Introduction
Find answers to the most commonly asked questions about Returndotai Returns & Exchanges. This comprehensive FAQ covers setup, automation, customization, integrations, and troubleshooting.
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Setup & Configuration
1. How do I set up a pre-postage label for returns?
You can set up a pre-postage label by going to Settings > Logistics > choose a suitable courier, then connect your account. The app supports generating return labels through integrated logistics partners. For carriers, you can integrate with services like Shippo, EasyPost, FedEx, DHL, Australia Post, Delhivery, Shiprocket, and others. Navigate to Settings > Logistics to connect your account and obtain API keys/tokens. If you are not using one of the existing logistics partners, you will need to manually generate and upload the labels. Once the label is uploaded and the return request is approved, the customer will receive the label via email.
24. How can I set a return/exchange limit, for example, 15 days after delivery?
You can set return and exchange limits, such as limiting them to 15 days after delivery, by adjusting the settings in Settings > Policies. Navigate to the policy configuration and set the return window based on delivery date or order date.
3. Can I set return limits based on the delivery date of an item?
Yes, you can adjust return policies based on delivery dates. This setting can be found and modified under Settings > Policies. You can configure time-based restrictions for when customers can initiate returns relative to the delivery date.
Automation & Workflows
2. How can I automate the returns process?
To automate returns, go to Settings > Workflow Automation and set up rules to auto-approve requests. You can configure condition-based workflows that automatically approve return requests and generate prepaid shipping labels based on your criteria. The app can auto-approve requests and generate labels if you have integrated logistics partners configured. Otherwise, you may need to manually generate and upload return labels.
4. How do I set up workflows in the app?
Workflows are configured in Settings > Workflow Automation. These allow you to create custom rules for various return scenarios and automate decisions based on specific conditions. You can define conditions using product details (tags, collections), customer information (email, tags), order details, return reasons, return methods, and more. Actions can include auto-approving requests, generating labels, and sending notifications.
36. Can I manage multiple return addresses dynamically based on the customer's country?
While the app cannot separate locations directly within the shipping instruction flow code, it does support configuring condition-based workflows to direct returns to different warehouses (e.g., US orders to a US warehouse). The app also provides dynamic values that can be used in email templates to display relevant address information (e.g., company name, address line, city, state code, postal code, country) based on the customer's location.
Notifications & Emails
5. How do customers receive email notifications, and can I configure the sender information?
Customers receive email notifications regarding their returns. You can configure the sender email address in Settings > Customization > Notifications > Email > Sender Info. For more details, refer to the documentation on email notifications. To improve email deliverability, it's recommended to review and refine your email content and layout using AI-based tools such as Grammarly or ChatGPT.
10. Why are my email notifications going to spam, and what can I do?
If your emails are going to spam, you can try switching your email configuration to SMTP instead of Amazon. Additionally, you can forward the spam email to our developer team at support@returndotai.com for further investigation. Reviewing and refining your email content and layout using AI-based tools (like Grammarly or ChatGPT) is also recommended to improve deliverability.
Integrations & Carriers
6. Does the app integrate with ShipStation?
Yes, Returndotai supports establishing a connection to ShipStation. The integration setup typically takes about two weeks to complete. Contact our support team at support@returndotai.com to initiate the ShipStation integration for your store.
7. Does the app support QR code returns for AusPost?
Yes, Returndotai supports QR code returns for Australia Post. You can configure this in Settings > Logistics after connecting your Australia Post account.
20. What logistics carriers are supported by the app?
You can view the list of supported carriers by going to Settings > Logistics in the Returndotai app. Currently supported carriers include Shippo, EasyPost, FedEx, DHL, Australia Post, Delhivery, Shiprocket, and others. If the carrier you use is not listed, please contact our support team with the carrier information. Our product team will research the integration and add it if feasible.
Customization & Branding
8. How can I remove the "Powered by Returndotai" branding from my return page?
This feature is available with the Professional plan or higher. Contact our support team through the in-app chat or email support@returndotai.com, and they will remove the branding for you.
43. Can I remove branding from my return page?
Yes, you can request to remove the "Powered by Returndotai" branding from your return page. This customization is available for Professional plan subscribers and above. Contact our support team through chat support or email, and we will be happy to assist you with this request.
9. How do I customize the subdomain for my return page?
Customizing your return page subdomain is a feature available from the Professional plan. You need to provide the desired subdomain in the format you prefer (e.g., returns.yourdomain.com). For setting up DNS records for your custom domain, you can refer to our documentation or contact support. The app can also embed the return page if you have a Professional plan.
42. How can I customize the subdomain for my return page?
To customize your return page subdomain, you need to provide the desired subdomain in your preferred format (e.g., returns.yourdomain.com). This feature is available from the Professional plan and typically takes our support team about 5 minutes to implement for you. Contact our support team through chat or email at support@returndotai.com to set this up.
19. How do I add the return portal link to my store's pages?
To add the return portal link to your pages, you can follow the outlined steps provided in our documentation on "add a return portal link to your store". This typically involves creating a new page (e.g., named "Return") within your Shopify store and then using that link to create a menu item, such as in the footer.
25. How do I edit or view the return policy that customers see?
You can edit the return policy link and content that customers see. Create a return policy page in your Shopify store with your policy content, then link to it in Returndotai. You can also customize the return page display by going to Customization > Customer Return View in the Returndotai app.
34. How can I customize specific messages and instructions for different return reasons?
Currently, the app does not support displaying individual messages corresponding to each reason. If you need this feature, please provide specific requests for custom message instructions. Our team can assist with customization, which may incur a fee based on the complexity of your request.
35. Can the return process status be displayed on the customer's return portal?
Yes, the app can display the return process status directly on the front page of the return portal, allowing shoppers to track their return process more closely.
Return Methods & Options
13. Does the app support pickups from the customer's location as a return method?
No, the app does not currently support the option for picking up returns directly from the customer's location. We recommend the function to ship using a pre-paid label and connect with logistics providers to create the label. Additionally, the logistics carriers will assist with picking up return orders from the customer's shipping address.
15. Can I add a custom return method that is not listed in the app?
If you plan to handle a return method manually (e.g., "To be confirmed"), you can customize an existing method's name and description. Go to Customization > Languages in the Returndotai app and edit the content to rename an existing return method and its description. This allows you to display your specific instructions to customers in notifications and the return portal.
45. I need to create and send a return label to my customer from Returndotai, but I don't see the "logistics partner" or "Return Method" option.
A guide on how to create a return label is available in the documentation. The reason you might not see the option to select a "logistics partner" or "Return Method" is usually because the customer initially chose "Ship with any carrier" as their return method during the RMA process. In this scenario, the customer is responsible for choosing their own delivery method. To enable generating return labels for your customers from Returndotai for future requests, you must enable the "Ship with pre-paid label" option in Settings > Policies. Customers will then need to select this method from the beginning of their return request. Important: For an RMA that is already in process where "Ship with any carrier" was chosen, you cannot change the return method in Returndotai to generate a label. You will need to manually create and send the return label information to your customer outside of Returndotai. It is recommended to configure your settings to require the preferred method from the beginning. We recommend performing a test order to better understand the entire process and ensure settings are configured correctly.
Fees & Refunds
12. Can discounts be excluded from total calculations in returns?
Yes, you can go to Settings > Policies > Allow the discounts applied to the original order > Enable this function to exclude discounts from return refund calculations.
17. How do I enable refunds with gift cards or store credit, and where can customers see their store credit balance?
To enable refunds via gift cards or store credit, navigate to Settings > Policies > Refund Resolutions in the Returndotai Returns & Exchanges app. Toggle "Refund to Gift Card" to the right and add a description. Once a gift card refund is approved, Shopify automatically generates a gift card code in its "Gift cards" section within the Shopify admin. The resolution for store credit is part of the Premium plan. The app facilitates the creation of a credit balance upon refund. Customers can view their store credit balance by logging into their Shopify account and checking their profile or they can go to Return page before creating return request.
21. What is the return fee, and can I set different fees per country?
A return fee is a charge deducted from the customer's refund for processing the return, and it can be customized based on the return reason (e.g., damaged item vs. change of mind). Separately, return shipping costs are the actual shipping expenses. The app does not currently offer multiple return fees per country, although the team is looking into the possibility of supporting different fees for up to four countries. This is our backlog feature but we can't promise the released date yet.
27. Can data from order notes for "Refund by Online Bank Transfer" be moved to a metafield?
Yes, the request to move data from Notes to the "Refund by Online Bank Transfer" metafield has been completed. This functionality is applied to the specific store that the customer is accessing, and the metafield push for main stores has been done.
28. Can I edit the lines for bank transfer refunds, such as changing "account number" to "IBAN / account number"?
Yes, our team can edit the line where the account number is displayed, specifically to "IBAN / account number" for bank transfer refunds. This change has been successfully implemented.
29. Can I set up manual returns for non-returnable items as exceptions, and refund shipping or extra services?
Our team is investigating the possibility of creating an exception for returning all products, including those normally designated as non-returnable. They are also looking into enabling the refund of shipping fees in cases of contract withdrawal. The request to allow refunding shipping costs for bank transfer refunds and to add additional line items with automated pricing (e.g., checkboxes) for extra services has been passed to the developer team for review.
44. How can I apply restocking or exchange fees only to specific products or collections, or waive them for certain collections?
Our app does not currently support selecting individual products or collections for restocking/exchange fees by default. However, our team can customize this for you while the feature is still under development. To proceed with customization, please specify which collections or products you would like this rule to apply to. For example, you can request to waive all fees (restocking and exchange) for a specific collection like "The John Thomas Dye School collection," while keeping fees active for other products. Note that sometimes what appears to be a restocking fee might actually be an exchange fee; please clarify which fee you intend to manage. Once customized, our team will notify you to recheck the functionality on your end. You may also be invited to test this functionality in a demo store.
Troubleshooting
11. Why are my return requests stuck in a pending status in the app?
Return requests might be pending because no updates have been applied to them. To resolve this, you need to review and accept the request within the app for it to be processed and synced to Shopify. If the return request was initiated directly from the customer's account page in Shopify (using Shopify's native return option) rather than through the app, it will only appear in Shopify's records. To have these requests visible in the app's dashboard, you would need to upgrade to the Premium Plan to enable data synchronization between Shopify and the app.
30. Why don't some return requests from customers appear in the app's dashboard but show in Shopify?
This occurs when the return request was initiated directly from the customer's Shopify account page (Shopify's native return option), not through the Returndotai app. Requests made via the app display specific information in the order timeline. To see requests submitted via Shopify's native return option in the app's dashboard, you need to upgrade to the Premium Plan to enable data syncing between Shopify and Returndotai. Then go to Settings > Store > Enable Shopify sync feature.
14. I'm experiencing errors or UI issues when creating exchange orders. What should I do?
If you encounter issues when creating exchange orders, such as the app displaying an entire product catalog instead of specific exchange options, please contact our support team at support@returndotai.com. The app is designed to support exchanges for different sizes of the same product (variant exchanges) and exchanges for other products with different prices. Our team will investigate and resolve any UI or functional issues you experience.
33. What if a product variant is no longer available on Shopify during a return process?
If a product or its variant ID is no longer available on Shopify (for example, if you deleted the product or variant), Returndotai will be unable to initiate a return for that item. The app needs to detect the same product/variant ID in Shopify to create a return request. To avoid this issue, consider archiving products instead of deleting them, or maintain product variants even if they're out of stock.
Customer Experience
31. Can customers cancel a return request, and will they be able to resubmit it?
Yes, customers can cancel a return request as long as it has not yet been approved. Both the customer (via the return portal) and the administrator (by deleting the request from the admin view) can cancel. If a request is canceled from the admin side, customers will be able to resubmit the items for return.
32. Can items that were previously declined for return be requested again?
Yes, declined items can be created for return again, unless you have configured a specific workflow to block them from making further requests.
Advanced Features & Customization
16. How can I set up promotions like free returns/exchanges for first-time customers based on specific tags?
The app can detect customer tags (e.g., "firstOrder") during the return/exchange process, which you can configure in Settings > Policies. To implement custom features like setting the return/exchange fee to 0, displaying custom instructions, and automatically removing/updating customer or order tags upon completion of a return/exchange, you will need to upgrade to the Enterprise plan, as the Premium plan does not support such customizations. The development team can customize and set up this workflow, which may take approximately 7 days for implementation and testing. Contact support@returndotai.com to discuss your specific requirements.
39. Can I hide all return reasons except "Warranty Claim" for orders outside a specific delivery window?
Currently, our app does not support the feature to hide all return reasons except "Warranty Claim" for orders outside a specific delivery window. Based on our understanding, the desired functionality would display the "Warranty Claim" reason exclusively for orders that fall outside the policy you've set (for example, orders placed more than 30 days ago). According to the app's logic and rules, any return requests outside the defined timeframe automatically violate the policy and are prevented from proceeding. At this time, we're unable to implement this condition. However, we are always looking to improve our features, and your feedback is invaluable. If this is a critical feature for your operations, please let us know. Our team is ready to discuss your specific needs in more detail and explore potential solutions together.
40. Is it possible to add an optional charge at checkout for customers to secure a prepaid return label for future use?
Currently, our app does not support this feature. We will research the value it could bring to your business and will consider it for future updates.
Plans & Pricing
22. Why would I need to upgrade to the Enterprise plan?
The Enterprise plan is necessary for advanced customization features, such as implementing custom workflows to detect specific customer tags for free returns/exchanges, displaying custom instructions, and managing tags automatically. This plan also offers unlimited access with a package price across multiple stores. For more general branding removal like "Powered by Returndotai," the Professional plan is sufficient.
26. How does multi-store management work, and what are the pricing options?
Returns and exchanges management is centralized and handled through your main store. A proposed package allows for 5 stores at $249, including one Enterprise store for free. Alternatively, for one main store (Enterprise plan with free access) and one additional store, the total would be $150 + $149. The multi-store feature allows you to connect and manage multiple Shopify stores from a single central dashboard; the default setup includes 1 main store plus 1 sub-store, with additional stores costing $149 each.
38. What is the pricing for custom features or flows?
Step 1: You can submit through our Chat Support, including a clear description, examples (if any), and intended outcome. We'll respond within 24 business hours. Step 2: Our technical team will review every request within 24 business hours, evaluate feasibility, and classify it as: Included under your plan or Chargeable, with a detailed quote. You can then decide whether to proceed with the work. Step 3: Accept and all approved customizations are charged as one-time payments through our secure invoice, depending on your account setup. Step 4: Complete charging and let our development team custom as your requirements.
API & Technical
37. Are there solutions for API issues, such as processing refunds for selected line items or viewing exchanged items?
Returndotai provides API endpoints for return and exchange management. The process-refund API has been simplified to require fewer fields for refund processing. To access information about exchanged items via the API, you can use the "Get Request Detail API" endpoint in our Open API documentation. Note that this API currently shows the items initially requested for exchange, but not the new items they will receive. Support for submitting refund requests for only selected line items is available for Enterprise plan users. For API documentation and technical support, contact support@returndotai.com.
18. How can I block bots from accessing my online store?
Returndotai focuses on return and exchange management and does not include bot blocking features. To prevent bot activity on your store, we recommend exploring Shopify's built-in security features or installing specialized security apps from the Shopify App Store that focus on bot protection, fraud prevention, and traffic filtering. For specific security concerns, consult with your Shopify administrator or a security specialist.
General & Support
23. Are international returns covered by the app?
Yes, Returndotai supports international returns. You can configure return workflows and logistics carriers for international shipments. The app supports multiple carriers that handle international returns including FedEx, DHL, and others. You may need to configure different return addresses or workflows for different countries using condition-based workflows in Settings > Workflow Automation. Contact support@returndotai.com for assistance with specific international return scenarios.
41. Is it safe to use the app to process returns while the team is accessing my admin site?
Yes, it is completely safe to continue using Returndotai while our support team is working on integrations or troubleshooting issues. Our team follows strict security protocols and will not perform any actions that could negatively affect your store operations. All changes are made carefully and with your authorization. If you have any concerns, please contact support@returndotai.com.
46. How can I request a demo of the Returndotai app?
You can book a demo of Returndotai Returns & Exchanges by visiting our Calendly page: https://calendly.com/returndotai/demo. Our team will walk you through the features, answer your questions, and help you understand how Returndotai can streamline your returns management process.
47. I accidentally opened the chat while testing; can you ignore my query?
Yes, if you're testing functionality and accidentally opened the chat support portal, simply let us know it's a test query and we'll disregard it. Our support team understands that testing is an important part of familiarizing yourself with the Returndotai app.
Key Features
Comprehensive Setup
Easy configuration for return labels, workflows, and automation
Flexible Customization
Customize branding, subdomains, and return methods to match your brand
Multiple Integrations
Support for various logistics carriers including ShipStation, EasyPost, and Shippo
Advanced Automation
Condition-based workflows for automated return approvals and processing
Multi-Store Support
Manage returns across multiple Shopify stores from a single dashboard
Flexible Refund Options
Support for gift cards, store credit, and various refund methods
Important Notes
Configure Return Methods First
Always set up "Ship with pre-paid label" if you want to generate return labels for customers. Once a customer selects "Ship with any carrier," you cannot change this later.
Test with Demo Orders
Perform test orders to understand the entire return process and ensure all settings are configured correctly before going live.
Email Deliverability
Use AI tools like Grammarly or ChatGPT to review and refine your email content. Consider switching to SMTP if emails are going to spam.
Enable Shopify Sync for Premium Users
If you have the Premium Plan, enable Shopify sync in Settings > Store to see all return requests, including those initiated through Shopify's native return option.
Plan Selection
Professional plan is sufficient for branding removal and subdomain customization. Enterprise plan is needed for advanced customizations and multi-store unlimited access.
Custom Features Process
For custom feature requests, submit through Chat Support with clear descriptions. The team will review within 24 hours and provide feasibility assessment and pricing.
Product Variant Availability
Ensure product variants remain active in Shopify. If a variant is deleted, customers cannot create returns for that item as the app needs to detect the same variant ID.
Return Fee Configuration
Customize return fees based on return reasons to balance cost recovery with customer satisfaction. Different fees per country is a backlog feature under consideration.