
• • Social media profiles
• • Customer service scripts
• Redirect old domain:
• • Ask support about redirects
• • Ensure old URL still works temporarily
• • Gradually transition customers

Common troubleshooting solutions for custom domain setup:

• DNS not propagating after 48 hours:
• • Verify A record is still present
• • Check for typos in IP address
• • Ensure record type is "A" not CNAME
• • Contact DNS provider support
• Website shows security warning:
• • SSL certificate may be pending
• • Wait for our configuration to complete
• • Contact support if persists after 4 hours
• Custom domain not loading:
• • Verify Step 3 was completed (contact support)
• • Check DNS propagation with DNS Checker
• • Clear browser cache
• • Try incognito/private browsing
• Some locations work, others don't:
• • Normal during DNS propagation
• • Wait additional time for worldwide spread
• • Will resolve within 48 hours
• Old domain no longer works:
• • This shouldn't happen automatically
• • Both should work until configured otherwise
• • Contact support to restore old domain